Accurate diagnosis by the physician may be an essential, but the patient comfort level attained at the doctor’s clinic at times may factor more towards a good patient experience.

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The Complete Patient Experience is an Essential
towards Patient Satisfaction
Accurate diagnosis by the physician may be an essential, but the patient comfort level attained at the doctor’s clinic
at times may factor more towards a good patient experience.
Industry Standards State
Recent survey results showed that approximately
34% patients were eager to change doctors if
offered an ideal experience in another clinic
What does a complete patient experience demand?
Industry experts believe that the healthcare industry is amongst those which offer multiple choices, hence good
customer service and patient satisfaction is a must and reflects well on the physician. Providing the complete patient
experience helps doctors maintain patients, attract new patients and increase revenue.
Hence, practice management experts recommend physicians to look at the complete patient experience - right from
patient making a call to take an appointment, to visiting the office- entering the office door – the entire patient
experience at the clinic— to the patient leaving the office - ensuring that the patient visit is as pleasant as possible
and increase patient satisfaction.
Solution: Improving areas for increased patient satisfaction - the improvements required for enhanced patient
experience may be very minor but definitely help create a much better impression -
• Appointment Scheduling – promptly answered phone calls, lesser on-hold time,
improved schedule during lunch hours leading to lesser time spent by staff attending to
unanswered messages; which helps greatly improve the patients’ first experience with the
doctor’s clinic.
• Patient waiting area – reduced waiting time, patients kept aware of any delays and given
estimates, a pleasant waiting room experience, greatly helps maintain and increase the
number of patients at the doctor’s clinic.
• Patient interview – opening interview by staffer or physician- establishing patient
expectations, understanding patient beliefs, making decisions and closing the interview

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effectively majorly contribute towards an efficient visit.
• Exam room experience –increased patients awareness of when the physician or staffer
will see them, patients updated about any examination delay, and doctor’s well updated
about patient history, along with attentive physicians who offer patients quality time to
listen to the problems definitely help improve the overall patient experience
• Patient exit – Feedback and suggestions by the patients and patient clarity on visit start
and end date and the next procedure date further enhances the patient experience.
A survey result depicted that 94% of individuals surveyed considered a doctor updated on significant medical
histories as highly important in creating an optimistic customer experience, while 95% felt the same about the
time they spent with the physician.
These changes though minor need not necessarily be made all at once with physicians considering improved
customer service as an on-going process instead of as a one-time project.
Enhanced efficiency and patient satisfaction
Patients definitely recall a good experience consequently physicians to ensure a complete patient experience need
to evaluate the work flow efficiency of their clinic by -
• Establishing clear goals with measurable outcomes
• Studying the clinic processes and staff’s work habits
• Planning and committing to timelines and including staff in the planning process
• Streamlining current work and creating new areas of work
• Standardization of routine tasks of care with clinical & administrative systems
• Clearly defining tasks, providing suitable training and good communication
• Substituting non-physician for physician tasks when suitable
Satisfied Patients = Increased Revenues!
Healthcare organizations with consistently high levels of patient satisfaction are known to be the most financially
successful. A study showed healthcare set-ups which patients perceive as providing a good experience, earned
approximately 30% higher profits that their counterparts!

3. End to End Medical Billing Solutions
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Copyright ©-2013 M.D.C.P. All Rights Reserved.
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Medicalbillersandcoders.com has been successfully helping clients improve patient satisfaction and revenue
management. Our clients easily concentrate on improving patient satisfaction as they rely on MBC for well informed
decisions and appropriate tracking of business processes and revenue.
MBC’s medical billers and coders with their in-depth industry knowledge help achieve high levels of patient
satisfaction by assisting physicians determine areas of improvement as perceived by the patients. Our clients have
reaped considerable revenue benefits with MBC as our experts helps increase patient loyalty, improve clinical work –
flow efficiency and performance, thus increasing profit margins.