Create patient loyalty by establishing positive impressions of your practice

October 1, 2010

As the nation - and your patients - struggle with healthcare costs, building patient loyalty will be an important success factor for all dermatology practices. Outside of your own skills as a dermatologist, nothing builds patient loyalty as effectively as knowing how to manage the "moment of truth." The "moment of truth" occurs when a patient has the opportunity to make a snap judgment about the quality of your practice's services.

Key Points

The "moment of truth" occurs when a patient has the opportunity to make a snap judgment about the quality of your practice's services.

Many of these moments occur during interactions with your staff. These judgments are often over small matters, but they involve things that patients take personally, such as being treated with respect or seeing a staff member make extra efforts to help. These all-important moments make deep impressions that patients remember and talk about for a long time.

Your impression counts

You and your clinical staff also have numerous opportunities to successfully manage moments of truth with patients. You can do that by managing your body language and manner: