Six Surefire Ways To Lose Patients

It seems to me that instead of always fixating on how to build our patient base, we need to pause, take some time and consider reasons why patients are prone to leave a practice. Here are six ways to ensure their sendoff. Oh, in case you are wondering on what facts I am basing this information, it is simple. One, I am a patient. Two, I actually ask other patients for their opinions. Three, there are numerous patient satisfaction survey results. Four, I have 40 years as a podiatry eyewitness.

1. Whatever you do, do not value patients’ time. It helps if you rush them through their visit. That sends a clear message that your time is much more valuable than their time. Also, asking if patients have any questions is just another reason for the day to back up. So if you absolutely cannot avoid questions, be as brief as possible (retreating, hand on the doorknob the entire time) and move on, explaining that you would love to stay and chat, but “time is money.”

2. Communicate with patients as ineffectively as possible when explaining their diagnosis, treatment plans, fees and alternative care options. Mumbling and using a lot of clinical words is effective. This allows you to call all the shots and prevents patients from getting personally involved in their care. They probably will not understand what you are trying to say anyway. If you want a chuckle, take note of their blank stares. Especially avoid active listening. Don’t make eye contact or give patients a chance to speak without abruptly interrupting them when you have something (more important) to say.

3. Do not show empathy or compassion. Any attempts at emotional concern or patient engagement will make you appear interested and caring: a real attraction for some and definitely a time waster for you.

4. Try not to be too genuine. Patients might actually respect, trust (or even like) you if they knew the real you, which only tends to build the doctor-patient relationship. Honestly? It is just another reason for patients to stick around.

5. Make patients wait weeks (at least) for an appointment. After all, if you try to accommodate them too soon, they will think you are not busy. Really, who wants to get an appointment right away? (Think Comcast!) While we are on the subject, once patients get to the office, keep them waiting in the reception room. A crowded reception room only validates that you must be worth waiting for.

6. Rein in that customer service. Focusing on patient satisfaction can be very time consuming and mentally exhausting. Patients need to understand that medical offices are not spas so keep words like "delighted," "absolutely," "pleasure," "happy," "sorry" and "yes" to a minimum to avoid those troublesome positive expectations.

Well, those are some good starters. Can you come up with others?

P.S. These guidelines tend to have a similar “exit” effect on staff as they do on patients.