The level of medical service largely determines how successful the clinic will be, whether it will increase the influx of customers and whether it will be able to bring the expected profit.
To raise the level of service in a medical institution, it is necessary to define service quality standards and ensure that all staff meets them.
1. Implementation of service standards
2. What is a document describing service quality standards
3. Junior Staff
6. Security and Drivers
Implementation of service standards
To establish certain standards for the quality of medical service for an institution, the preparation of a special document will help, in which they will be described with all the nuances and features for each position.
This document is compiled primarily for the head (chief physician or commercial director). Using it, the manager can control all medical personnel and understand the service’s “weak points” and what and how they can be corrected. Based on service standards, it will be easy to determine the medical services level of medical staff and evaluate the quality of service they offer.
Also, such a document is prescribed for each category of personnel so that they can study it, understand the new rules of conduct and work on their mistakes.
What is a document describing service quality standards?
A special document, which sets out the service standards, is developed for a specific medical center, with details and nuances that show the institution’s specifics. For example, it specifies the criteria for employees’ appearance, smells, color, and control of speech modules. It prescribes how employees should speak and how to behave under different conditions. The document helps to understand what service is and what it should be and describes how to create an atmosphere of trust in the clinic.
Therefore, it is necessary to create conditions to minimize such irritation. Otherwise, the clinic may lose this patient and get bad reviews for their work, ultimately leading to reputational and financial losses.
Employees are not always enthusiastic about innovations. For example, if the staff is dissatisfied with the work in the clinic, they are not satisfied with the salary and working conditions, and there are some conflicts, then the team may oppose implementing the new rules. In this case, it is necessary to work out the situation personally with each person, understand why he needs to work according to the new regulations, and what the introduction of new work systems will give him. And when he sees that this will be a plus for him, that he will become better and more expensive as a specialist, he will become interested and ready to work following the new standards.
Junior medical personnel almost always allow incorrect behavior and conversations among patients. The wrong behavior of a junior medical marketing agency can irritate the client and create conflict.
Many people think that the main thing for an administrator is appearance and a pretty face. This is important. The administrator, to some extent, is the hallmark of the clinic. It is he who makes the first impression on the client. Therefore, it is important how the administrator looks and how healthy and neat he is. However, this does not have to be a beautiful person. Appearance can be quite ordinary. But if a person is smiling, kind, and worries about clients, this will create an atmosphere of trust much faster than a handsome but “cold” administrator who “does not hear” clients and does not understand their problems.
When selecting administrators for a clinic, it is important to determine what style this employee will work. There are special tests with which you can find out. For example, if the test results show a partner or competitive sort of behavior, then the work of such an employee will be effective and benefit the clinic.
Doctors often say that their task is to solve a patient’s health problem and not pay attention to the nuances of after-sales medical services. But the doctor must know how to communicate with the patient properly. His task is to explain his actions and appointments, to talk about other services in the clinic, and why it is more convenient and profitable, for example, to do diagnostics at your place.
For a doctor, as well as for an administrator, a smile, a lively facial expression, and a demeanor are important. If a very good doctor works for you – a professional in his field, but he will talk too loudly or rudely with patients- this will most likely negatively affect the patient’s mood. And this can force a person to look for another doctor and clinic.
Doctors must change their attitude toward the service component and understand how important it is to communicate correctly and convey information to patients. You need to be able to explain complex medical services at the level of a simple person.
However, in many ways, it depends on the doctor whether the client chooses your clinic in the future.
Security and Drivers
You must pay particular attention to the work of security and drivers. Many patients ask the guard where to go and where the office or doctor they need is. If the guard does not answer politely enough, it can create a negative impression of the clinic.
Suppose you are meeting a patient with your vehicle; how the driver behaves matters. Often the patient starts asking questions about the clinic because he wants to know if he is going to the right place. And the driver must answer, that he will tell about your clinic, whether he can reassure and reassure.
Correctly implemented medical service standards will give a good result and lead to an increase in conversion.