These last two years hit the eye care industry particularly hard. Among the challenges to our practices were the loss of revenue due to decreased patient appointments and the difficulty of balancing patient safety and patient experience.
As we all begin to return to normal, it is important, as our business begins to pick up, that we focus on patient experience. This is particularly important to our practice’s growth since so many people sought online solutions during the pandemic. We want to retain our existing patients and attract more.
Below are two tips for your practice that can help ensure a great experience for your patients.
- Appointment availability can set the tone for the patient experience. A good rule of thumb is that an appointment should be available within two (2) weeks of a member’s request. For urgent or emergent care, patients expect an appointment either the same day or the next. Additionally, routine eye exam appointments do not require a referral.
- In-office wait times are another opportunity to influence the patient experience. Continue to check in with your patients while they wait and set expectations for them if you have unplanned clinic situations. Patients want to understand issues that impact them and will appreciate your willingness to respect their time.
