SURVEY REVEALS KEY FACTORS IN PATIENT EXPERIENCE

You and your staff have a significant impact on patient satisfaction.

A new survey from practice technology company ModMed revealed that patients considered factors such as timeliness, friendliness of the staff and the use of modern technology so important to the overall experience that they seek out a new doctor if those needs are not met.

According to the survey, 73% of patients are somewhat likely or very likely to keep a “mental scorecard” of all the things they like and dislike about a new doctor’s office. Doctors’ offices are given, on average, four chances before a patient decides to find a new doctor.

The survey, conducted by the research firm OnePoll, asked 2,000 patients about their experience with a doctor’s office and showed that even with digital options available, human interaction remains important. For example, when deciding to see the same doctor, 67% of patients polled rated how personable and engaged a doctor is either very important or somewhat important.

“All of us [MDs] are essentially delivering the same diagnostics and treatments. The difference between doctors is often how personable they are and how they connect with their patients,” says Jonathan Feistmann, MD, NYC Retina in New York.

VALUE OF FRIENDLY STAFF

Staff are also a key aspect of the patient experience. According to the survey, one out of three patients have switched doctors due to unfriendly staff. “Every interaction is an opportunity for your staff to make that experience even better,” Dr. Feistmann says.

Regarding staff, 75% of the survey respondents considered staff friendliness to be somewhat important or very important in the waiting room. In addition, 65% report staff friendliness is important when considering whether to see the same doctor as before.

“MDs should explain to their staff how important they are to the patient experience,” says Andrew Miller, MD, Associates in Ophthalmology, Livingston, N.J. “They are the first and last impression that a patient gets from the practice. Patients often tell me that they consider how the staff treats patients as a reflection of the doctors.”

THE BENEFITS OF TECHNOLOGY

In addition, the survey provides insights into patients’ perspectives on a practice’s website, online reviews, waiting room, staff, payments process, follow-up communications and more. It also inquired about which digital tools patients prefer to use before, during and after a medical visit.

For example, 60% of patients are somewhat likely or very likely to select one doctor over another if able to make appointments online. And 61% place importance on how easy it is to make payments when considering whether to continue seeing a doctor.

“We find there are certain things that need to be done in person or over the phone,” says Dr. Feistmann. “However, for anything else that can be automated, we try to take advantage of technology to make the process easier for patients and less burdensome on staff. Appointment requests and reminders and patient payment are excellent examples of this.”

In addition to making transactions easier, digital tools can impact the perception of quality of care: For example, 89% of respondents strongly agree or somewhat agree that the office staff seems more engaged since introducing new technology at the office. Digital tools can also help make staff more productive.

“Taking a digital-first approach with patients could free up staff to focus more on non-administrative tasks, giving them more time to focus on patients and potentially boosting their own job satisfaction,” says Daniel Cane, CEO, at ModMed.

In the exam room, 46% prefer their doctor use a tablet to review patient history, and 54% strongly agree that their doctor seems more attentive with the introduction of new technology.

“I often get compliments from patients that they appreciate the up-to-date technology in our office. It makes them feel confident they are getting the best care,” says Dr. Feistmann.

BE ACCESSIBLE TO PATIENTS

According to the survey, most patients agree that it’s somewhat frustrating or very frustrating when they call for an appointment and have to leave a voicemail and wait to be called back. In fact, a combined 48% prefer to email, text or use an online portal over a phone call to make appointments. In addition, 67% are much more likely or somewhat more likely to use chat vs calling to make an appointment or request lab results. And 59% of those surveyed report frustration in playing phone tag with the staff.

“The more that your staff is accessible to patients, the better,” Dr. Feistmann says. “Communication is key for customer service. In addition to medical care, communication, when done well, is what makes people feel well taken care of by staff and doctors.”

For more information, download the report, ModMed 2022 Patient Experience Report: What Patients Really Think, available at modmed.com . OM

A version of this article previously ran in Ophthalmic Professional.