JUL-AUG 2018

MedEsthetics—business education for medical practitioners—provides the latest noninvasive cosmetic procedures, treatment trends, product and equipment reviews, legal issues and medical aesthetics industry news.

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42 JULY/AUGUST 2018 | Med Esthetics © GETTY IMAGES Solicit and Share Feedback It's not always easy for owners and managers to remain open to new ideas or criticism, but listening to patient and staff feedback is key to maintaining and improving patient care and the patient experience. "Leadership has to come from the top. Practice owners need to be closely tied to the culture," says Ed Syring, senior vice president and partner at Miami Beach, Florida-based Yellow Telescope, a consult- ing company that trains practice managers, owners and patient care coordinators. "The practice has to reinforce its standards during regular staff meetings and fos- ter an environment where constructive feedback is valued. The staff has to feel comfortable speaking honestly about how they feel, and the staff and managers also have to be comfortable in being challenged if something isn't working or needs improvement." Unhappy patients can be challenging, but top practices embrace and respond quickly to negative feedback. "If a physician gets wind of a service breakdown, they reach out personally to the patient," says Hartigan. Following the event, the practice managers meet with staff to fi gure out what happened and then review practice policies and processes to determine if a change is needed. Dr. Truswell and his staff solicit and note patient feedback starting with the consultation and continuing on through postprocedure follow-up. "Patients talk to me, the practice manager, the nurses and the staff all differently," he says. "So we communicate with each other and keep a running biography of each patient in their medical record so we can spot any concerns or questions and discuss them with the patient." The practice also randomly emails evaluation forms to patients to solicit feedback regarding their experiences. Kovak Cosmetic Center immediately responds to concerns. "If the appointment did not go smoothly or a concern came up, a staff member immediately pulls the patient aside so the doctor or I can instantly respond," says Kovak. The practice also sends out surveys and calls the patient when a rating falls below a certain level. "If we can't reach them by phone, we send them an email. Sometimes people don't want to verbalize their concerns face-to-face, THE PATIENT-CENTRIC PRACTICE • 800.221.0658 ChloraPrep® is a registered trademark of CareFusion see it in action: Visible after prep & lipo ... including ChloraPrep™ & Tumescent "I really like the markers ... They work better than the average marker and I didn't think that a marker could be that different, but it really is." - Dr. K. D. Board Certified Plastic Surgeon

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