Yes, you read correctly. No matter how skilled a physician you are, chances are your patients won't be able to differentiate excellent care from average or even below-average care. But they do know when someone is rude or rushed or the temperature in the exam room is uncomfortably cold. While these may seem like innocuous inconveniences to you, they matter to your patients and, if left uncorrected, could cause them to go elsewhere for their medical care. Patients most often base their level of satisfaction with a practice on the front-office staff and office facility.
Some companies make a mistake by investing too little in training for people in low-level jobs.
Well-trained staff have more confidence, take more pride in their work and generally perform at a higher level. As a physician, you probably don't tend to think of your patients as customers. But your patients compare the level of service provided by you and your staff to what they receive as customers of any other type of business whether it be a department store, restaurant or even Walt Disney World. To position yourself for future success, it's important to realize your patients expectations of you now and respond with quality service. If you've ever visited a Disney attraction, you probably understand why Disney is recognized as one of the top-performing companies in the world in terms of customer satisfaction.