For private healthcare practice owners, taking friction out of their practice means streamlining operations to make every aspect of the client experience as smooth and efficient as possible, ultimately improving client retention and loyalty. This ‘friction’ focus not only benefits clients but also enhances overall practice productivity and profitability.
According to Salesforce, 84% of customers say the experience a company provides is as important as it’s products and services.
Top 20:
- Ownership/leadership must be rooted in purpose, impact and values-driven care.
- Empowered, engaged and service focused team members.
- Offer same day access to care-win on greater schedule efficiency.
- Offer on-line payments to complement on-line scheduling.
- Amenities drive value-guest Wi-Fi, refreshments, workstations.
- Simplify client intake paperwork.
- Practice Retail Healthcare-create ways to be open 7 days/week.
- Provide transparent pricing—especially where ‘add-on’ costs apply.
- Automated appointment reminders.
- Standardized care plans for private pay/EHB clients.
- Automate transactional administrative tasks.
- Never let an inbound call go unanswered.
- Win on parking and other accessibility barriers.
- Optimize insurance verification-clients do not want to open their wallets.
- User friendly web-site inclusive of team member pictures/bio’s.
- Adopt ‘Jane’ EMR.
- Offer telehealth services.
- Create opportunities to host quarterly client appreciation days at your practice.
- Client portals for paperwork, payments, videos, exercises etc.
- Connected and engaged client email list.
Taking friction out of your practice is about more than just operational efficiency. It’s about creating a culture where clients feel prioritized, valued, and supported at every step of their healthcare journey. These 20 tips offer practical, actionable steps to achieve this goal, from enhancing accessibility to automating administrative tasks. By committing to these changes, your practice will not only see a boost in client engagement and but also in overall productivity and profitability. A frictionless experience is a competitive advantage that can set your practice apart to ensure its continued growth and success.
