10 Steps to a Positive New Patient Experience

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In this week’s episode, Jeff and Naren discuss 10 steps to a positive new patient experience and explain how doctors and practice owners can use these steps in their practices to influence their patients and staff.

Key Highlights

• Backstory: What inspired the 10 steps that create the new patient experience?

• Focus points of the 10 steps
  1. Create and deliver a compelling new experience
  2. Listen
  3. Make patients feel appreciated
  4. Ability to read patients
  5. Magnetic personality
  6. Probe politely
  7. Be knowledgeable: But not a “know-it-all”
  8. Positive language
  9. What can you give patients that will keep them from going elsewhere?
  10. How do you follow up with the patients?

• Connecting during COVID: The challenge of building direct relationships and the importance of engaging with the patients. 

• First Focus Point: Creating and delivering a compelling experience. This is the point at which the patients leave the office and feel they had a positive experience.

• Second Focus Point: Listen. You should be able to listen and then verbalize back to the patient what you heard.

• Third Focus Point: Make patients feel appreciated.

• Fourth Focus Point: Foster the ability to read patients.

• Fifth Focus Point: Magnetic personality – Being able to get the patient talking and elaborating on any skin issues, needs or wants.

• Sixth Focus Point: Probe politely – Let the patient know you want to understand. Give a gentle nudge and let the patient know you want to understand his or her concerns.

• Seventh Focus Point: Be knowledgeable, but not a “know-it-all”. Allow other team members to be experts.

• Eighth Focus Point: Positive language is important in persuasion. When you identify in a positive way, it allows you to be empathetic.

• Ninth Focus Point: Commitment from the patient – What can you give patients to keep them from going elsewhere?

• Tenth Focus Point: Follow up; what happens after the appointment?

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