image Archives - Capko & Morgan

Enter through the front door [practice management tip: patient service]

In a typical medical office layout, there’s a front door that’s used by patients and a rear door (or staff entrance) for employees. Of course, this can be quite convenient, especially when connected to employee parking. But an interesting consequence of this configuration is that physicians and managers never experience the reception area from the patient’s perspective. Next time you head out of the office during the day, come back in through the front door. Have a seat in the reception area. Are the seats comfortable? Are there enough of them? Are they spaced appropriately or too close together? (Imagine yourself sitting next to a sneezing flu patient if you need helping deciding.) If there’s a television, is it audible, but not too loud? Are there recent magazines on hand, or raggedy old ones from last year? What does the front desk activity convey to people waiting? Do patients look impatient – like they’ve been waiting too long? If so, does anyone behind the front desk seem to notice? In our consulting engagements, we almost always have comments on how the reception area can be easily and inexpensively improved. But you don’t need consultants to figure this out. It’s easy to self-diagnose – and the upside on improving could be huge. Patients start deciding how they feel about the quality of the care they receive the moment they walk into the office. Even ill patients will feel better about their visit – and their experience in the exam room – when their first moments in your practice reassure them they’re in a welcoming, professional, and caring environment. Patients view their entire practice experience as their “care” – not just the 15 minutes they get with a clinician. An inviting reception area is a cost-effective way to reinforce your practice’s caring attitude – and get the patient visit off to a strong start.

By Morgan|2022-01-01T22:51:46-08:00May 16th, 2018|

The power of you front desk to influence the patient experience – and your reputation

One of our previous clients decided to move on from her group practice to set up her own practice. After being in town for just a few short years it would be important for her to have a following of loyal patients. For this reason, I decided to research how patients were rating her, and discovered her average rating with several major sites was a 4+ stars. Sounds pretty good, doesn’t it? I decided to dig deeper and read some of the reviews. 4 out of 5 had wonderful things to say, but the one critical rating was brutal and contrary to the glowing comments other patients made about this fine doctor. The strong negative comments by this single reviewer related to his experience with the front office. I suspect this could have been avoided if the front office team took pride in their work and understood that a major part of their role is to greet each patient properly and make sure their needs are met, as well as preparing them for the visit. Such comments as: “I waited an hour in the reception and was completely ignored; the receptionist was rude and acted inconvenienced; I was a new patient and no one seemed to care” reflect a patient that feels discounted and gets upset before ever being escorted to the exam room to meet the physician. Unfortunately, it’s not rare to hear patients complaining about the way they are treated at the doctor’s office and how poorly it compares to their experience at Starbucks or their local bank. It’s time for medical practices to implement some training standards that put patients first. It starts with creating a culture where physicians and managers believe their staff is their number one customer. Staff will only treat patients as well as they are treated by their superiors and the respect and care they are given. A practice will not thrive unless the work environment is one of respect and appreciation – and it starts at the top! Hire good people and treat them right Be selective in who you hire. The

By Judy Capko|2022-01-01T22:51:48-08:00August 28th, 2017|

Patient use of physician ratings sites increasing — not waning

If you've been among the practice managers and physicians ignoring the 'fad' of physician ratings sites, hoping they'll just fade away eventually, there's bad news for you in last month's JAMA: more people than ever are aware of the existence of physician ratings sites. And more people than ever are using them. As has long been the trend, though, patients aren't flooding sites with rants of disgruntlement; positive views continue to heavily outweigh negative ones. The most important take-away from this new research? If you haven't started taking control of your listings on ratings sites, the time to act is now. Hiding won't help ... and taking charge is easy, once you learn a few key steps. Interested in learning more about online reputation management? I will be publishing a new Management Rx ebook on this subject in the next few weeks. To be notified (and take advantage of free review copies if you're interested), sign up here: Subscribe to the Management Rx interest list by Email

