Top Tweets for #frontdeskSuccess
Merikay Hunt from https://t.co/JoTo4MDkLj returns with Part 3 of our Tip of the Week series, dive in and take control of stress and worry in your healthcare practice.
Watch now and don’t forget to subscribe to our YouTube channel for more: @hctrainingleader
#FrontDeskSuccess
HUGE VALUE HERE.... #PHYSIOS
and even more when it's moved upstream with the intake process (front desk)...
been using this approach at the front desk for years...and the patient and business results showed it's impact
Thanks Adam
#frontdeskSuccess
#patientSuccess
A preamble on how to better understand your patient using 🧊
I’m out of rehabilitation mode and back into triage mode. It’s a little jarring at times, returning to square one with initial encounters, but it’s got me reflecting on the importance of understanding patients.
You can be the most attentive listener, demonstrate perfect body language, and have solid examination skills with a good sense of differential diagnosis.
BUT, if you don’t understand where your patient is coming from or what page they’re on, the encounter risks becoming muddled—a guessing game with an uncertain way forwards.
For example, how can I, as a patient, buy into exercise as therapy if I have a strong preference for joint injections and assumed you’d offer me that? Or worse still, if I see you as a roadblock or merely a stepping stone to this outcome?
I've been here many times before—this is really important in chronic pain, when recovery times are lengthy or when a bunch of options are conceivably on the table. You might get the sense that this part could either be accelerated or omitted entirely.
It's awkward right!
"Well, don't you know? You're the expert."
"I don't have any expectations (or goals)”
Enter scrunched up face. 😏😬
But it’s best to have all intentions, hidden thoughts, worries, and fears out in the open. That’s not to say this will necessarily happen during one encounter or even when you ask.
Sometimes these answers emerge naturally during conversation; other times, we need to ask directly. I often find that they surface at the end, during question time, even though I’ve explicitly asked halfway through. Go figure. Sometimes nothing will and you may have to fill in the gaps and be a little assumptive.
I would broadly recommend the use of ICE:
Ideas
Concerns
Expectations
I’m not going to reinvent the wheel here—there’s plenty of great content out there. But I’ll start you off with this from @BWhybrowPhysio below
.... I KNOW A GUY ......
#frontDeskSuccess
I just called to make an appointment at a health system and got placed on hold 24 separate times.
Had to beg them to stop putting me on hold.
Is this the “patient engagement” people keep talking about?
BACK IN THE CLINIC...
... connecting all the dots...
FIRST PHONE CALL -----> COMPLETED PLAN OF CARE
... ***Of course. FRONT DESK IS KEY
#Frontdesksuccess
#businessSuccess
.
It's like a CRANK CALL....
only it's REAL
and
it's your PRACTICE
.. YOU ALL READY FOR THIS?!
@paulsingh
#frontDeskSuccess
.
The longer you wait in their journey to start building trust, the more of a fight it'll be to gain it.
Start doing this as far upstream as you possibly can and all you'll be fighting for is your right to party....
#BeastieBoysFriday
#FRONTDESKSUCCESS
There's a PROCESS for all this...
I am currently helping clinics to manage this during the patients FIRST PHONE CALL and PRE AARIVAL process
better for the (potential) patients!!!
and yes then...
better for the practice
#patientsuccess
#frontdesksuccess
#businessSuccess
Physical therapists do so much good! But accessing a PT is hard. From telehealth, I've recommended many clients to in-person PT. Always the same issues. Long wait times, insurance issues, or referral requirements. Seems to send a message of "no" before "yes"
.
going out of Network
more ARRIVE,PAY,STAY
less cancels, drop offs, no shows
...... HOPE IS NOT A STRATEGY ...
. thanks for coming to my TED talk
#patientSuccess
#frontdesksuccess
#businessSuccess
#clientexperiencecompany should be your next stop.
DM me
.... CLIENT EXPERIENCE COMPANY..
#ArrivePayStay
#patientSuccess
#businessSuccess
#ScaleGrowExit
#CLexCo
#frontdeskSuccess
#teamSuccess
.
DO YOU UNDERSTAND THE STEPS TO #PATIENTSUCCESS ?
... you can't have it without #FRONTDESKSUCCESS
..it's about THEIR journey and then owning every single step to its fullest
Cheers
#FrontDeskSalesSuccess
.
The people that sit right here are one of your biggest assets!! Make sure they understand their role in the patients journey! Completed plans of care start HERE. 📍
#FrontDeskSuccess 🔥
The front desk is a huge cog in your business, in this system, in the process of your business.. and they TURN a lot of levers and they ACTIVATE a lot of levers and they IMPACT almost every lever within your business. 👊
#frontdesksuccess
#practicesuccess
#patientsuccess
GROWTH....
..... it ain't easy, and it's painful...
.
Happy to say...it's doing!!!!
... 12 clinics we are serving...
.
#FDSS
#FrontdeskSUCCESS
#patientSUCCESS
#businessSUCCESS
I find the HARDER clinics try to fix/manage CANCELS and NO SHOWS..
.. the deeper in the weeds they get AND the farther away from the actual solution..
.. They build more and more around punishment rather than rewarding ARRIVAL
#patientSuccess
#businessSuccess
#frontDeskSuccess
Looking forward to part 2 of the learning series ..
ARRIVE
PAY
STAY
2hrs tonight.....
#patientSuccess
#frontDeskSuccess
#businessSuccess
.
Growing businesses through owning ALL the steps of the patient lifecycle..
👉 MORE ARRIVE, PAY and STAY!
.
.
#patientsuccess
#patientlifecycle
#frontdesksuccess
#artandscienceofsellinginhealthcare
Doing secret callers today....
In honor of KISS radio in Vancouver CA
I will be going by the names of all the members of ....
RAGE AGAINST THE MACHINE
here we go
#frontDesksuccess
#patientSuccess
#businessSuccess
#SecretCaller
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