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Posts for category: Customer Service

How long will your patient patiently wait before being called into the treatment room? Consider this little factoid. The division of motor vehicles is #1 on the list of places where people get irritated waiting. Guess who is #2?

Sadly, we (doctor's offices) have a reputation of making patients wait and for the most part, we’ve earned it. A patient might expect (and be willing) to wait a “reasonable” time (anywhere from 15-20 minutes); however, lengthy wait times will decrease patient satisfaction and may discourage other patients from coming to your practice. Let’s face it…no one wants to wait 1-1½ hours before seeing the doctor regardless of the reason. And they shouldn’t HAVE to! Patients who are subject to such treatment on a regular basis will eventually lose their patience and you will lose their respect. They will leave before even having the chance to meet the doctor. Those that stay may speak highly of the services they received, but will also counter that with negative comments about their waiting experience. 

And if you’re not on time…what’s the biggest reason? We welcome your comments... 

Apparently, a foot massage is a very “touchy” subject so I thought I’d throw it out there for discussion and get your thoughts on the topic.  I recently posted on Facebook about my dental appointment where they offered a paraffin treatment for my hands and… a foot massage while they cleaned my teeth! As a patient, I was blown away by their customer service and quite frankly, it did just what good marketing is supposed to do. I told 10 people who told 10 people...etc. My post was quickly challenged by one of my DPM readers, “we shouldn’t lower ourselves to providing foot massages. It sends a negative message to the public that the podiatrist is no different than the pedicurist. Things like this are why our profession is “oppressed”; constantly fighting for status.” 

I’ve worked in and with MANY successful practices and never thought our profession was oppressed. In my thirty-some years of giving foot massages to very appreciative patients, there was never one who came to our office because they confused us with the pedicurist.  We were very secure in the fact that we had a highly successful, busy practice because of the medical and surgical podiatric services we provided. We used this time to treat AND educate our patients, simply because awareness leads to better outcomes. This is critical in growing and influencing the type of practice you want. We also understood that educating patients helps build the reputation of our practices, the DPM, and the role of podiatric medicine.

Giving foot massages is not the way some podiatrists want to go; I get it! Customer service can be achieved in many ways. When I get the oil changed, I’m offered the USA Today; I don’t mistake them for a news stand. Coffee shops include Wi-Fi; I’m aware they specialize in lattes, not internet technology.  Is podiatry’s identity challenged just because the staff offers a foot massage? Do we have to choose between providing quality medical/surgical care and/or quality customer service? My experiences tell me that both can be delivered simultaneously.  If defining our profession depends upon whether or not we choose a foot massage as an added customer service, then we are in trouble.  It makes our patients happy and the smiles on their faces mean we've not only touched their soles....but also their souls. In the end, isn't that what patient care is all about? My view is there’s nothing bad about feeling good during an office visit. Just my opinion. Your thoughts?