Surefire Strategies For Driving Patients Away From Your Practice

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Overbooking appointments and having staff act annoyed when patients ask how much longer the wait will be are two things that irritate patients, and may lead to them going elsewhere for podiatric care.
Patients also get flustered when a member of the staff does not look up from the computer when a patient asks a question.
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Author(s): 
By Michael Z. Metzger, DPM, MBA

Successful DPMs know the right formulas for keeping patients. One should manage medical information professionally, run an efficient office, listen to patient concerns and always keep the patient foremost in mind. On the flip side, if a podiatric practice engages in certain other behaviors, the podiatrist will likely see more than a few patients walk out the door without returning any time soon.
That said, here are pearls on what not to do to keep a thriving practice. Unlike articles that suggest ideas to help you keep patients, I absolutely guarantee that the ideas presented in this article will work to drive patients away from your practice.
• Ignore patient privacy. We all know that HIPAA has made ignoring privacy more difficult but for those who are determined to do so, here are a couple of easy habits to adopt into your daily routines at the office.

Keep the exam doors open without asking the patient. Although this works better in the MD’s office with the patient half undressed and/or in a gown, it can be nearly as effective with the podiatric patient.
Be sure to question the patient loudly enough so you are heard in the hallway. If the patient is soft spoken, just repeat what he or she says in a loud tone of voice that can be heard everywhere in the office.
Don’t forget to talk about one patient in front of another. For instance, if you get a phone call from a patient or insurance company, quickly pick up the phone in the treatment room and then discuss all the details of the first patient’s care in front of the second patient or an insurance rep. Do not forget to mention the first patient by name at least twice. Not only does it embarrass the second patient to learn about the first, it puts doubts in the second patient’s mind as to who is hearing about his or her case.
• Keep staff in the dark. Do not tell your staff anything about your treatment plans. This ensures that the staff has no idea what to say whenever your patient calls with any question pertaining to his or her treatment. Accordingly, they will say they do not know and will have to check with the doctor and get back to the patient.
It is good for the staff to throw in a little sarcasm about the doctor never telling them anything. When a patient asks, “When would the doctor want to see me again?” the answer is always, “You know Dr. Smith. He never tells us anything. I will have to check with the doctor and call you back later.”

How Not To Manage Time
• Make patients wait. Overbook appointments and then be sure the staff always misleads the patient about the length of the wait. Once you get the patient in the waiting room, he or she has no place to go so the patient is yours. The staff can also assist here by seeming annoyed any time a patient asks, “How much longer?” Never apologize for the delay.
• Be in a hurry. Even if you are not in a hurry, there are little tricks to appear that way. If you see the patient sitting down, keep getting up while the patient is talking and head for the door. If you talk to him or her while you are standing, stand near the door and always keep putting your hand on the doorknob.
• Return phone calls slowly. Emphasize to patients that they should call so you know how they are doing. Have patients tell the staff that you will want to talk to the patients. Then do not take the call and do not call back for a couple days.
A slight variation of this is to tell patients that if they do not improve, you want them to call the office on Monday. Emphasize how important it is for them to call Monday morning so you can see them Monday or Tuesday if necessary. Actually make them promise to call. Then when they do call, have the staff casually make the appointment for the end of the week.

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