The right services
As the manager of your practice, you know your patients best and you can use this information to offer them improved flexibility and convenience by matching your range of services and benefits to their perceived needs.
More than meets the eye
look at the services provided by the practice, you will realise there is more
than just the medical services and treatments offered by the practitioners. The
patients will see the whole of the business as the service – from the
appointment times available to the accessibility of after-hours medical
information and assistance.
Specific medical services (e.g. radiology
and pathology) and specialist practices, if the a patient to a particular
provider, the practitioners are giving their implied the practice meet the
expectations of your patients and any referring practitioners. They are both
very important stakeholders. The services provided in addition to your
practice’s core services will be what add value to your business.
Match services to perceived needs
be achieved by knowing your patients. Patient surveys and focus groups help
you understand not only who your patients are but also their needs. Ask
- What is important to them when they visit a doctor?
- What services and facilities do they like to see in a practice?
- How can you help them access your services better?
services checklist for some potential needs of your patients and some
options for meeting those needs.
You should also be aware of your own
patient demographics. This requires that you review your patient database to
indicators that can provide crucial information around the type of services
required to match your cohort. There are a number of data tools available to
assist you in this task.
Improve your practice
It is better practice to offer some flexibility and
convenience to patients. The following list is expanded in the right
services checklist to show a range of options.
times and availability to suit patients
- appointment booking options:
telephone, website or smartphone
- after-hours services.
- convenient payment methods.
- pleasant waiting
- nursing or other technical services.
- A good
communications system - including option of electronic communication.
See links for ways to identify whether patients’ common and special
needs are being met (e.g. surveys, patient feedback forms etc.)
- Internal and external support
- Internal support systems
- External support systems