This article from I-Newswire.com shows the importance of the frontline–the receptionist who is the first person to greet patients as they visit their clinic or hospital, or when they call to inquire about an appointment or with a health care question. Therefore, it’s important to make sure your receptionists are putting the best possible face on your health care practice.
Receptionists answering the phone in outpatient medical practices did not know the answer to basic questions in about half the cases, according to a survey that included some 300 calls. Some could not state clearly what the medical practice actually provided, the type of information that was available in brochures or on websites.
The problem is usually lack of training and support. Phone support is crucial to good customer service. Marketing surveys show that people who give up on a particular call will rarely call back.
“If you as a physician or practice manager are providing superior service but the person answering the phones or the person checking in patients is lacking then those things completely overshadow and negate the superior service provided by the physician,” argues Jonathan Whistman, Director of Business Strategy at (e)Merge.
Implementing a mystery shopping service may be one step in striving for better service for medical practice receptionists. A mystery shopping service can trained secret patients to call and visit the practice, interact with the staff, and provide valuable feedback. Adequate staff training can then be designed based on the finding.
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