Main trends in the service of medical institutions

In most countries there is medicine, there are patients, there are doctors, but quality medical care is still not so common. Why is this happening and what to do about it? The main trends in the development of quality service were shared at the conference BusinesShot-3.0 Vladislav Vavilov — author of 6 books, including "Quality Service" and Medical Administrator.

Those owners and managers of medical institutions who have established excellent service will enjoy more patients. According to a survey of clinic owners, the main problem is the increase in the number of visits, and few people think that by increasing the service of medical services, this indicator can be increased by returning regular loyal customers. People are willing to pay decent prices for quality service. But to provide them with this quality — the responsibility of each medical facility.

Health Services: Key Trends

1. Service should be on 5,  even if the services — to 3. 

Not all patients can objectively assess the quality of services — due to the lack of specialized knowledge. But the service is evaluated by each patient. Starting from the moment when, at the sight of him, the nurse or administrator gets up and smiles, & nbsp; welcoming him. This shows that friendly staff can smooth out all the unpleasant situations. After all, clients who have a specific request visit a medical facility with banal childhood fears. And the staff is positively obliged to adjust the patient.

2. A bunch of administrator + doctor.

The administrator should work in conjunction with the doctor, and not separately. For example, if the doctor is late, the administrator can ask the patient questions, communicate, gaining time for the doctor without harming the client's mood. Tell him about bonuses and new products, or about preventive measures.

3. People remember the emotions they experienced.

Now there is tremendous competition, the medical market is growing and will continue to grow, because all people get sick. Therefore, in difficult conditions of illness, people all the more want to get a pleasant emotion from communicating with doctors, and not additionally spoiled mood. After all, as we know, an unhealthy person reacts to everything sharply and painfully.

4. Loyalty.

We need to stimulate customer loyalty towards ourselves. 

Ideally, after you've hooked the patient for the first time, good service, you need to re-enroll (if the procedure suggests it) and issue a loyalty card. But not with discounts, but with interesting bonuses! For example, parents who came to an appointment with a child who had no one to leave with, can be offered to take the baby to the children's room, where a separate person will provide him with interesting leisure time and look after him. 

5. Factors that affect the service in a medical facility.

- The most important — this is history. Most patients come from the USSR, where there was no service at all as a concept. There was a state monopoly, shortage, lack of choice. 

- Regional specifics. Medicine, no matter how strange it may sound, has a registration. In Kyiv, Odessa and Lvov — different consumers, so the clinics will be different. 

- Experience — usually the owner of the clinic or the head physician. It may be the experience of visiting other countries, which can be integrated into our conditions. Be a "mystery shopper" in their professional direction in other cities and countries — this is very helpful.

- Motivation. Demotivated employees will not love patients, so there will be no good service. The administrator is the primary "carrier" service and even his initial greeting (including by phone) depends a lot. 

- Golden rules standardization of the quality of medical service: prescribe standards (smile, pick up the phone no later than after the third beep, etc.), integrate them, monitor their compliance (you can invite someone to the role of a mystery shopper, very preferably with audio or video recording), motivate employees, always analyze the current situation. 

- Owners and managers should show by example what a really good service is. Otherwise, they have no moral right to demand the same from their subordinates.

Quality service in medical institutions: the secrets of success

Agree with the statement that — it is the promise of the client (in this case — the patient) to come back again.

Therefore, the key criterion for every clinic owner — visit or return of the patient. 

Formation and increase of customer loyalty — the degree of forgiveness for possible non-critical blunders in the future.

How does this happen? First visit, second, third — everything is fine, but during the fourth, the light suddenly disappeared, for example. A person who was waiting for his procedure, of course, will be dissatisfied. But he has a reserve of loyalty, so he will forgive the clinic for such an inconvenience. And the other patient, who has no loyalty reserve, will get up and leave. And won't come back. Therefore, the gradual increase in loyalty is very important. 

The administrator, doctor or facility manager must clearly understand these ground rules and take them as the basis for all further actions.

In communications with clients, we urge everyone to reset their merits every year. Even if 5 years ago your clinic received the title of the best regional medical institution of the year, you won’t be able to brag about it for a long time, otherwise you risk looking ridiculous.

"Are you a lion or a gazelle — no matter: when the sun rises — you must run ahead. Every new day and every new year brings something new, — emphasized by Vladislav Vavilov. 

You can often read how clinics write about themselves, they say, we have a quality service. But that alone is not a competitive advantage! After all, it would not occur to dentists to brag about a white chair, would it? And human psychology is such that we take the good for granted. 

We are glad to inform you that on November 23, 2018 the fourth conference on medical business BusinessShot! 

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