Patient Center Flow

Considering Chapter 8 topics for customer service with a goal of building a loyal patient base, use a “story” to describe how your practice would be designed with the patient in mind. Post a discussion in which you describe, from the patient’s perspective, what happens from the minute you arrive (on time) in the waiting room until you are ready to leave. Example: Sue is describing her office visit with a friend later the same day. She tells her friend: I have never been so impressed with a visit to the doctor. I arrived about 10 minutes before my visit and was greeted by the receptionist. She gave me a piece of paper with a unique user id and asked me if I would like any assistance with using the computer they use to verify the information they have on file. I told her I’d give a try first and let her know. It was very easy – I just touched the screen and keyed in my id. My insurance and all other information came up one block at a time and I could choose edit or ok to get to the next block. It only took a few minutes and then there was a form asking questions about today’s visit. By the time I finished, I didn’t even have a chance to sit in one of those really comfortable looking chairs before a nurse called me in to the first examining room and asked how I’ve been since the last visit…”

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