Top five tips when communicating change to patients
- On 06/06/2016
When altering practice fee structures or introducing new fees and billing processes communication to patients is the key to success.
Here are five key points to consider:
- Consistency is key. Make sure all of your office staff are prepared and understand the changes and that they apply the changes in a uniform way.
- Variety. Variety is not only the spice of life, but it’s a good way to ensure you are reaching patients. Use posters and signs in the waiting room or leaflets at the front desk. Mail letters to patients, record a message on your telephone system, or add a banner on your website home page.
- Focus on quality. Develop a mission statement that emphasises quality medical care and preventive health (explain what this means, proactive as opposed to reactive)
- Explain Medicare. Many patients don’t really understand how it works. Medicare is the patient’s insurance for their General Health needs, paid for with their tax dollar and that it’s inadequacies in assisting the taxpayer with covering the costs of their medical needs are directly related to Government policy.
- Explain your processes. Emphasise how quickly your systems obtain the rebate for your patient; that enabling patient rebates is a ‘value added’ service that your practice offers their patients, there is no obligation to do so. Compare it to systems they may be familiar with seeing an Allied Provider.