Physician Disability: Customer Service Tips
We’ve talked in several posts about the crucial necessity of getting physician disability insurance to protect the practice you built. This week, we’ll focus on customer service, and the details that matter to your patients. 
Customer service isn’t just about your expertise as a physician. In fact, a good experience at a medical office could be influenced by as small a factor as having comfortable chairs in the waiting room, according to the American Medical Association.
Customer service is in the details. How many times does the phone ring before it is picked up? How long do patients spend on hold? Is your staff friendly? Do you provide ample seating room and reading materials in the waiting room? After the appointment, is there clear signage in your office showing patients to the checkout desk? It may seem like minute details, but even the small things can have a significant impact on a patient’s experience.
A PwC survey of 6,000 people found that 34% were willing to switch physicians if they could get a better experience somewhere else. Customer service begins with the first phone call and doesn’t end until the patient leaves the office. Making a great first impression can go a long way.
Of course, the most crucial is the relationship between a physician and their patient. Knowing a patient’s medical history makes a big difference to patient experience. One survey found that 2,311 people found that 94% considered a physician having access to relevant medical histories as important in creating a positive customer experience. Sitting in front of patients and making eye contact with them also makes a large difference in customer experience.
Bottom line: it’s the little details that make a huge difference. Improving customer service is a continually evolving process. And your patients will appreciate the effort.
You’ve worked hard to establish a successful practice. Whether you are looking for a stable paycheck or looking to retire, invest in income protection with physician disability insurance. Speak to a professional doctors disability specialist about your options by visiting us at Doctor Disability or by calling 866-899-7318.