If you’ve ever done a new office build (or even a big renovation), you know what a process it is.
I’m working with several practices right now that either recently completed a new office build, or are right in the middle of one.
(God bless you guys, it’s a heck of a project).
The process of building a new office is… painstaking. That’s probably the best way to put it.
All the time, energy, effort and investment that goes into the layout. The architecture. The interior design. Optimizing for patient flow. Power, ventilation, privacy, technology.
Yes it’s a huge deal. And expensive.
But the result is a warm, welcoming, beautiful environment designed to give your patients a first-class experience. Well worth the investment.
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As you look to 2021 – I want you to think about designing your patient experience in the same way you designed your office space.
Remember that feeling when you’re just starting an office design process?
You ask yourself, “OK, if I want to design the ultimate space for my patients, what would that include so we could help the most people?” And then you bring that to life and reap the rewards of it.
What an amazing feeling. Sure, it’s a little overwhelming, but that’s why you hire professionals to help with the logistics.
And your vision (pun intended for my vision correction people) becomes a reality.
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So here’s a brief Patient Journey Design Exercise for the day:
Have some thinking time on your drive home this evening. Think about designing your Patient Journey in the same way you designed your beautiful office.
“If I wanted to create the ultimate experience for my patients, what would that include so we could help the most people?”
- What words would you use?
​ - When would you communicate to them?
​ - What tone would you use?
​ - Who would do the communicating?
​ - What educational pieces would you put in front of them before, during and after their consult?
​ - What’s your plan if they say no on the phone? No at the consult?
​ - What’s your follow-up plan?
​ - How and where and when do you position yourself as the expert that you know they need to trust?
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These are all pieces of Patient Journey Design. After all, you put massive amounts of time, energy and capital into an office space for your patients…
Isn’t it worth the investment to design the experience as well, so more of them will book treatment when they get there?
– Troy