In the face of increasing competition, a decrease in the solvency of the population and market pricing for clinic services, more and more attention is paid to increasing the level of medical service. First of all, this applies to private medical organizations, the profit of which directly depends on the reputation of the clinic and the number of patients. So, let’s consider the main levers for improving the quality of medical services, increasing customers and income.
Medical service: what is it
The management of medical facilities comes to understand that the success of medical activity depends not only on clinical effectiveness: the correct diagnosis and competent treatment. Patients also invest in the concept of quality service the level of their service, that is, associate of applied science in diagnostic medical sonography medical service. They evaluate:
- the level of stress during a visit to the clinic;
- physiological parameters, for example, the soreness of diagnostic procedures;
- convenience and aesthetics of the medical organization;
- psychological comfort when communicating with the clinic staff.
A patient who feels comfortable and also receives quality medical care creates a positive impression of the clinic. He will write grateful reviews, confirming the quality of the medical service, and advise the medical facility to all his friends. This is called high customer loyalty.
Ways to improve medical service
Business experts offer a lot of ways to increase patient loyalty. Some of them are quite expensive, such as repairs and the purchase of comfortable furniture. Other activities require minimal financial costs and at the same time significantly affect the assessment of the quality of services. It is not necessary to hire a marketing company to improve the medical service. It is enough to thoroughly analyze all aspects of the work of the medical institution and customer reviews. The information obtained will help to draw up a plan to eliminate shortcomings and improve medical services.
We create a comfortable atmosphere
At the design stage, the area of the premises should be calculated according to SanPiN and taking into account the number of potential customers. The crowd of patients in narrow corridors is annoying and creates difficulties for the medical staff. Windows and doors to offices should muffle sounds.
Ways to improve the service:
- comply with SanPiN. Indicators of brightness and temperature in different rooms are indicated in the current SanPiN 2.1.3678-20. In winter, exclude drafts, and in summer – too stuffy atmosphere. To do this, conclude a contract for the service of ventilation and heating systems, install air conditioners. Bright light is needed only at the doctor’s desk and in operating rooms. Install low-light fixtures in the waiting area. Such an atmosphere is calming;
- monitor the observance of impeccable cleanliness. Furniture, wall and floor coverings must be resistant to regular wet cleaning and disinfectants. Cobwebs on the ceiling, dust, dirty floors, cracks and chips in the lining of the premises – all this is not comparable to high-quality medical service. Conduct training with junior medical staff on current and general cleaning;
- consider design solutions. Calm colors in the interior with a few bright spots in the form of an aquarium with fish, paintings on the wall and themed corners soothe and at the same time not let you get bored. Diplomas and awards in the doctor’s office will increase the credibility of the specialist.
For quality service, it is important that the waiting area is comfortable. Install comfortable furniture and a water cooler. Put a box with disposable napkins on the table, lay out thematic brochures on current topics.
The concept of a sensory-adaptive environment has appeared in the medical service. A comfortable environment is created by muted neutral aromas, quiet calm music and warm lighting that does not blind your eyes;
- healthcare workers are the face of the clinic. A neat appearance of the medical staff is a mandatory attribute of a good clinic. Order overalls, work shoes and badges for medical workers. Work with the medical staff about the inadmissibility of bright makeup / manicure and untidy hair.
We provide psychological comfort to patients
Sick people experience excitement and sometimes genuine fear while visiting a medical facility. They need psychological support, respect and confidence in a speedy recovery. The basics of competent communication, which is an integral part of the medical service, must be taught to all clinic staff: from doctors and administrators to nurses and nurses.
To ensure a high level of medical service, medical staff must have the following skills:
- be polite and remain calm in any difficult situation;
- be able to listen carefully and explain complex medical terms in simple terms;
- to show participation and attention to each patient from the moment of his arrival at the medical institution until discharge.
A medical service built on a trusting relationship between a health worker and a patient automatically reduces the stress level of the latter and inspires confidence in the successful outcome of the disease. The doctor is obliged to tell truthfully about the prognosis and possible risks. At the same time, it is necessary to justify each chosen treatment method and explain how to avoid negative consequences. Successful schemes of work of private clinics include accompanying the client after the treatment. To enable the patient to contact the treating doctor in an emergency, print business cards.
We solve organizational issues
Only a VIP-level clinic can afford to attach a personal curator to each client. In most institutions, patients are met at the entrance by a special employee who will help them navigate and give advice on which doctor to contact. The administrator must know the smallest nuances of the institution.
Everyone Loves Free Bonuses
A cup of free coffee or herbal tea, a vase of sweets at the reception, the latest press and a health video on the TV screen confirm the attentive attitude to each patient and encourage productive interaction with the doctor. It is these small nuances that are found in clinics with a high level of medical service.
Technical opportunities to improve the level of medical service
As part of the digitalization of medical services, all healthcare facilities are required to connect to the Uniform State Health Information System through regional information systems. In addition to the main working options – connection to the FRMO and the register of medical documentation – MIS makes it possible to issue electronic prescriptions and advise the patient on the nearest pharmacy to buy medicines.
An effective tool for improving medical services is connecting to CRM systems. The software allows you to maintain feedback with clients and control the quality of medical services. By analyzing patient needs, you can set up effective email and SMS reminders.
We recommend actively filling out the clinic’s website and keeping pages on social networks, offering an appointment without leaving home. This will additionally attract potential customers, and patients will not sit in queues. It is important that the site contains up-to-date information about the diagnostic capabilities of the clinic, the methods of treatment used, the composition of doctors, etc.
It is important to select qualified managers who receive calls. Based on the results of communication with them, clients decide whether to contact a particular clinic or look for another one. Call center operators are required to have up-to-date information, be able to clearly answer the questions posed and convey a benevolent attitude with their voice.
Another option to improve the quality of medical service is online consultation. As a rule, at the first appointment, the doctor only makes a preliminary diagnosis and prescribes the necessary studies. These services can be provided via videoconferencing.
Financial aspects of the clinic
In order for a medical institution to be competitive, it is necessary to comply with:
- Rule number 1 – “Stick to the average prices in your area, city.”
- Rule #2 – Exceed patient expectations. Offer more for a given amount than the competition.”
There are many examples of successful medical institutions that set high rates for medical services. In this case, management focuses on rule number 2, providing modern equipment and various loyalty programs. These may be discounts for in-demand medical services. Cumulative bonuses for patients and their families, as well as individual service conditions, work better. According to the results of foreign studies, loyalty programs reduce customer turnover by 30% and increase clinic revenue by 10%.
Programs of combined procedures, such as check-up diagnostics, help to increase the average bill. Some clinics go further and offer a small free procedure as a bonus to expensive treatment.
Financial transparency indirectly confirms the quality of services provided. A contract is concluded with the client indicating their cost. In the process of treatment, changes in the specified amount or “gray” payment schemes past the cash desk are categorically not welcome.
A high level of medical service combined with talented doctors will definitely lead the clinic to success. The Academy of Professional Standards conducts online professional development training for medical workers, including training in psychological communication skills for ordinary medical staff and management classes for managers. Our experts will give advice on preparing the premises and obtaining a license for medical activities.
