staircase remodel grayslake small master bathroom remodel eichler remodel chicago modular home remodel kitchen expansion into dining room .. Chicago Drug testing

Perception: What Are Your Patients REALLY Hearing?

Never underestimate the power of perception! Perception plays a major part in what is actually said -vs- how it is heard. And to patients...perception is reality!

For example, lets look at broken appointments, one of the biggest problems in your practice. Last minute changes and no show appointments account for thousands of dollars a month in lost revenue for the practice!

Are you sending signals to your patients that it's all right to break appointments?

When the patient calls and says they "Forgot" or "Have a meeting." or "Just want to reschedule." Is your response "That's OK.", "Sure, that's no problem." or simply..."How soon do you want to come back?" And then schedule them right back at the 1st available opening?

A well established practice with a scheduling coordinator who knows the patients well has a sense of "offending" the patient if they remind them of the dilemma this last minute change will make.

Nothing could be further from the truth or more harmful to the practice!

An unusually high number of broken appointments generally translates into a lack of respect concerning your practice and appointments time and "time is money."

Generally patients simply are not aware of the problems associated with last minute changes because they have been "trained" (they hear) it's so easy to change the appointment.

Often before we can "train" the patient, the front office must first "re-train" their response to these last minute calls.

For example, when the specific date or time a new patient or existing patient wants is not available, if our reply is: "We get cancellations every day" or even worse, "We get cancellations all the time and can get you right in", what have we taught this patient?

In just a matter of seconds the patient has been "taught" (heard) It's all right to call at the last minute to change an appointment, cancellations happen all the time, when they do cancel they can get "right back in."

The patient has no value associated with the practice or the appointment time. In fact, we "signaled" (and they heard) it's OK!

A more positive verbal response would be: "Let's go ahead and schedule you an appointment. Should there be a change in our schedule on that date, I will be glad to call you. May I have a number that you can be reached during the day?"

This time in just a matter of seconds you have trained the new patient and existing patient to think (they heard): You have a tight schedule (busy practice), "Cancellations" are not even mentioned (not an option) and there could be a wait before being re-appointed if they have to change---(best keep the appointment!)

Value is now being associated with the practice and appointment time.

This problem didn't happen overnight and won't be "fixed" overnight. But making it a priority to use positive verbal skills in training your patients to value their appointment and practice time will make a noticeable difference.

After all, how you are perceived by your patients is everything, and it's all in their Perception.... What your patients are (Really) hearing!

About The Author

Livvie Matthews, Business Office and Patient Relationship Specialist helps you FOCUS on narrowing the gap between your practice -- your business. Visit http://www.LivvieMatthews.com Business Office News mailto:subscribe@livviematthews.com

officeconsulting@earthlink.net

In The News:

Virtual Assistance for Healthcare Professionals

Administrative and clerical tasks are the bane of every industry.... Read More

Pressure Washing Business; Steam Cleaner Fuel Maintenance

It is essential that you fully understand how the fuel... Read More

How to Bond a Business Relationship

When should you create a foundation in order to solidify... Read More

Street Wars Between Mobile Car Washers and Mobile Auto Detailers

There is much competition in the mobile auto detailing business.... Read More

Organizing Tips for Small Business Success

If you discovered the bottom line in your business depended... Read More

Secrets Revealed To Having The Most Professional Staff On The Telephone!

Do you have all the customers your business can use?The... Read More

Professional House Cleaning - The Dirty Little Secret

Are you tired yet of all the books out there... Read More

Boat Detailing Tips and Procedures

Auto detailers are often asked to clean boats and detail... Read More

Selling Your Business, Entrepreneurs Role

$elling $elling $ellingWhat makes a great sales person? Well, the... Read More

Postcard Marketing Your Small Business

One of the best marketing strategies a business or organization... Read More

The Workers? Compensation Situation in this Country is Nuts, Arnold in CA Takes Action

The Workers' Compensation situation in this country is unbelievable. Why,... Read More

Top 10 Mistakes to Avoid When Joining a Professional Association

I'll be the first to admit that I went a... Read More

Small Business Ideas - Your Image Can Lose You Business

What image do you and your people portray to your... Read More

Dynamics of Daylight Savings Time on Service Businesses in the United States

The Dynamics of Daylight Savings Time changes the way we... Read More

Round Pegs In Round Holes: The Amazing Secret of Succeeding in Any Business Every Time!

Success is the desire of everyman on the face of... Read More

Building A Business That Works For You

Before you want to build your business, you need to... Read More

Small Home Business: Ad Copy Secrets

So it's time to invest some finances into advertising your... Read More

Beating the Small Business Cash Flow Blues

Small business owners can relieve a lot of their own... Read More

The Key to Small Business Growth? Buyer Alignment

Unfortunately for all buyers, each selling organization and their individual... Read More

Be Nice to Your Payroll Department

Ok, so next to the taxman, your company payroll department... Read More

How to Profit Handsomely From a Secret Business Model Virtually No Small Business is Using!

Have you been searching for the perfect home-based business? I... Read More

Image of Your Franchise Automotive Outlet is So Important

Image of your franchise automotive outlet is so important. Some... Read More

Get Free Payroll Forms Download from the Internet

Having a successful business means also having a good working... Read More

Small Business Secrets: Self-Confidence Can Be Arranged

At first blush this idea might be difficult to wrap... Read More

Window Cleaning Business Start Up

Should you buy a business opportunity or Franchise if you... Read More

store led lights osram induction lighting Pete's produce ..
store led lights osram induction lighting Pete's produce ..