This article is relevant to a recent podcast episode entitled, “Patient Experience | Making it Frictionless.”
Use your website to improve your patient experience.
The more your next patient can learn about you and your office, the more likely you can engage them and turn them into a new patient.
Despite our best efforts, there are countless obstacles a new patient must overcome when entering a new office.
Maximize Patient Experience
How do I get there? Is there parking? Do you take my insurance? How do I make an appointment? Is there an elevator?
Take the opportunity to lower these obstacles by answering these questions on your website. This is a great source of content and provides immeasurable value to your next patient as he/she is able to become familiar with your practice/medical center.
Your goal is to make their office visit as frictionless as possible by optimizing the patient experience. Directions, maps and insurance lists are pretty standard. Here are a few suggestions that we favor;
Visual Patient Experience
Pictures and videos are an excellent way to show off your office. They also provide a way for your next patient to recognize these new surroundings. You can provide great value by reducing the anxiety of being lost by simply posting;
A picture of your building, office or front door
A video of the parking lot and how to walk to your office
Use your smart phone to take the pictures and video. No need for a professional photographer or videographer. The value of what you are providing will not be lost.
Most of the time spent in the office is going to be with some of your staff. You might choose to highlight some of your key staff by posting a picture of the staff person along with a short bio or interesting comment.
In doing so, you are setting the grounds for establishing a bond, or relationship, with someone in your office who is otherwise a complete stranger.
Reduce the friction.
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Russ and Randy
“RussandRandy.com” is a podcast on Healthcare and Medical Internet Marketing created by Russell Faust, M.D. and Randall Wong, M.D.