Do you show appreciation to your patients? If so, how?

February 2, 2013

Urologist share how they show appreciation to their patients.

"The best way to show appreciation is to be on time, to try to listen to their concerns, and try to give them the best care we

possibly can. It’s self-explanatory. If we’re on time, it shows mutual respect and patients understand we appreciate them.

The other thing we can all improve upon is listening to our patients’ concerns. Listening, being on time, and just being accessible are the most important things we can offer our patients.

We’re very careful about monitoring patient satisfaction both in the office and in the surgery arena-we ask about their experience because we can learn from our mistakes. Patients truly appreciate that, and we try to follow up with those patients and let them know we will try to fix problems in the future.”

Christopher M. Gonzalez, MD, MBA

Chicago

"Absolutely. In the unique relationship we have with outpatients, mutual appreciation and respect are pretty important in growing a relationship with more than just a ­financial or service interaction.

Staying on time is a means of showing respect for their time.

In this day and age, communication is so much easier, and reviews of physicians are so much more accessible to potential patients, that your reputation is going to get out quickly and can steer people away from you if you get a couple bad reviews, especially if they come from the fact you’re chronically late or don’t really listen.

I did my residency in Chicago, and even 5-7 years ago they were very aggressive about maintaining their reputation and in doing things they should do that doctors in a rural setting might not really have to pay much attention to when they’re the only game in town.”

Zane Basrawala, MD

Charlotte, NC

"I was told years ago about the ‘Three As’ of a good practice: accessibility, affability, and ability, and in that order. If you’re not around when someone needs you, they’re going to find someone else; it’s that simple. If you can’t get along with patients, staff, or other physicians in a town general practice, people get to know you quickly. I see my patients around town all the time.

My best referrals are patient referrals, so you want your patients to know you appreciate them. Providing good service is the way to show your appreciation. I don’t know that it’s thanking them for coming, but doing a good job and taking care of their concerns are the best ways to show appreciation.

Patients like to think their time is valued too. If you are late, apologize. Take time to answer their questions. Actions speak louder than words."

Charles P. Fernicola, MD

Manahawkin, NJ