Ever been to a restaurant that provided great food but a mediocre experience – maybe the music was too loud, the air-conditioning too high or you sat right next to the kitchen constantly being interrupted by traffic during your meal? When we spend money for services we want the whole experience to be consistent and positive. No matter how great your medical expertise or broad your service line, you may still be limiting your success by not fully dialing in the patient experience with a vibe that fits both the practice and the target demographic.
It’s easy for physicians to lose touch with this aspect of the practice because their focus is on their direct interaction with patients and the reasons for their visit, yet that is only a slice of the entire patient experience pie. The ambiance, or vibe, of your practice is worth your consideration because whether it’s intentional or not, patients are getting an impression and experience from the setting your practice provides - and it affects your success. Your practice must excel in providing an intentional patient experience beyond the exam room. Even customer service, as vital to patients as it is, does not stand alone to create a stellar impression on patients.