Is Your Practice Customer-Centric?
This may seem like the most obvious question but I’m still amazed at how many clinics or practices don’t put the client at the centre of their business.
By client centric, we mean providing a positive experience both before and after the procedure and focussing the business around them.
As a result of decades of NHS providing what is considered to be ‘free’ healthcare, the relationship between patient and practitioners has traditionally been one of gratitude. Mostly the patient expected to be attended to around the surgeon and hospital schedule. More often than not the experience was positive, but the practitioners had the senior hierarchy in the relationship.
Private medicine and self pay has entirely changed this model. Certain parts of the healthcare system have become a business. There is now a choice of surgeons and the huge rise in review websites. Patients are now and healthcare practitioners are suppliers. We’re dealing with supply and demand.
Your channels to market are going to get increasingly more competitive, relying on visibility on search engines, links with local referrers and trying to build up word of mouth custom. All this means that being Client Centric has to be the most important shift in how you do business.
So what does Client Centric mean in practice?
- Rapid response to enquiries (within 30 minutes if you can)
- Seeing clients for consults based on their schedule (not yours)
- Ensuring they have the full facts at their fingertips with brochures and flyers addressing all the FAQ’s
- Identifying a clear outline of what to expect when they have a procedure
- Providing convenient methods of payment
- Multiple follow ups after procedure
- Encourage patients to write positive reviews
If you ever look at your competitors and wonder why they are getting a higher proportion of clients than you it will be because they are client centric. If you ever bemoan the large groups or chains that are hoovering up market share then it’s because they are client centric.
If you want to be the leader in your field then you need to be client centric.
We’ve been helping practitioners be market leaders for a decade. If you want help to be the leader in your field or area drop us a line and we’ll happily see if we can help you get there.