The aesthetic patient is a hybrid between a medical patient with a need, and a paying customer with a choice. As this ever-expanding industry continues to grow, these choices are seemingly endless, so it’s important to make sure you stand out from the increasingly-large-crowd. A patient’s experience with you—from phone call to follow-up—could very well be the reason they choose your practice over a competitor’s. As with any good love story, you want your patients to know you’re “the one” from the moment they lay eyes on you. From start to finish, they should be impressed; here’s how to make sure they are.

patient experience

Let’s get digital.

In today’s digital world, your online presence is often the first impression a patient will have of your practice; make sure it’s a good one. A website that’s easy to navigate will ensure patients are able to find clear, concise information about the treatments they’re interested in. Your social media profiles should also be an extension of your practice – providing useful information in an inviting and effective way. Make sure it’s easy for potential patients to reach out, and answer all online inquiries in a timely manner. Now more than ever, a consistently updated, responsive online presence will help position you as a leader in your field.

Call me, maybe?

By the time a patient picks up the phone, they’ve decided that your practice is a potential contender for their business. Whether a result of word-of-mouth, their own research, or your advertising, a phone call is a sign of interest, which is why their phone experience is so important. Make sure your staff answers the phone in a pleasant, knowledgeable and personal way. Patients should feel comfortable, welcomed, and like their business would be valued by your practice.

First impressions matter.

The first moments a patient spends in your office are comparable to the first minutes of a blind date – crucial. You want your practice and your staff to look professional, clean, and inviting. When a patient walks through your doors, they should be greeted with a smile and made to feel right at home – bonus points for offering them a complimentary latte or treat while they wait.

Speaking of waiting, since most patients will spend at least a few minutes in your waiting area, it should be comfortable and aesthetically pleasing. Having branded materials around your office that promote the credentials of the staff and doctor can also help put a patient at ease.

Trust is a four letter word.

During your initial meeting with a patient (and all those that follow), it’s important to build trust. Take the time to really understand their needs and how they feel about the treatment they’re considering. Answer any questions or concerns, make recommendations, communicate benefits, and instil confidence in your expertise. Do your best to eliminate any fear or doubt, and help them work through the decision-making process.

The doctor will see you now.

Once your patient has decided to move forward with a treatment option, it’s important that they feel well taken care of before, during, and after treatment. The patient should feel that they are in expert hands, both with the doctor and the staff, every step of the way.

Follow up and follow through.

Just because the procedure is over, doesn’t mean your patient relationship is. Following up post-treatment is just as important as the treatment itself. Check in with the patient to make sure you’re both happy with the results, and that the procedure went as expected. Make the patient feel taken care of and confident that they made the right decision.

In the end, delivering an outstanding patient experience can turn strangers into loyal patients, supporters, and promoters of your brand. A happy patient is likely to come to you for future treatments, tell their friends, leave positive reviews, and spread the word about your work and their experience. All in a days work.