In our last post, we looked at the value of using a psychological concept called priming to attract and retain more satisfied patients at your ophthalmic practice. While priming and other psychological tactics are powerful, they can’t stand on their own – they must be paired with follow-through and standard of care that match patients’ expectations.
Unfortunately, for too many ophthalmic practices the game is all about dollars and cents. The economics of running a practice can all too easily get in the way of patient experience, with patients suffering as a result. The rise of practices whose only concern is revenue maximization has lead to decreased expectations around patient experience - both for practice staff, physicians, and patients themselves.
To combat this, we propose that more ophthalmic practices use a high-touch approach to patient care. Focus on revenue alone, and your patients are very likely to leave dissatisfied at their experience. However, when a physicians treats their patients right and provides excellent care at every stage of their journey, and the revenue will naturally follow as a result.