Grow Your Practice

Services

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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

When you 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

This can 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 them:

  • 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?

See the right 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.

  • appointment times and availability to suit patients
  • appointment booking options: telephone, website or smartphone
  • after-hours services.
  • home visits.
  • convenient payment methods.
  • pleasant waiting areas.
  • 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.)

Next page

Practice support
  • Internal and external support
  • Internal support systems
  • External support systems

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This publication is proudly brought to you by Avant Mutual Group. The content was authored by Brett McPherson, reviewed by Colleen Sullivan and Avant Mutual Group.

This publication is not comprehensive and does not constitute legal or medical advice. You should seek legal or other professional advice before relying on any content, and practice proper clinical decision making with regard to the individual circumstances. Persons implementing any recommendations contained in this publication must exercise their own independent skill or judgment or seek appropriate professional advice relevant to their own particular practice. Compliance with any recommendations will not in any way guarantee discharge of the duty of care owed to patients and others coming into contact with the health professional or practice. Avant is not responsible to you or anyone else for any loss suffered in connection with the use of this information. Information is only current at the date initially published. © Avant Mutual Group Limited 2014.

IMPORTANT: Professional indemnity insurance products and Avant’s Practice Medical Indemnity Policy are issued by Avant Insurance Limited, ABN 82 003 707 471, AFSL 238 765. The information provided here is general advice only. You should consider the appropriateness of the advice having regard to your own objectives, financial situation and needs before deciding to purchase or continuing to hold a policy with us. For full details including the terms, conditions, and exclusions that apply, please read and consider the policy wording and PDS, which is available at www.avant.org.au or by contacting us on 1800 128 268. Practices need to consider other forms of insurance including directors’ and officers’ liability, public and products liability, property and business interruption insurance, and workers compensation and you should contact your insurance broker for more information. Cover is subject to the terms, conditions and exclusions of the policy. Any advice here does not take into account your objectives, financial situation or needs. You should consider whether the product is appropriate for you before deciding to purchase or continuing to hold a policy with us.