Effective clinic operation is of paramount importance for the success and sustainability of any healthcare business. They have a direct impact on patient satisfaction, financial health, and the overall reputation of the clinic. From a business management perspective, it is the foundation of your business’s profitability because it influences both sales revenue and cost of operations.
1
Reduce wait times resulting in higher patient satisfaction. Seamless Patient Journey fosters trust and loyalty as well as leads to referrals or recurring clients.
2
Efficient operations minimise waste (e.g. staff time), reduce errors (e.g. billing), and optimise resource allocation (e.g. staffing), leading to significant cost savings. Clinics with effectively managed operations can see a profit margin increase of up to 30%.
3
Implementing standardised protocols and procedures reduces errors, improves consistency in care delivery, and enhances patient safety. Healthcare professionals can focus more on patient care rather than administrative burdens.
4
Streamlined workflows, automated tasks, and clear communication reduce administrative burden and stress on staff, leading to higher morale and reduced burnout.
There are 10 essential touchpoints in any clinic’s operations, and the competency at every touchpoint is critical in ensuring a positive patient experience. Clinic managers must be equipped with the right knowledge and skills to perform his/her role well across all 10 touchpoints. Let us have a quick review of these 10 touchpoints.
The start of the patient's in-clinic journey and involves gathering personal details such as insurance information, medical history, and consent forms, as well as managing expectations regarding wait times.
The patient's comfort and accessibility to amenities such as water, Wi-Fi, reading materials and etc., while awaiting their consultation or procedure.
Timely collection of vitals (blood pressure, temperature, weight, height), chief complaint, and relevant medical history, ensuring all necessary information is ready for the physician.
The core interaction with the doctor or specialist. Active listening, clear explanation of symptoms, diagnosis, treatment options, and answering patient questions should be done with empathy to build trust.
If further tests are required during the visit such blood draws and X-rays, ensure they are properly coordinated with clear instructions and minimum anxiety.
Practise shared decision-making involving the patient in treatment choices, discussing pros and cons. Provide detailed verbal and written instructions for medications, procedures, and follow-up care.
If a procedure is performed in-clinic, it is important to have clear pre-procedure instructions, informed consent followed by skilled execution and comprehensive post-procedure care ensuring patient comfort and safety.
Efficient booking of future appointments or referrals with clear explanation of charges, insurance claims submission, collection of co-pays/ deductibles, with various payment methods available.
Timely and clear delivery of lab or imaging results (phone, patient portal) and follow-up calls or messages to assess recovery or treatment effectiveness.
Soliciting feedback on the overall experience with a clear and empathetic process for addressing patient complaints.
Effective clinic operation is not a one-time fix but an ongoing process of continuous improvement. The long-term benefit is exceptionally rewarding, resulting in better patient outcomes, more motivated staff, and sustainable growth for your clinic.
How to improve your clinic operations? Well, start by assessing your current operations and identify areas for improvement, understanding where the knowledge, skills and process gaps are. Consider sending your Clinic Manager to our 3-day Clinic Management Course where our experience trainers will deep dive into the competencies required for each touch points and also guide them on the know-how of using Clinic Management System, PDPA and other relevant compliances, as well as leading the service culture for your clinic. Get in touch with us now to find out more.
We have the expertise to help you improve your clinic operations – our consultants have over 20 years of experience in the field of human resource and performance management to assist our clients in building a robust team for the future. Contact us at +65 6604 6330 or Email us at llearning@arkgroup.com.sg for a discussion on your business’s needs.
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Email: llearning@arkgroup.com.sg
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