EP230 | Simple Ways To Improve Your Customer Experience

So, last week a patient told me, unsolicited, that we've created the best healthcare customer experience she's ever had. That's not by accident, people! We've spent a ton of time on this. The cool part? A lot of what makes a killer experience doesn't cost a dime. I'm diving into five simple, super effective ways you can up your game and make your patients feel like a million bucks, whether you're a solo act or have a team. These are the things that turn patients into raving fans and referral machines.

🔑 Key Takeaways:

• Speed of response is non negotiable. Get back to inquiries and patient questions FAST. It shows you care and sets you apart immediately.
• Clarity is king. Pre-frame their entire journey, explain what to expect at each step, and then reinforce it all with a detailed follow up email outlining their plan and homework.
• Personal connection counts. Always greet patients by name, ask about their lives beyond their injury (family, hobbies, pets), and thank them for their time. These small touches build huge trust.

🧠 Pro Tip:

• That follow up email after the first visit is pure gold. Clearly outline what you found, your plan, their homework, and how to reach you. It answers questions before they're asked, keeps spouses informed, and dramatically boosts confidence in your care.

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