Improve the in-office experience
The surest path to a better in-office experience starts with a friendly and happy staff. It sounds simple, but it can actually be a difficult challenge for medical practices. Burnout can negatively impact a practice, even when hiring the best staff and brightest cultural fits. Staff and providers not only need to feel like they are contributing to the overall mission and purpose of the medical practice but, on a day-to-day basis, they need to feel they are contributing to the practice’s success in a way that only they can.
For doctors, that means delivering the best patient care. For staff, it means being able to focus on face-to-face interaction with patients and providers, which requires removing tasks from their to-do list that can otherwise be automated.
At many healthcare practices, front office staff spend most of their days booking and confirming appointments. Not only is this tedious for them — often demanding hours on the phone — it’s also inopportune for patients who must wait to be greeted and served. If your practice has improved the pre-visit experience by automating routine tasks related to scheduling appointments, sending appointment reminders, filling out forms, and collecting insurance information, your staff will have the ability to be fully present and focused on interacting with patients as they walk through the door.
The downstream of this additional time, of course, is the ability to empower your front office staff to take on special projects. Think of the hundreds of projects your practice might be itching to tackle if only it weren’t busy putting out fires on a daily basis. You might want to update your waiting room, for example, to create a more welcoming space for patients.