“ Secrets for a Hospitalto Lose Patients “

Presented by

Amir SaleemHamid Khan Baloch

Vision Statement

Do you want bad patient relations? Do you want to lose patients? Do you want to fail your patient satisfaction surveys? Do you want a non professional image? Do you want to reduce the number of new patient referrals? Do you want to demonstrate poor quality care? Do you want to jeopardize participation in healthcare plans?

What is a Customer Service ? Customer Service is a function of how well an

organization meets the needs of its customers.

Customer Service is a function of how well an organization is able to constantly and consistently exceed the needs of the customer.“

A customer defines good customer service as how she perceives that an organization has delighted her, by exceeding to meet her needs". In other words, DELIGHT or DIE!

20 Best ways to Lose Patients Bad Voice Mail System

Use a voice mail system that puts patients on hold for a long period and or has a long confusing selection of commands to reach the party they want or a live person after all, they are used to this with business corporations, so why should office be different.

Unhealthy EnvironmentMake sure the thermostat is set to keep the exam rooms cold, particularly for senior patients.

Delayed & Bad Correspondence

Don’t answer Phone callsDon’t answer incoming phone lines until 5 or 6 rings. It’s probably only a new patient wanting to get their health care problem resolved.

Having incomplete InformationDon’t review the appointment book on the status of scheduled patients prior to their visits. That way when a patient comes to they check inn area anonymous their name the receptionist came say to them, have u been here before? What are you here for? Which doctor are you seen?The patient can the feel like he/ she is a surprise with no preparation by the hospital staff.

Don’t Show Courtesy Don’t Greet with a Smile

The receptionist should not smile or welcome a patient when checking in.They should keep their head down, look too busy and annoyed that the patient has shown up.

Don’t apologize for DelaysAfter a patient has been in the waiting room for over 20 min don’t apologize or give a reason., if you do they may think that you think their time is valuable.

Just Don’t Guide them..!

Don’t guide patients after visitWhen the doctor completes his/ her visit with the patient, make sure the patient is not given clear instructions on exiting the room.By all means don’t usher the patient to the billing or appointment areas, lab or other treatment rooms.Let them find it themselves. The doctor, nurse or medical assistant are too busy and must rush off to their next patient.Always appear rush and don’t spend any time asking patient a second if there are any questions.

Leave Patients with Unanswered Questions.

If they have any question on billing; be vague and do not answer completely. If you are not sure of an answer, certainly do not offer assistance or report the problem to other to

get the solution.”I don’t know” will suffice.

Don't Offer Assistance

If a patient is angry, simply say “ I am sorry “ and roll your eyes. Do not offer any further assistance or report the problem to seniors to get a solution. Downplay the seriousness of their complaint.

Don’t use layman terms. Assume that a patient would rather be told they have Hodgkin lymphoma or ALL rather than Cancer, sinus braycardia rather than slow heart rate, or cerebral hemorrhage instead of stroke.

Don’t Tell Patient his/her Diagnosis

Let them guess what was written on the encounter form that had some kind of strange abbreviations and codes

When referring patients to other doctors,just give them phone number,patient don’t need to know anything else about going to another strange place and people.

Don’t Concerned about Patients Problems

Never completely listen to patients.Always look as a you are a bold or not interested in what they are saying.dodged questions that are difficult to answer. Look like you are annoyed when a patient keeps asking questions.By all means,Don’t look you are generally concerned about the patient’s problem.

Non Professional Attitude of Employees

Make sure there are opportunities in the office for patient to over here employees laughing,talking about other persons or expressing general complaints,make sure telephone conversations with patients by the receptionists can be overheard easily by patients in the waiting area

Non Confirm Over bookings

When a patient call for appointment,tell them you are “all booked up,no slot empty”you might be able to squeeze in,but there is no confirmed appointment you may be wait for a long time.

When a patient call for an appointment don’t try to accommodate his/her needs by offering alternative times and dates. Just tell them when you are booking them.

Misguide and Shuttlecock Patients

When a patient requests copies of medical records for himself/herself or to transfer to other parties,tell the patient his/her chart cannot be found right away and it may take considerable time before their request can be completed.Keep this a low priority for the office staff even though it is a high priority to the patient.When patient request a 2nd and 3rd time, tell them you will look into it.

Simply say,the Labs were Okay

When ordering lab test don’t tell the patient exactly what test and why they are being ordered.Don’t give any indication or give a vague indication when the patient will get lab test results,If you do give a time,don’t commit to it.don’t go over the lab report or explain ranges.simply say,the labs were okay.

Don’t display Signs and Notices for Guidance

Display several,not just a few, signs and notices round the check in area that tell patients and your rules and requirement for getting paid.Rather than explaining your policies in a written handout or brochure or verbally by the receptionist,patients need to get blasted right away about how they are going to pay for your services.

Why we Lose our Patients ? Reason #1 for Losing a Customer

The first step toward losing customers is placing people in customer service positions without providing much in the way of training.

Reason #2 for Losing a Customer

Another way to lose customers is provide no feedback to employees on how they're perceived by customers.

Our Approach in this Presentation

Is to encourage Changing behavioral and mindset Challenging of assumptions Customer Services towards better teamwork Giving and receiving feedback Addressing real issues to people

Thanks For Joining Us

You can make your Job and Life what you wish to make out of it

You never know Who is Watching