Perception...What,Are,Your,Pat marketing Perception...What Are Your Patients REALLY Hearing


Automation technologies represent a fundamental aspect of any modern industry. The major types of industrial automation solutions, such as DCS, PLC, SCADA, and MES, are used on a large-scale in process and discrete industries.DCS technologie Awhile ago, I got an email from one of the "gurus" I follow and it shocked me. The gist of it was this person wanted to trade services for a household item.To say it floored me would be an understatement.What was worse was a few days later t


Perception…What Are Your Patients REALLY Hearing?Copyright © 2003 Livvie MatthewsNever underestimate the power of perception! Perceptionplays a major part in what is actually said -vs- how it is heard.And to patients...perception is reality! For example, lets look at broken appointments, one of the biggest problems in your practice. Last minute changes andno show appointments account for thousands of dollars a month in lost revenue for the practice! Are you sending signals to your patients that it's all right tobreak appointments? When the patient calls and says they "Forgot" or "Have a meeting." or "Just want to reschedule." Is your response"That's OK.", "Sure, that's no problem." or simply..."How soon do you want to come back?" And then schedule themright back at the 1st available opening? A well established practice with a scheduling coordinator whoknows the patients well has a sense of "offending" the patientif they remind them of the dilemma this last minute changewill make. Nothing could be further from the truth or more harmfulto the practice! An unusually high number of broken appointments generallytranslates into a lack of respect concerning your practice andappointments time and "time is money."Generally patients simply are not aware of the problems associated with last minute changes because they havebeen "trained" (they hear) it's so easy to change the appointment.Often before we can "train" the patient, the front officemust first "re-train" their response to these last minutecalls. For example, when the specific date or time a new patientor existing patient wants is not available, if our reply is: "Weget cancellations every day" or even worse, "We get cancellations all the time and can get you right in", what have we taught this patient? In just a matter of seconds the patient has been "taught" (heard)It's all right to call at the last minute to change an appointment,cancellations happen all the time, when they do cancel theycan get "right back in."The patient has no value associated with the practice or the appointment time. In fact, we "signaled" (and they heard) it's OK! A more positive verbal response would be: "Let's go ahead andschedule you an appointment. Should there be a change in ourschedule on that date, I will be glad to call you. May I have a number that you can be reached during the day?" This time in just a matter of seconds you have trained the newpatient and existing patient to think (they heard): You have a tight schedule (busy practice), "Cancellations" are not even mentioned (not an option) and there could be a wait before being re-appointed if they have to change---(best keep theappointment!) Value is now being associated with the practice and appointment time. This problem didn't happen overnight and won't be "fixed" overnight. But making it a priority to use positive verbal skills in training your patients to value their appointment andpractice time will make a noticeable difference.After all, how you are perceived by your patients is everything, and it's all in their Perception.... What your patients are (Really) hearing!

Perception...What,Are,Your,Pat

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