And the patient is on their way…
So sharing the clinic reputation is placed in the hands of the patient who just came in or called on the phone. The hope that this patient will carry it forward and convince someone new to contact the clinic. What we know about customer stories is that people tend to talk a lot more about the bad experiences they’ve had than the good ones. In the context of both recognizing the patient’s experience and driving the good stories, a quick take on the 5 W’s for the clinic:
Who made the most important impact on the patient? We hope the physician, but what if someone else among the staff is creating their own reputation that upon further review might be classified as ‘non-compliant’ with the physician’s expectations and level of care?
What does the ‘clinic reputation’ and ‘value add’ mean to everyone who either directly or indirectly serves patients of the clinic in any way?
Where are the patients turning for issues such as compliance with a treatment plan, additional guidance, and how much of it involves this clinic?
When the patient has a question, concern, request, testimonial or complaint does everyone on staff know the path for this communication within the clinic?
Why – because medical care is a personal experience for all concerned.