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Professionalism in your practice
Cindy Pezza, PMAC
Pinnacle Practice Achievement, LLC
Jeffrey D. Lehrman, DPM, FASPS, FACFAS, FAPWHTwitter: @DrLehrman
Your practice’s reputation
From the initial phone call until check-out, there are countless ways to improve or tarnish the reputation of your practice.
You are the front line of defense and the lasting impression that patients’ take home.
Smile through the phone
Make sure they can hear you
Be polite (even if it hurts)
Never chew on the phone
Keep hold time to a minimum and only Place them on hold ONCE!!
Keep your word
Personalize and Thank them for calling (and sound like you mean it!)
Aesthetics
Make your office and your staff visually pleasing!
Clean reception area New magazines Educational materials and programming Spotless treatment rooms Living plants Quiet music
What’s my name? Don’t be the “shoe girl/guy” or
“The one who takes my money”
Answering faq’s Let’s try some. . Just for fun
Is it really important to keep my bandage dry?
I don’t remember what the doctor said.. . Do I put ice or heat
on my heel?
Is it okay to let my dog lick my ulcer? (dogs have clean mouths you know. .
Not like cats!)
Do I have to wear that heavy jacket when you take my x-ray? My parts are too old to protect
Can the doctor just call me with my mri results? I know he only wants to
collect my copay!
Why do I have to fill out all of these papers? Can’t you people look it up on that computer of yours?
Isn’t it your job to call for my referral? I’m busy you know!
I’m diabetic, Is it better to wear white or black socks?
What if I have on black shoes??
Why does medicare pay for these shoes once a year? They don’t like to
pay for much else?
Deductible. . . Can’t you just rebill it?
Is a podiatrist a real doctor?
Scheduling conflicts
Every office has them. . .schedules and conflicts
It’s how we handle them that makes all the difference
Patients that arrive early
Patients that arrive late or whenever they choose to. ..
How late is too late? Are you sticking to your policies?
For late patients When collecting copays With no-shows (cancellation policy)
Are your doctors undermining the practice policies?
Unprepared patients
Are you educating your patients?
New patient paperwork/intake forms filled out ahead of time via your website
Medication lists/allergy lists Medical history Primary Care information including referral in
place prior to visit Copay/deductibles due at time of service Directions to your office Arriving early as a new patient
Doctor time in treatment rooms
Table turnover theory
White lies and stories
appointment types
Your doctors should review the differences between urgent/non-urgent/emergent visits
All TEAM members should shadow in the treatment room and understand what happens with each common visit type
Scheduling systems/appointments should reflect the amount of time needed to treat the most common visit types
Reason codes Assign reason codes for all the most common
visit types and stay on time! If reason codes have not been created, PLEASE
go back to your offices and do it! Conduct a time study to see how long it takes
for your patients to move through the office Calculate how long your patients are in the
treatment room, not how long the doctor is in with them.
Put yourself in their shoes
Would you be satisfied with your experience as a patient in your office?
Wait times in most offices are exceptionally long
Personal service and professionalism are usually lacking
Make your office stand out by exceeding your patients’ expectations
Have a mission statement
Work together towards a common vision
we value your professional opinion
Please feel free to contact me with your professional tips and techniques or if you need help implementing any of the concepts discussed
