EW SHOW DAILY
22
Wednesday, April 18, 2018
multiplying a patient's milestones,
Ms. Navarre said.
Offer patients insight by letting
them reach conclusions by them-
selves or asking what they want,
she continued. Saying things like,
"What can I do for you today?"
shows you're listening to the patient
and care what he or she has to say.
It also gives patients the opportuni-
ty to think about what they want,
inspiring those "Aha!" moments of
insight, she said.
Practice staff can inspire a feel-
ing of connection by deepening ties
with the patient. This means going
beyond the traditional doctor-pa-
tient or office staff-patient rela-
tionship to form ties that are more
meaningful. EW
Editors' note: The speakers have no
financial interests related to their
comments.
great experience often comes from
experiencing a moment we will
never forget, not from having zero
complaints, she said.
She recommended practice
managers shift their mindset from
fixing problems to creating memora-
ble moments. This involves figuring
out what their patients love and
hate, then doing more of what they
love and less of what they hate, she
said.
People tend to remember mo-
ments in their lives that are peaks
(the best moments), pits (the worst
moments), and transition points,
Ms. Navarre said. If practice man-
agers focus on creating more peak
moments rather than fixing prob-
lems, they can create memorable
moments that will vastly improve
the patient experience, she said.
Medical practices can have up
to five touch points, or points of in-
teraction, with patients: pre-touch,
a patient's first interaction with a
practice, often over the phone or
Creating continued from page 20
web; first touch, the patient's first
consult or onsite appointment; core
touch, the main medical procedure
appointment; last touch, the postop-
erative appointment; and in touch,
the postoperative communication.
Practice staff have the opportu-
nity to create memorable moments
at each of these touch points by
inspiring feelings of elevation, pride,
insight, and connection in their
patients, according to Ms. Navarre
and Ms. Huete.
Practice staff can think of ele-
vation as breaking the script: doing
something unexpected for patients
that shows how much they care. It
could be as simple as offering them
something to drink when they arrive
at the office or sending a hand-writ-
ten get well note after surgery. To
inspire feelings of pride, focus on
"
If practice managers focus on
creating more peak moments rather
than fixing problems, they can create
memorable moments that will vastly
improve the patient experience.
"
—Bonnie Navarre
