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Practice tip of the week: Expert tips to create a concierge-style patient experience


Your weekly dose of wisdom from the Physicians Practice experts.

With all the useful information available on Physicians Practice, it is easy to become overwhelmed.

With this in mind, the tip of the week is a chance to reflect on some of the wisdom found all across the site. In an April 2021 story on expert tips to create a concierge-style patient experience, Jeff Mock writes the following:

“Do you still think of your medical call center as a necessary evil? You’re not alone. Without visibility to the levers that could improve cost efficiency, most practices consider their call centers primarily as a cost center. But in healthcare’s current landscape, where patients view practices through the lens of a consumer, your call center should function as a true value addition.

  1. Ensure calls are being handled by well-trained staff members that are not also responsible for in-person patients who are at the clinic.
  2. Document every patient interaction in your EHR for reference in future interactions.
  3. Dig deep for effective ways to replace voicemail with patient-friendly alternatives.”

Be sure to come back next week for another Tip of the Week!

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