Whether you are a solo practitioner, own a successful medical spa, or manage a large health care practice or senior living facility with multiple locations, your success ultimately depends on your relationships with people. Every single interaction, from the way your front office staff answers phones, to the forms your patients are required to fill out, to your billing practices and follow-up calls, will color the way people see you and determine whether or not they come back. New businesses and practices open up almost every day, but only the ones that make customer relationship management a priority become a permanent part of the business landscape.
After nearly twenty years of working with numerous clients in the service and health-care industries, the experts at McCauley Marketing can give you valuable insights that can streamline your operations and help you provide your customers or patients with the most convenient and enjoyable experience possible. We can help put your customers or patients at ease by training your reception or back office staff, help eliminate misunderstandings and disagreements by re-writing your internal paperwork so that it is easier to understand, and encourage repeat business by creating templates for follow-up calls, emails, and even on-line reviews. It just takes a single unhappy customer to ruin a reputation, so getting expert help from the start can make all the difference.
Frequently Asked Questions about Medical Service Consulting and Training
Don’t you need specialized medical knowledge to know how to properly deal with patients?
Medical information is complicated, and sometimes an educated and highly-skilled professional can forget that the average layperson does not have the extensive knowledge that they do. The marketing experts at McCauley Services have years of experience turning complex medical information into simple, easy to understand text. We are thoroughly versed in HIPAA regulations, and have studied ways to resolve conflicts both verbally and in writing. Above all, we have worked closely with medical practices and have seen what works and what doesn’t. Successful communication is a skill that can be learned, just like any other. By blending your knowledge and our expertise we can together formulate strategies that will help you and your patients get the most out of your interactions.
Everyone on my staff is very personable and friendly; why would they need any additional training?
While face to face communication is a vital part of any business or health care practice, technology has created a variety of other ways to interact with patients and customers, and your staff needs to be fluent in them all. Patients today ask questions on social media, schedule appointments via email, and express their concerns on internet review sites. Navigating the complex, and often contradictory, rules that govern interactions on these forums while maintaining the proper level of professionalism can be a full time job that can often test even the most cheery disposition.