How a Doctor's Office Shapes Patient Experiences

The medical field is a challenging place for a startup. People realize that not all clinics are created equal, so they search online for Yelp write-ups and Solutionreach patient reviews. Most people also talk to friends about who provides good care. Word of mouth combined with the Internet makes for a great decision-making tool.

Physicians have a tall obstacle to overcome because so many people don't want to be at the doctor in the first place. They are missing work, spending money, and sitting in the waiting room for a long period of time. And to top it off, they don't feel good. They may be worried about themselves, or about getting home in time for the kids to arrive from school. In short, they want to get done quickly and get out.

As a physician or other practitioner builds a practice, it should be viewed like any other brand. As such, there are several other things that should be built at the same time.

Patients' Patience

Our mental state figures heavily in our attentiveness. If we are tired, bored, frustrated, or angry, we are unlikely to be as alert during a doctor's exam. We may forget about subtle symptoms or simply downplay them in hopes of getting our day back on track.

Instructions from the doctor can also be lost. If a patient is instructed to do anything more complicated than "take two of these and call me in the morning", they are unlikely to retain those directions long enough to put them to use. This important for everything from dosages to side effects; if the patient isn't mentally present during the full exam, critical information may not make it home.

So the entire process from the initial patient call until he or she walks out the door with scripts and information needs to be as efficient as possible. It's not only good business, it's also good medicine.

Health Awareness

While daytime TV can make a tolerable distraction for some waiting rooms, there are more constructive options available. Instead of subjecting them to an hour of gabby talk shows or syrupy dramas, you can provide infotainment programming that will not only help the patients pass the time but will also help them learn more about their health.

There is a wide array of such programming available, depending on the type of practice. Patients can view segments about how to eat properly with diabetes, how to floss teeth correctly, or how to engage safely in exercise while pregnant.

Typically, the segments are short and numerous. That way, if patients are cycling through more quickly, they can still get a full lesson while they wait. There's no doubt that these programs create teachable moments for the appointment minutes later, and that builds the reputation of a practitioner.

Office Efficiency

Medicine has a long and storied history. In terms of procedures and research, most doctors seek to stay at the cutting edge. But as far as the management of their practice, others are still decidedly behind the times.

In an age of computerization in almost every field, many doctors still harbor huge banks of paper files. They hand-write prescriptions, get test results via mail, and otherwise stick to the tried and true as opposed to the latest and greatest.

The patients, meanwhile, can be quite the savvy lot. They are on a phone or tablet in the waiting room, checking stocks or emailing the office. They have included their doctor visit in their electronic calendar. And they have already been online researching their symptoms before they even see the doctor.

These patients expect more. They want the speed, efficiency, and accuracy that modern technology creates, just as they get it in their workplace, shopping, and entertainment.

Health care is a field with lots of opportunities for success. But that success comes only when the practitioner does a good job of establishing credibility, caring, and efficiency. When patients see that, they'll tolerate the long lines and needles to be able to get the care they need.