Whether you work as a physician, nurse, medical technician, hospital administrator, patient advocate, pharmaceutical representative, your professional reputation has a significant impact on your organization’s bottom line.
Professionals are often well-trained in medical skills and knowledge but may be less adept at understanding the importance of their own image and how it affects their patients. Do your medical staff or administrative staff know how significant their impact is on the patients’ experience? Healthcare professionals are often unaware of how their appearance, behavior, communication, and digital footprint affect patients’ decision-making processes, such as which healthcare provider to choose, how to interact with them, and whether they feel comfortable receiving treatment from that particular person or in this facility.
Patient experience refers to how patients interact with the healthcare system and how they perceive the results of their interactions. This is true for patients, family members, and professional caregivers. Even in the veterinary service industry, where pet owners are often referred to as “clients,” the patient experience drives customer satisfaction and loyalty.
A positive patient or client experience encompasses respect, value, and inclusion in the decision-making process. A positive experience is also associated with better health outcomes, lower costs, and increased patient loyalty. The more comfortable and confident patients are with their care team, the more likely they will adhere to their treatment plan and follow through with recommended treatments. It leads to better patient outcomes, improved patient satisfaction, and increased referrals. This means creating an environment that fosters trust, collaboration, and open communication with patients.
On the other hand, a poor patient experience can make patients to feel disrespected, unheard, and unimportant, receive subpar care that doesn’t meet their health goals, making them less likely to recommend a provider or facility to others.
A patient’s first impression of the quality of care they will receive begins when they walk into a healthcare facility (or even earlier, when they research their preferred provider online). Initial thoughts and feelings set the tone for the entire care journey and influence patient satisfaction levels and health outcomes.
Healthcare professionals must consider the impact of first impressions on patients throughout the entire patient journey. This means taking steps to create welcoming and supportive environments for patients, online and offline. Providers must pay attention to first impressions derived from all aspects of a patient's visit, including the online presence, exterior of the building, waiting area, treatment plans, parking options, facility and office staff, and the providers themselves.
The healthcare industry is service-oriented. These businesses rely on a close relationship with their patients to offer outstanding patient service. Whether in person, over the phone, by e-mail, or on social media, the bonding process begins with your first contact with patients. By making an outstanding first impression, medical practices and healthcare organizations can create an instant bond with patients and encourage them to return in the future.
Even if the healthcare industry becomes increasingly digitized, the human factor will never be eliminated. It is the human touch that cannot be replicated online. You will always be seen as the provider of care by your patients, whether in person or online.
The patients' emotions primarily influence their experience because they generally seek medical help when they or someone close to them becomes sick. Emotionally charged patients are less likely to be receptive to rational information because they tend to be more biased. As a result, patients are more prone to biases than usual and are more sensitive to a provider's first impressions. Professionals need to understand how contradictory assumptions can affect those they care for, and how they can change assumptions to create stronger relationships, exceptional patient experiences, and better interactions with patients.
Healthcare services have become more sophisticated, and patients' expectations have risen. The wide variety of options available to patients means that they can be particular about their care.
Providers face extensive competition. Most patients will choose the healthcare provider who makes them feel special and cared for when given a choice between two providers. For healthcare professionals to stand out from the competition, they must anticipate patient needs, respond quickly to feedback, and deliver outstanding patient experiences that leave a lasting impression.
Returning patients and word-of-mouth referrals are the lifeblood of any provider. Your patients will go elsewhere if you don't deliver an exceptional patient experience—and they'll tell their friends. Because patients' journeys are emotional, they tend to share bad experiences more than good ones. Creating positive patient experiences beyond the treatment meeting itself is important.
Healthcare professionals are highly trained in medical and nursing skills. Still, to succeed in this industry, they also must be aware of how they are perceived through the patient experience. Whether you work in a small family practice or a large multi-specialty organization, you may offer the most innovative medical product, service, or concept, but if you don't focus on delivering an outstanding patient experience, you're not likely to succeed. Many patients will seek treatment elsewhere if your interactions don't inspire confidence immediately.
Professionals in some healthcare settings wear uniforms, immediately emanating authority and approachability. Uniforms help healthcare providers project a consistent image and conveying trustworthiness. Nevertheless, many professionals feel that uniforms limit their ability to display their personalities.
Both the patient's and the practitioner's first impressions are essential. As a professional, you form an impression of a patient upon meeting them for the first time. Their first impression of you and your own initial assessment can help you to understand better how to treat and communicate with the patient based on their first impression and the healthcare professionals' initial assessment. This can reveal clues about their motivation to seek medical attention or about their health beliefs and values.
I have a proven track record of delivering engaging and thought-provoking keynote presentations for audiences that include professionals of all levels. My extensive experience, unique delivery style, and relevant content set me apart as the top speaker at annual or mid-year conferences.
That’s why healthcare providers and institutions continue to book me for their staff and leadership events, including the following
and many more.
My keynote presentations and training sessions for events or organizations such as yours are packed with valuable insights, practical tools, and tips your attendees can put into practice right away. I provide content tailored to the needs of healthcare professionals.
With a shared, fun, interactive experience, I will equip attendees with the awareness and skills to represent themselves and the provider with confidence, clarity, and conformity
By leveraging my extensive experience and unique perspective in the healthcare sector, I promise to bring your event to life. As a presenter, I’ll show up extremely prepared and go the extra mile to ensure my presentations meet the highest standards. Accordingly, I will adapt the material for your conference or event, take into account the specific needs of your audience, and concentrate on the key messages you want to convey. I will deliver a keynote presentation or training that leaves a lasting impression on your healthcare staff and leaders.
I would be honored to speak at your annual conference or training event and help your staff and leaders make a favorable first and lasting impression at every step along the patient journey.
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She spent a lot of time with me and the other director beforehand so she could cater her message to what we were looking for – and then she nailed it. She went above and beyond what we expected of her. She is a gem.
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I have been “one of you” for nearly twenty years. I understand the corporate world and the world of speaking like few other speakers in this industry.
I have already reached tens of thousands of participants worldwide and have planted the seed of first impressions for themselves and their organizations.
I connect with a wide range of audiences of varying cultures, genders, and ages and I have the ability to address everyone from the doorman to the CEO.
I create a memorable experience in a fun, creative and informative way. I “do” the unexpected, and your audience will remember the lessons I share.
I do not use canned presentations because I know each industry, company, and audience has its own challenges and needs a different approach and way to inspire them.
I amaze my clients. I deliver a level of excellence that they could not imagine was possible. Good is never good enough for me.
I am easy to work with. I’m not the kind of speaker who has special requests. Instead, I focus on making your stressful job as easy as possible.
I’m all yours for the entire day, and I’m happy to be involved in additional engagements such as photo ops, book signings, VIP lunches or dinners, etc.
I truly love what I do, and I feel very privileged that you are considering me as the speaker for your upcoming event.
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