If you’ve been in the urgent care business for more than a couple of weeks, you know that word of mouth is your strongest form of advertising. So that’s easy enough, right? Patients are satisfied with their care and they’ll tell everyone they know.
There are multiple facets to patient satisfaction. Quality care is certainly part if it, but it is their overall “experience” that leaves patients with a strong feeling about your clinic. Think of it as a Halo Effect–the tendency of patients (and really, all humans) to cut you some slack when they have an overall positive impression of your urgent care. This can include your location, your marketing, your staff and even your billing.
Here are some suggestions you might consider for your clinic.
If their experience is easy, so is their decision to return (or refer). Patients don’t expect perfection. Nor do they expect you to be different from any other urgent care. So when you are different, it becomes memorable. Make sure your systems and processes are created or adapted for the convenience of your patients, rather than your company, your staff or your billing company. I’m not saying you should make a difficult for your internal team, just think about alternatives to simplify your patients’ lives. Little difference create memorable experiences.