Patient Touch Points
When a patient pursues audiologic care at your practice, they have decided to embark on a lifetime journey to improved hearing with your guidance. Patient retention and overall satisfaction can be impacted by the direct patient care provided by the audiologist, and also the overall experience in the clinic. All clinic staff can take a part in this.
There are many opportunities where a patient touch point or interaction can occur, and we should utilize these moments to enhance the patient experience. Below is a reminder of several touch points that provides opportunities to optimize the patient experience.
- Initial phone call and scheduling
- Follow-up phone calls made by the patient
- Appointment confirmation
- Patient check-in
- Patient appointment
- Patient check-out
- Follow-up calls post initial hearing aid fitting
- Follow-up calls post hearing aid evaluation
- Recalls for hearing aid checks or hearing tests (if permitted by insurance)
- E-mail correspondence
- Drop-in visits