How to create an exceptional patient experience

Following is a summary of select points from Shari’s article:

• When talking to patients on the phone, speak slowly and clearly, and give them the option to make or confirm appointments via text, email or an online system.
• Help patients prepare for their initial appointment by sending them a brief questionnaire about their communication needs and concerns.
• Maintain a quiet, well-lit office. Sound-absorbing materials can help minimize background noise, and adequate lighting enables lipreading.
• Patients might not hear their name being called, so personally alert them — for example, with a gentle tap on the arm — when the provider is ready to see them.
• Devote a space in the reception area to display and demo hearing accessories, such TV connectivity tools, captioned telephones or portable hearing loop.
• Provide patients with a written summary of their visit, including test results, what the results mean and your recommendations. Patients may not hear or remember a verbal summary.
• At checkout, offer patients hearing assistance via hearing loop or pocket talker device; this will enable you to clearly communicate details about payment or a follow-up appointment.

“The look and feel of your office communicates a lot about you and is the first thing your patients will notice,” concludes Shari. Click here to read the full text of her article.