This private family practice in upstate NY has been thriving for over 10 years. The success this practice has reaped can be directly linked to the relationship that the staff and doctor has built with the patients at the practice. Continuous engagement has helped them to foster and shape a positive patient base.
At this practice in Malta, the doctor has three engagement strategies. One is patient surveys. Instead of cherry picking individual patients who should receive the survey, and potentially appearing biased, the whole patient base receives a survey. Every patient at the practice receives the same survey on the same day. This survey purely serves to collect patient feedback so the practice can make improvements in the future. They have also instituted a comment box where patients can leave anonymous comments, if they please. From there, the doctor personally reaches out to the patients that he can to address the concern or thank the patient for the praise. This kind of interaction shows each patient that their feedback is appreciated and respected. The last engagement tactic this practice delves into is engaging with former patients. The doctor and his care team reach out to every patient who decides to discontinue care. This often provides insight into what changes can made at the office.
Through these ongoing initiatives, this family practice in Malta is continuously somersaulting through change after change. These changes are based on concrete feedback and involvement from the ones that matter most to the practice’s continued success – their patients.