How to Create a Better Patient Experience

Written by Jennifer | Aug 15, 2022 10:00:37 PM

Providing an outstanding patient experience is one of the biggest competitive advantages a practice can have. Rather than compete on price, 66% of businesses compete based on a customer experience. So what is the formula for standing out from the competition? A balance of innovation and customer service. Sounds easy right? In some ways it is. In this article I dive into what some business's do that make them different.

There are businesses we frequent that we know are different. Companies like Amazon, Trader Joes, and Ritz Carlton all offer a level of service that is unparalleled...and we as the independent ECP can learn a lot from their approach.

So what are the steps in curating a more patient-centric practice?

You guessed it - customer service. Creating customer service means overcoming common pain points. When you offer your patients tools to easily view their contact lens Rx or re-order directly from you easily, you give your practice the opportunity to capture more sales. The only way to win that sale is to offer what the online competitors can't - convenience. When patients re-order online they have to enter all their data, payment, have a copy of their Rx, and wait for the verification process. If they don't have their Rx they call you often asking you to email it to them. A single portal that requires no data entry could give your patients exactly what they are looking for but can't access anywhere else.

How can you engage your patients to keep ordering from your practice?

There are online competitors, so the way to offer them something patient-centric is to give them convenience. With an online store, you want to make it as easy as possible to order from you. No data entry, no searching for their Rx. Just login - and it is one click to order.

"I am so happy to offer patients the ability to to order their contact lenses by the click of a button. The best part is that we can give them their rebates without any hassle!" -Nerissa Dunwoody, Optician, Optique-Nashville

"Dr. Contact Lens walked me through one of the most seamless customer experiences I have ever had to order my contacts. I recently had a contact fitting and, immediately after leaving the office, I got an email from Dr. Contact Lens that walked me through one of the most seamless customer experiences I have ever had. My initial reaction was – this is awesome!" - Sam Berger, Patient, Envision Optometry

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