With government restrictions for COVID-19 being lifted, patients are delighted to be returning to face to face appointments and enjoying an in-clinic experience. Improving your in-clinic patient experience will show your patients how important they are to your practice and help to position it above the competition. So, if you’ve not thought about this element of your practice recently, consider these five ways to improve your in-clinic patient experience. Whether you’re an aesthetic clinic, a cosmetic surgery provider, a chiropractor, an osteopath, a multi-disciplinary clinic, a large chain or work in a different speciality, we think you will find these tips invaluable.
Before the appointment
Make it easy for patients to book, reschedule and pay for appointments online with an efficient app or via your website, so that they can do so at a time convenient to them. Keep in touch with text reminders to engage with them in advance, and assure them that their business is important to you. Perhaps even some more detailed information about their booked treatment or similar related treatments could be sent to them ahead of their appointment to further engage with them, and to ensure they look forward to their visit and know what to expect. e-clinic offers an easy to use online booking and payment app – find out more at bookmyclinic.co.uk.
Welcome
Every new relationship should start with a solid first impression, and it’s important to get that right for your patients. Coming to a new clinic can be intimidating, so ensure a warm welcome by a dedicated member of staff, with an efficient check-in arrangement. The clinic itself should provide a calm and welcoming atmosphere, so consider soft lighting, soothing ambient music, and perhaps an essential oil diffuser or scented candles to build a luxurious oasis. Fresh flowers or indoor plants will also provide a soft, welcoming touch.
Waiting time
Using online booking with reminders and easy rescheduling for clients will help reduce no shows and waiting times, but sometimes a short wait is unavoidable. Creating an environment that patients look forward to visiting and where they feel comfortable will mean their waiting time seems to pass more quickly and also offers an opportunity to build your relationship with them. Smart and comfortable seating is a must, and dog-eared magazines should be replaced with neat periodicals suited to your client base and stylish coffee table books. Also consider offering simple refreshments such as chilled fruit water or coffee, and free, reliable wifi. The waiting area is also an opportunity to share your brand with clients, so choose artwork that aligns with your ethos and perhaps provides apposite information.
Personalisation
Communication is key to building a great rapport with your patients, so listening, and moreover ensuring the patient feels listened to is paramount. When your patient arrives, let them feel important and well looked after by preparing well and reviewing their notes ahead of time. Get to understand their goals and build a history of their progress by efficiently recording their clinical data, so that they know you genuinely want to help them and to see real improvements. Make them feel that they’re an important part of your day and that you’re working together as a team to achieve their treatment aims.
After care
Checking in on your patients after a visit will help build trust and loyalty, so sending a message a few days after their appointment is a good way to make them feel looked after. Asking for feedback will also make them feel listened to and valued, as well as providing useful insights for potential improvements. Recognising loyalty with a reward scheme, perhaps offering a discounted session after a certain number of bookings for example, will ensure your patients will continue to book with you and set you above your competitors.
While the quality of treatment is of course of huge importance, it is your patients’ in-clinic experience that will ensure they return and book additional treatments. And just as important as your current clients, their recommendations to family and friends are what will see you engage with new ones.
