I work with several doctors to help them market their practices.
I develop meaningful, impactful, patient-retaining brands and marketing plans.
Websites
Email Marketing
Patient Handouts / Brochures / Intake Forms
Patient Satisfaction
Staff Engagement
Provider Reviews
Social Media
Online Courses
Blog Articles
Ghostwriting of Doctor-Authored Books (including recipes)
I develop meaningful, impactful, patient-retaining brands and marketing plans.
Websites
Email Marketing
Patient Handouts / Brochures / Intake Forms
Patient Satisfaction
Staff Engagement
Provider Reviews
Social Media
Online Courses
Blog Articles
Ghostwriting of Doctor-Authored Books (including recipes)
Good reminder that your brand is a reflection of your culture - not just a pretty logo on paper (although you need that too!). Every touchpoint - from front desk to billing staff are all part of your patients' experience. Every staffer on your team has the power to make or break a patient's overall impression of your practice. I help you move toward a branded, patient-centric culture.
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NINE TOUCH POINTS
Patient visits doctor. Doctor diagnoses patient.
Doctor treats patient. Patient recovers.
That’s a happy patient, right? One that will leave positive reviews and refer you to their friends?
Not necessarily. There are many components that comprise a “happy patient visit.” The clinical portion is only one slice of a much larger pie. And that pie can have nine or more slices. Nine “touch-points” where the patient interacts with your practice. Together, those touch-points comprise the patients’ overall experience.
WEBSITE
Is your website up-to-date? Does it clearly list what you do and where you’re located? Do the pages load quickly?
Are there articles and links to relevant sites?
SOCIAL MEDIA / ONLINE PRESENCE
Do you have a constant flow of social media posts? Do you respond to positive AND negative reviews?
FRONT DESK
Are the folks who answer your phones coached on to be friendly, engaging and informative? Do they know everything you offer? Do they know how to “seal the deal” and get the patient to schedule an appointment?
WAIT ROOM / DECOR / PARKING
Is your waiting room updated, clean and inviting?
WAIT TIME
An hour (or more) wait time negates all of the positives.
CLINICAL EXPERIENCE – NURSES, MA'S, TECH'S
Patients can love the doctor, but have awful experience with your MA, Nurse or clinical staff. Are these teams coached in how to treat patients?
CLINICAL EXPERIENCE - DOCTOR
Is the doctor looking the patient in the eye, answering questions and really listening? Even a dire diagnosis can be a “positively reviewed experience” if the patient is treated with care and compassion.
CHECK OUT / BILLING
Again, is your billing team coached in patient satisfaction techniques, and how to de-escalate difficult transactions?
PHONE CALLS / TEST RESULTS / RX
After wait times, the most frequent complaint is that patients don’t get called back with answers to their questions or test results. How does your team handle this essential operation?
Patient visits doctor. Doctor diagnoses patient.
Doctor treats patient. Patient recovers.
That’s a happy patient, right? One that will leave positive reviews and refer you to their friends?
Not necessarily. There are many components that comprise a “happy patient visit.” The clinical portion is only one slice of a much larger pie. And that pie can have nine or more slices. Nine “touch-points” where the patient interacts with your practice. Together, those touch-points comprise the patients’ overall experience.
WEBSITE
Is your website up-to-date? Does it clearly list what you do and where you’re located? Do the pages load quickly?
Are there articles and links to relevant sites?
SOCIAL MEDIA / ONLINE PRESENCE
Do you have a constant flow of social media posts? Do you respond to positive AND negative reviews?
FRONT DESK
Are the folks who answer your phones coached on to be friendly, engaging and informative? Do they know everything you offer? Do they know how to “seal the deal” and get the patient to schedule an appointment?
WAIT ROOM / DECOR / PARKING
Is your waiting room updated, clean and inviting?
WAIT TIME
An hour (or more) wait time negates all of the positives.
CLINICAL EXPERIENCE – NURSES, MA'S, TECH'S
Patients can love the doctor, but have awful experience with your MA, Nurse or clinical staff. Are these teams coached in how to treat patients?
CLINICAL EXPERIENCE - DOCTOR
Is the doctor looking the patient in the eye, answering questions and really listening? Even a dire diagnosis can be a “positively reviewed experience” if the patient is treated with care and compassion.
CHECK OUT / BILLING
Again, is your billing team coached in patient satisfaction techniques, and how to de-escalate difficult transactions?
PHONE CALLS / TEST RESULTS / RX
After wait times, the most frequent complaint is that patients don’t get called back with answers to their questions or test results. How does your team handle this essential operation?