Last week was a very difficult week for me and my family. Our Golden Retriever “Lucky” required surgery to remove a mass on the top of her head that had become infected. Surgery was the only option. The procedure was quick and relatively low risk. But Lucky is almost 14 years old and our biggest concern was putting our elderly dog under general anesthesia.
The surgery was successful and Lucky is doing fine. The interesting part of the story is about the entire experience that we went through with the veterinary surgeon and the staff at the animal hospital. I believe every practice owner can learn a lot from our experience that would help in their practice.
There’s a saying that “people judge what they don’t see based on what they do see”. Everyone within your practice is a reflection of your reputation. If a staff member doesn’t provide great service, then your patient will assume that you won’t either. Even the best doctors can be brought down by a poor staff effort.
When I was referred by Lucky’s vet to this surgeon, I already had sense of trust. Lucky’s vet has known her and cared for her most of her life, so if she trusted this surgeon, then why shouldn’t I trust him too? However, I had to be thorough, so I first did some research online and then called the animal hospital to get some more information.
When I called the hospital, the front desk staff was wonderful. They were upbeat, personable, and took the time to answer all of my questions. I felt very comfortable and decided to bring Lucky in for the initial consultation. When we arrived, the staff was not only welcoming, but also prepared. They had already contacted our vet and gotten Lucky’s file faxed over. The surgeon saw us quickly and spent plenty of time discussing the risks of the procedure and answering all of my questions.
The day before the surgery, a nurse called to make sure we understood exactly what we had to do to prepare Lucky for the surgery the next day. She was thorough, as well as very pleasant and comforting. When we arrived on the day of the surgery, the front desk had all of the paperwork prepared so we quickly got Lucky admitted. The nurse sat down with me and thoroughly explained the timetable for the day, what to expect, and how to care for Lucky that night after the surgery. I felt comfortable and confident that our “daughter” was in the best of hands.
It was certainly a relief to get the call that the surgery was successful and Lucky was fine. When I arrived to pick her up that night, the nurse thoroughly explained her post-op care and the surgeon took plenty of time to answer all of my questions again. The entire experience was outstanding. It would not have happened, however, if it hadn’t been a team effort among all of the staff at the animal hospital. Yes, the surgeon was great, but the staff made the experience really exceptional. I was a “Raving Fan”. It was the type of experience that I’d want every patient to have with each of my clients.
Don’t let YOUR staff bring you down. You could be the best doctor in your area, but if your staff doesn’t deliver a great patient experience, it will be a negative reflection on YOU. If your staff needs customer service training or you’d like to make sure your patients have the best possible experience with your practice, contact me for assistance.
Proven Strategies for a Strong, Profitable Practice!
Rich Hachenburg
Founder of Competitive Edge Healthcare Marketing
P.S. Let’s connect on Facebook, Twitter, LinkedIn, and Plaxo.
| P.S. Want More from Rich? |
