Providing a Great Experience Providing a Great Experience for Your Patientsfor Your Patients

Going the Extra MileGoing the Extra Mile

Chad SchwarzChad SchwarzDirector of Patient & Community RelationsDirector of Patient & Community Relations

Affiliated Foot & Ankle Center, LLPAffiliated Foot & Ankle Center, LLPHowell, Edison & Monroe NJ Howell, Edison & Monroe NJ

www.footdoctorsnj.comwww.footdoctorsnj.comchads@footdoctorsnj.comchads@footdoctorsnj.com

Roger Staubach, a businessman,Heisman trophy winner and legendaryHall of Fame quarterback says it best

with, "There are no traffic jams along the extra mile."

It’s the last 10% that makes 50% of the difference.

- Doug Tompkins, Espirit -

Communicating with Your PatientsCommunicating with Your Patients

7% verbal38% tone of voice55% non-verbal

Dr. Albert Mahrabian, UCLA

Communication Effectiveness consists of:

When First Greeting a Patient…When First Greeting a Patient…

• Spend the first 30 seconds talking about something non-medical

• I see by your hat you’re a Steelers fan…How about that game Sunday night?

• Hey Mrs. Smith, how have you been? How was your trip to Florida?

• Etc.

Make the patient feel like a person, not a ingrown toenail, a bunion, an ankle sprain, etc…

When Speaking with Your PatientsWhen Speaking with Your Patients

• Listen intently to what they are saying

• Take a brief moment when they are done speaking before responding; Do not interrupt

• Maintain eye contact

• Do not seem rushed. In the mind of each patient, THEIR problem is the MOST important

Every single person you meet has Every single person you meet has a sign around his or her neck that a sign around his or her neck that says, “Make me feel important.” If says, “Make me feel important.” If

you can do that, you’ll be a you can do that, you’ll be a success, not only in business, but success, not only in business, but

in life as well.”in life as well.”

- Mary Kay Ash - Mary Kay Ash Founder, Mary Kay Cosmetics-Founder, Mary Kay Cosmetics-

At the beginning of each morning At the beginning of each morning and after your lunch break, try the and after your lunch break, try the

following:following:

Start with 10 coins in your left pocket. Through the Start with 10 coins in your left pocket. Through the first and second half of the day, move 1 coin to the first and second half of the day, move 1 coin to the right pocket each time you compliment a patient. right pocket each time you compliment a patient.

Involve your entire TEAM to do the same exercise.Involve your entire TEAM to do the same exercise.

Your Patient’s First ImpressionYour Patient’s First Impression

People on average make 11decisions about you in the first

seven seconds of contact.

This “First Impression” Starts with This “First Impression” Starts with the Phonethe Phone

• Have a pleasant phone greeting in your front office manual

• Always wait for a response before placing a patient on hold (“May I please place you on hold?”)

• Front office should always smile when answering the phones

• Explain to your TEAM the importance of the initial phone call

When the Patient Arrives at Your When the Patient Arrives at Your OfficeOffice

• Office should be clean and any mess behind the front desk should be hidden

• Work with your practice software so that the front office TEAM is able to greet knowing when the patient has been seen last

• Front office must always smile and greet warmly• Have up-to-date reading material available in the

waiting room• Offer candy (sugar-free) on the front desk

Your Office TEAMYour Office TEAM

• Wear matching scrubs

• Should be involved in the “pocket change exercise”

• Should wear name tags

• Should always smile

Comment BoxComment Boxwww.displays2go.comwww.displays2go.com

External Communication with Your External Communication with Your PatientsPatients

Implement these ideas into your Implement these ideas into your practice to go the “Extra Mile” for practice to go the “Extra Mile” for

your patientsyour patients

New Patient EmailNew Patient Email

Thank you for calling our office to make an appointment scheduled on Wednesday, August xxth, x:00 pm. We take pride in providing first class foot and ankle care for over seventeen years in a friendly, warm environment with doctors and staff who are sensitive to your medical needs.  For your convenience, we are sending

you this e-mail providing useful information prior to your visit to our office.  ***In an effort to give you a timely and thorough response, please call our office at (732) 905-1110 with any questions you may have concerning this email.

 - To download our new patient forms packet you can complete in the convenience of your own home, please click HERE OR To download the forms individually, please click on the links below:- New Patient Registration Form- HIPPA Notice of Privacy- Financial Policy - Our Patients Bill of Rights- Office Policies Regarding Your Insurance- Podiatric Pain Analysis Survey (PAS) - Vascular Questionnaire  --- For directions to our office click HERE --- Please remember to bring your insurance card and a paper referral if needed.  You can learn about our practice at www.footdoctorsnj.com and please feel free to call us

at (732) 905-1110 at anytime with questions. Our office mission statement says it all…..“We at Affiliated Foot and Ankle Center , LLP are pledged to improve quality of life through treatment of foot and ankle disorders. Our team is committed to a relationship

based upon care, concern and compassion. We will always strive to enjoy what we do.” Professionally Yours, Jasen Langley. DPM, AACFASHal Ornstein, DPM, FACFASJessica Addeo, DPM

When scheduling a patient, ask for their email so you can email the necessary paperwork to their home

Appointment RemindersAppointment Reminders

• Reminder Pro Appointment Reminder• Call 4 days prior to the patient’s appointment and

the night before

www.medicalsoftwaretools.com

Call EVERY New PatientCall EVERY New Patient

• This is an incredibly effective way to make your patients feel important

• Have your TEAM print every new patient and their phone number and leave for you to make your NP phone calls on your drive home

Patient Birthday CardsPatient Birthday Cards

www.medicalartspress.comwww.medicalartspress.com

Hand Written NotesHand Written Notes

• For both positive and negative situations, a hand written note and a gift card is very effective

• “There is only one boss, and whether a person shines shoes, or heads up the biggest corporation in the world, the boss remains the same… It’s the customer!”

- Sam Walton

Thank You!!!Thank You!!!

DET

AILS

Remember…The devil is in the details!!!Special thanks to:

Hal Ornstein & John Guiliana for use of their material