The administrator is the first representative of the clinic that the patient sees, and it is his or her work that forms the patient's first impression of the clinic. Moreover, a skillful approach to the administrator's work can solve most problems before they arise. How? Philip Dmytriychuk, administrator at LAUDENT clinic in Chernivtsi, shares his own example.
"When the primary patient comes, I give him or her a questionnaire to fill out, but in electronic form, on a tablet. I created such a questionnaire in Document Templates. Patients like the fact that the questionnaire is not paper-based, and we immediately add all the necessary information about the patient to his or her card before they are even taken to the clinic. We also add information about hobbies and interests. This is done so that the doctor immediately has a common topic to talk about with the patient if it is necessary to defuse the situation."
"At the end of the visit, the doctor creates an act of work performed and shows it to the patient, again on the tablet. This act is included in the treatment history as a stage, where the doctor also adds a detailed description of the visit. Thus, every patient's movement is recorded in Cliniccards."
Philip also noted five Cliniccards functions that are constantly used in the clinic's work:
1️⃣ "In the schedule, I set up a color-coded commentary on a patient's visit, which is very convenient because you always pay attention to it and don't miss important information. There is always a comment for each patient visit."
2️⃣ "I created a template of recommendations for a patient from a doctor. Now the doctor does not waste time describing each visit and writing similar recommendations for different patients."
3️⃣ "In addition, everything is stored in Cliniccards, which adds control and clarity. For example, the chief physician can always see what the surgeon recommended for the patient."
4️⃣ "Even during visits, if something happened during the course of working with a patient or if they didn't like something, we add a note and write a detailed description of the situation. This is created for internal communication between doctors; patients do not see this, and neither do assistants. This is a dialog for doctors. We want the patient to be treated equally, regardless of whether they see a regular or a new doctor."
5️⃣ "We made a price list in another language, because there are foreigners. I just give them the certificate in their language, which is much more pleasant for them than translating it. "
The clinic paid special attention to setting up an SMS-mailing list. "We have a reminder the day before the visit with a confirmation option, and more than 90% of patients confirm the visit themselves, even older people, who are interested and pleased with it. Also, 6 months after the hygiene, a reminder comes that we recommend coming for an examination. Most people are grateful to be remembered and make an appointment right away. The same is true for birthday reminders."
"It seems like a small thing, but patients are very pleased. Such reminders help bring patients back to the clinic. "
The administrator, adding and recording all the little things, closes a lot of issues of communication between the doctor and the patient, because the patient is comfortable, because the doctor knows what to talk about, how to relax the patient, and the doctor does not need to puzzle over the approach to the patient. Attention to such details shapes the clinic's service.
"Usually, as it happens in a clinic, the receptionist makes an appointment and that's it, the work is over, but he also has time to give the questionnaire, control, help the patient fill it out correctly, record everything in the card so that the doctor does not waste time and, most importantly, so that he is not distracted from his work. The doctor does not have to think about whether the patient has filled out the questionnaire or whether the administrator has checked it, he knows that when he opens the card, all the information is there.
