First Impressions, How Customer Friendly Is Your Practice?

Equipe Editorial Bibliomed

By Bonnie Darves. Most physicians are just getting used to the idea that they now have to minor in finance to keep their practices afloat. Now, they’re hearing that they have yet another job: customer service representative.. "The loyalty of patients can no longer be assumed, says Howard Veit, managing principal for Towers Perrin health industry consulting. Yet nine out of 10 doctors offices aren’t businesslike or customer-focused.". The point, Veit says, is that patients today want to be treated like they are valued and not just one more drain on the physician’s and staff’s time. "Physicians don’t understand that consumers make decisions every day about where they will receive their care. They don’t understand that patients have real choices," he says.. Managed care resentment. One of Veit’s pet peeves is when physicians and their staff openly grouse about managed care, and even show obvious resentment toward their managed-care patients. That’s just plain "bad for business," Veit says. "Physicians need to insulate their feelings about managed care from their patients," and ensure staff does the same.. Rebecca Anwar, president of the national consulting firm The Sage Group, Inc., agrees with Veit. "Every patient should be treated like royalty. After all, they pay the bills," Anwar says. From her perspective, some of the worst customer ...

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