"You Are So Different - In a Good Way"

During a recent practice meeting both the Doctor CEO and key staff reported on a new patient that was very enthusiastic with the care provided. The patient had transferred to the practice from out of the area due to a job change. The direct quote of the patient is the headline for this blog entry. When pressed for more detail the patient wanted to answer but mainly provided broad responses, "you are so friendly", "you seem to care a lot". But then came the specifics, "you helped me to understand what my options were in plain English and educated me", "you gave me the time I needed to make a good decision". Several additional patients were interviewed prior to our development meeting. During our meeting we seized on the various patient stated specifics and explored them. As a result of our discussion it clear that the Doctor CEO had set the tone for the practice and it dramatically influenced this staff. The attributes of the practice were then listed by the group, we are patient, we explain everything, we want the patient to understand why they are making a certain decision and what it means. From these attributes emerged a picture of the strengths of the practice, and just how different they are from what some patients have experienced in other practices. It is these now written and detailed strengths that will help guide this practice’s interaction and verbal discussion with any prospective patient that asks, "tell me about your practice".