Patient satisfaction is no longer relevant. Patient experience, however, is relevant now more than ever.
Patients today are proactive and armed with knowledge. Because they have better customer experiences elsewhere, they have come to expect, if not demand, a new way of interacting with you-their doctors and healthcare providers.
In our Experience Economy, people will always pay more for a superior experience:
- Starbucks turned the traditional "grab a cup of Joe and go" service into a lounge concept where people may linger, eat treats, listen to pleasant music, and enjoy free Wi-Fi.
- Amazon has primed their customers with immediate benefits of the Buy Now button. Apple has demonstrated how thoughtful and integrated design offers an enjoyable, cohesive experience.
- Disney, Sandals, Club Med, and Ritz Carlton give their customers such an amazing experience that they actually want to take home memories.
Providing an exceptional patient experience, then, is pioneering work for all doctors and providers, whether you're chained to the public health system (like I was), in concierge medicine, or in private practice.
This book will show: how your intention and presentation affect whether your patient has a pleasant experience under your care, how your revenue will grow as you pay closer attention to what works and doesn't work in your space, and how your experience is just as relevant as your patients'.
By setting and exceeding patient expectations, not only will you be happier, so will your patients. All by you focusing on:
- Creating a more pleasing working environment for you and your staff
- Providing for your patients' unseen needs and preferences
- Elevating patient experience from start to finish, from onboarding to lasting memories
If you're running around without enough time to meet the demands of your growing list of patients, and without the mental, physical, and financial resources to do so, then you know something has to change.
Creating an exceptional and elevated patient experience is not one more thing to add to your to-do list. It's embedded in everything that you do.
Let me show you how.