Today’s consumers have increased access to information, more options available to them and expect an exceptional experience; your patients are no different. When it comes to hearing healthcare, patients today have access to abundant information, multiple options for treating their hearing loss and expect an exceptional patient experience.
In my over 20 years in the industry, I’ve never met a provider who has said that they provide a terrible patient experience. Yet, I’m sure you can think of at least 1 patient you’ve acquired because they had a negative experience somewhere else. In fact, findings from a Phonak Audiology Research Center (PARC) 2018 focus group showed 9 out of 12 patients had a negative experience with their hearing healthcare provider. While their individual experiences varied, they fell clearly into two categories:
- Their provider took a ‘one-size-fits-all’ approach.They felt that their provider did not take the time to get to know them or understand their unique hearing challenges and that the recommendation was not customized to their needs.
- Their provider recommended expensive premium technology.They felt that the level of patient care and the patient experience attached to that care did not justify spending the recommended amount of money. They felt that they could get the same level of care for less money elsewhere.
So, how do you provide an exceptional patient experience?
Show your patients that you C.A.R.E. by:
- Putting the patient front and center with every interaction
- Showing you’re listening and earning their trust
- Recognizing their unique needs and point of view about their hearing loss
- Understanding how it impacts them and their loved ones
- Making the right recommendation to meet their hearing healthcare needs.
Patient-Focused Sales Training is tailored to hearing care professionals and designed to enhance what providers already do so well by sharing a process that will get more patients to accept treatment for their hearing loss. Providers will review establishing trust, demonstrating need through motivational interviewing and creating value in their recommendations to patients.
It is a self-paced program through the Phonak learning management system (LMS) available to Gold & Platinum level members. We provide 45-day access to the five C.A.R.E. eLearning modules and the participant guide for an unlimited number of registered participants from your practice.
For additional information about Patient-Focused Sales Training, visit the Inner Circle Dashboard “Marketing and Business Services” tab. Select Employee Development and add Patient-Focused Sales Training to your cart.
