First Point of Contact

• Phone Etiquette: use a guide to collect the same information from each NP, but do listen and adjust to serve their needs, connecting with them.
• In Person Greeting: always make eye contact, warm greeting or at the very least gesture if on the phone or with another patient.
• Pleasant Atmosphere: calming colors, comfortable seating, pleasing decor, soothing music or educational visuals.
• Beverage Center: in front waiting room offer water, juice and tea.

Comfort Menu Ideas

• Warm, Cozy Blankets
• Headphones to Cancel Noise (dental)
• Warm Hand Towel or Scented Hand Wipes
• Chapstick (oral health)
• Aromatherapy (massage, acupuncture)
• Light Reducing or Protective Glasses
• Anything Spa-like that relaxes and sets your patient experience apart!

Personalize the Pass Off 

• Walk Patient to Front Office
• Use Name When Communicating Next Steps
• Explain what was done, what needs to be done in the follow-up, and any next steps or expectations including scheduling. This helps with patient understanding and compliance.

Nurturing Communication and Campaigns 

• Utilize Your CRM or Practice Software: automated appointment reminders, due to schedule reminders, after appointment check-in, review/testimonial requests, birthday campaigns, etc.
• Newsletters: educational information, announcements, in-office happenings, etc. sent out monthly or quarterly – be consistent.
• Nurturing Campaigns: email sequences that nurture specific audience through a process. Ex: If they sign up for a nutrition program, you may welcome them, educate them, touch on expectations at different stages of the process – all through automated, timed released emails that drip information for support.
• Ongoing education and communication increases retention rate and keeps you front of mind.

Increasing Retention Rate and Referrals

• Lifetime Value: the more a patient feels cared for, the longer they stay at your practice. Therefore, increasing the LTV for your practice.
• Wow’ing and creating unforgettable experiences that set you apart gets patients/clients talking about you, which promotes referring.
• Have a referral campaign in place recognizing, thanking and showing you are grateful for their trust referring friends and family.
• Send a thank you email, card or small gift to anyone that refers. Have a 2nd tier and 3rd tier for those who refer often increasing the value as you go. Ex: gift card for coffee or lunch, branded material (water bottle, ice pack, chapstick, sun block), branded bigger item (picnic/sport blanket, cooler, reusable bag).
• Implement quarterly patient appreciation prizes with entries for referring a friend, leaving a review or recording a testimonial – which are all forms of social proof that further boost external interest.
• DO NOT tell them about it enticing them to do so, just thank them after they refer on their own. (It’s illegal to ask for a referral or review in exchange for a gift)

Reviews and Testimonials

• Key Indicators: when a patient is happy with their treatment, when they complement you or a team member on their experience, when a transformation of lifestyle or improved quality of life has occurred.
• How To Capture Written Reviews: text or email following up appointments with a link directly to your review pages, a QR code or scannable sign in office with direct links, dedicated page on website with direct link buttons, request as a closing in newsletters.
• What To Do With Written Reviews: post on social media, add to website, showcase in newsletters or educational materials to collaborative care professionals, using as social proof.
• Testimonials can be recorded or filmed as a video for more impact and utilized on social media and on your website.
• Address all reviews, good and bad. Post a message for positive reviews thanking and showing appreciation. Use negative reviews as a learning opportunity to improve services and respond with sincere apologies, following up with personal contact to provide solutions to correct or improve situation.

Case Studies

• Creating case studies is done by the provider. It is a proven success story.
• Collect data, describe how they presented, what treatment/process/protocol was used, and what was the outcome/results/transformation.
• This can be done without using a name or identifying the patient.
• If you do use a name or photos, you must have written permission from the patient.
• Case Studies are excellent examples of the transformation you provide and can be utilized for patient acceptance or collaborative care partnerships. They can be posted on social media, positioned on your website or in a treatment acceptance packet as well.

Collaborative Care

• This subject is vast, but in the context of patient experience, you provide complete care when you and the patients other providers are working together to achieve wellness. It’s been proven the patient is more compliant in treatment when providers collaborate and are working towards the same health goals.