Improving the Patient Experience
In the current climate of over-the-counter hearing aid and device legislation and fears regarding where the future of audiology may go, we as a profession need to focus on our strengths in the patient service area.
The thing that defines us as providers is our ability to provide quality patient experiences. Consider taking courses and providing staff and administrative support with training on concepts such as behavioral economics, emotional intelligence, and motivational interviewing to allow them to connect and truly elevate the patient experience beyond the basics.
Regular training and a “grand rounds” approach to reviewing patient experiences as a group can help providers learn where they can improve or where they may have tools available they did not realize before. Our relationships with our patients are a long-term commitment that we need to be able to acknowledge and understand.
Identifying the underlying emotions for what motivates a patient is critical in their long term success. Go back to the basics and walk through the patient’s shoes at each stop of their experience with your practice from the appointment setting to the points along the way where decisions are made. Ask yourself, is this the provider experience that I would want to have?