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hi my name is Rosie Buffett I am the president and CEO of coder and healthcare consulting Dallas Fort Worth's premier medical billing and consulting company today we're going to talk about how important customer services in a medical practice if you google a doctor's name you will see that there are several reviews and a lot of bad reviews are usually for the office staff so that's why we want to give you some tips today as to why customer service is so important in a doctor's office great customer service and a medical practice starts when the patient picks up the phone to make an appointment in your practice so being sure whoever is answering the phone is pleasant is greeting the patient and also not putting them on hold patients waiting on hold we can look at frustrated and we'll eventually hang up and also when the patient comes in through the door make sure the front desk person is available to answer their questions and not making them wait because they're on the phone a great recommendation is that if you are a growing practice and you're getting busier to take the answering the phone part away from your front desk and have somebody else answer the phone while the front desk person is only addressing patients who are coming in through the door make sure that all your employees all the staff have nametags on them or introduce themselves to the patient from the front desk to the medical assistant to the doctor to the checkout person everybody needs to be able to tell their name to the patient make sure you are your office is not crowded and you will not double booking your patients so there is not long wait times for patients the number one reason a patient gets agitated or leave the practice is because of long wait times it's understood that physicians are busy but you want to make sure that you manage scheduled in a way where patients are not waiting 30 minutes or more in your waiting room because that's the fastest way for you to move patients also if the patients are coming in for a procedure where they're required to be in your office for two to three hours at a time offer a comfortable seating area for them offer water coffee things like that if it's a fewer Pediatrics office it's always nice to offer toys and movies and maybe some peeks for the kids to keep them busy while they're waiting to see the doctor also when the when the patient is checking out make sure that the checkout person asks the patient how was everything is was everything okay because the patient feels important if you ask them for their opinion and they will come back and they will tell their friends and family to come back to your practice so these are some of the tips for providing great customer service to your patients and making sure they keep coming back to your practice if you'd like us to help you create policies and procedure manuals or training your staff please give us a call like ninety seven to eight seven two eight nine seven two or click the link below to send us an email [Music] you