By Morgan|2014-03-24T16:37:12-08:00March 24th, 2014|

13 for 2013 Tip #12: Review your directory listings

If the doctors in your practice have been practicing for a while, odds are you've already got listings in the Vitals.com and Healthgrades.com, the largest online physician directories. However, there's no guarantee that those listings are correct -- in fact, it is not unusual for these sites to contain incorrect details such as defunct addresses and phone numbers grabbed from older public resources. The listing for one physician we worked with recently even had the medical school he attended incorrect. The good news is, it is usually easy to 'claim' your listings on these sites using their automated self-identification processes. Once you've claimed your listing, you can change all the details -- and add others that can help promote your practice, such as a photo and a link to your website. Besides checking out your physician rating site listings, the start of a new year is a great time to review your health plan directories as well. Make sure that you're listed properly in all the plans you accept -- including verifying the 'accepting new patients' information. And, don't forget to check that you've been removed from directories of plans that you've dropped -- to avoid any out-of-network surprises for patients that can turn into uncollectible bills for your practice. And don't forget about Google+ (aka Google Places) -- this easy to use listing process is a great way to get additional exposure for your practice and its website, with a link back, space for photos and the opportunity to add custom text about your practice and your philosophy. Customized listings stand out dramatically versus unedited ones -- and it's all free!

By Morgan|2022-01-01T22:52:35-08:00February 5th, 2013|

Master referrals and build a medical practice that rocks!

Mastering referrals is an art and a powerful tool in helping you create the practice of your dreams! Define your perfect patient, the demographics, the type of cases and the kind of patient you like to treat. Identify how you can reach those people and build a solid referral network. Create a marketing plan that nurtures the ideal referral sources and keeps your name front and center. Train staff on the solid principles of mastering referrals: Probing the patient to ensure you accurately documenting how the patient heard about your practice and tracking it in your practice management system Provide an outstanding patient experience: an aesthetically attractive and comfortable office; well dressed professional staff; staff and physicians that make each patient feel special from the time she or he calls the office until the bill is paid in full and everything in between; and thank the patient for choosing your practice. Conduct patient surveys to be sure you are on the mark with delivering an awesome patient experience. Honor and nurture referral sources. Thank them, ask if they are pleased with your service and find out if there is something else you can do to make sure they are satisfied. Network and be visible throughout your community. Be grateful and give back: giving of time and resosurces to support the community and causes you believe in. Stay constant in your efforts and measure your progress every quarter. This will help you build strategies that work and make your practice shine. You can be the master of your practice and build the practice of your dreams! Capko & Company; experts in medical practice management, strategic planning and medical marketing.

By Judy Capko|2022-01-01T22:52:55-08:00May 7th, 2011|

The Way We Look

Get serious about your practice image. First impressions are powerful and your image leaves a lasting impression - so make it positive! The office space See your office from your patients' eyes. Walk in the front door and take a critical look at everything from the paint to the floor, to the lighting to the furnishings, the equipment and even the reading materials. If it's shabby or worn it needs to go! Beyond the space If you think scrubs are the in thing for staff to wear, get a grip. Patients, who are often sick, take time to get dressed for the office visit only to be greeted by employees dressed in scrubs that look like slept-in pajamas. Scrubs are inappropriate for front office and even look shabby in the clinic. A tailored uniform or lab coat with the practice name and logo works nicely for the clinical staff and will make the patient feel they are in good hands. Front office staff might dress in this attire, but nice causal business attire makes a positive impression that separates front office staff from the clinic in the patient's mind. Little things mean a lot The power of image extends to the little things. Set a policy on no gum-chewing, conservative jewelry, and no food at work stations that are visible to patients. These are things we don't often address, but should be part of the dress code that is discussed with each employee during their orientation. Engaging patients Get name tags for everyone - include their name, title and the practice logo - all in a font size big enough for patient to easily read. Then patients will know who they are talking to and who to address when they have a question or need help. Call patients by name and introduce yourself and you will begin to engage patients and build a patient-centered practice.

By Judy Capko|2022-01-01T22:52:56-08:00January 25th, 2011|

Shabby isn’t Chic!

When was the last time you looked around your office with a critical eye? It may be time to take down those 1980s drapes and silk flowers, and put on a new vibe with cool paints. It doesn't take much to bring your office up to date, but when you fail to do it you look like you are "Stuck in the Past". Your office reception room should look sharp and up to date, and give the feeling of a comfortable room in your home -- Good lighting, good reading, and a sense of friendliness. Get on board and get with the new generation of color and splash for your office. If you don't, your image will be tarnished and your patients just might see you and your practice as old and out of sync. That doesn't say much for you, does it? Get with it - We are 10 years into the new millennium - does your practice show it?

By Judy Capko|2022-01-01T22:52:57-08:00October 25th, 2010|