Employee Tools
Every Practice needs to have effective tools to help manage operational issues. The resources in this document library will help you with numerous operational tasks. Having the right tools will help reduce waste, control costs, manage loss, and overall protect your assets.
There are differences in every organization so these tools are downloadable in order to customize the documents for your practice. Add your logo, contact information, and additional details for your particular situation. If you have any questions regarding these tools or would like to see additional resources email us at info@mypatientexperience.com
Coordinator Tools
The coordinator is a crucial role in the practice. The tools here outline the key points of conversation between patients and the coordinator. The script provides specific language that is effective in communicating with patients at various points during the prospect conversion process. It gives examples of what to say to patients before, during, and after the consultation.
Consultation Outline
In order to build a relationship with patients before, during, and after the consultation, it is important to have a plan. This outline provides the details of what to consider during each interaction with a prospect and what the coordinator needs to do to develop a relationship and build trust.
Consultation Script
It can sometimes be difficult to formulate language for a conversation with just an outline of key points. This script provides an example of what to say in each interaction to help guide conversations with patients
Front Office Tools
The front office is your gateway to success. Some Basic tools can help to remind your front office team of the steps they need to take to handle patient care.
Phone Handling Outline
This outline is intended to be used at the primary call handling stations as a guideline for the call handlers to help remind them of the steps to the ICC phone handling strategy. Make sure your staff has watched the Call Handling Module of the staff training program.
Communication within an organization is important to creating positive change. Communication tools are an effective means of managing problems and potential solutions. The 5M’s solution breaks up a business into 5 categories that represent the basic operations of the organization. These templates are used by staff to help to communicate problems and solutions to management and owners. The 5 M’s are Methods, Materials, Manpower, Machines, Marketing. Encourage your staff to participate in ideas for growth and improvement by supplying them with a 5M’s book in which they can fill out these templates to present problems and solutions to the organization. After all your staff is responsible for 80% of patient interactions. Give them a voice and you may be surprised at what you hear.
Machines help to run almost everything we have to do. This is a means of tracking problems and maintenance needed on the systems used in the office. This ranges from computers to lasers to cameras. You can even consider this a tool to communicate facility related repairs to management.
Manpower is always a challenge in a practice. This is intended to communicate issues regarding the individuals that care for patients. It is important to get feedback about issues like provider availability or office staff shortages.
The marketing form is very useful to get feedback about existing marketing or ideas for promotions patients may be interested in seeing. Tracking the success of internal marketing efforts can be a difficult task. This form can give your office staff a tool to communicate useful information to whomever is responsible for creating your marketing plan.
The materials form is used to identify issues with the things that are used in the care of patients. This could be numbing cream, injectable products, cosmeceutical products, other supplies used in the practice.
The Methods feedback form is intended to outline any issues or solutions regarding operational processes that need to be addressed. Operational issues are commonly identified by front office and administrative staff. Those are the individuals most intimately involved in the majority of operational tasks.
Patient Communication
The manner, tone, and language used in patient communications are crucially important to how a patient receives the information that is trying to be conveyed. It is important to keep in mind the goals of each correspondence and the patient’s perspective of what is being sent. Always think about the message you are trying to convey and the important points from your patient’s perspective.
These templates will need to be modified to insert specific credentialing statements about your practice. Differentiating yourself is an important key to demonstrating to patients why you are different and why they should choose your practice. The highlighted areas in these documents indicate areas that you will want to customize to your needs.
Pre Consultation Templates
After a patient schedules their consultation they may or may not know about why your practice is great. Using pre-consultation correspondence will help you to highlight the value of the consultation and help to get patients excited about their consultation and decrease your no show rate.
To help ensure a successful consultation the coordinator should always be taking steps to build a relationship with a patient. This pre-consultation letter will help to begin to establish that relationship.
The provider is the person that patients need to trust. If patients do not have a level of trust and confidence with the medical provider they are simply going to find someone else to do their procedures. Provider specific correspondence will help to create a connection with the provider and set a foundation of trust.
Appointment Reminder
You have to remind your patients about their appointments. A phone call the day before is just a courtesy. You should be reaching our to your patients multiple times and using different forms of communication. Email, text messages, and confirmation calls should all be used to ensure the lowest possible no show rate. You don’t want to annoy patients but until they confirm that they plan on attending their appointment a subtle reminder will help you achieve your goal.
Confirming appointments is a practices greatest tool to reducing no shows. It is important to remind patients about their appointments and to remind them in different forms. This template can be used as an email reminder sent out to patients before their appointment. You should send out reminders a couple days before patient appointments. With more than one day patients have a better opportunity to call and make any changes to their appointment if for some reason their schedule has changed.
Post Treatment Follow Up
We talked about the importance of follow up in the video series Your Practice Production. This template is intended to reach out to patients after treatment to ensure they are pleased with the treatment that they received and more importantly, proactively give them an outlet to express any concerns and complaints.
Use this template to email patients after their procedure and let them know that you want to make sure they are happy with what you have provided to them. You must make sure that patients have an easy means of providing feedback or you will end up with negative reviews that can be devastating to a practice.