Engaging Your Patients to Improve Outcomes

Want to improve your outcomes? Try working on your customer engagement! What's one of the best ways to engage your customer? Providing great service!

Customer service customer service customer service! Writing down the names of my patients' kids, their birthdays, when and where they went on vacation, what their favourite sports teams are…these are the little “tricks” that really help solidify relationships with my patients. Keep them on an index card attached to their notes/exercise sheet, whatever you quickly refer to prior to the visit.

Think about it…wouldn't you love it if the next time you walked into your doctor's office and he or she asked you how your trip to ‘insert destination here’ was? That little extra care really goes along way.

Other ways I engage with patients regularly

make a habit of emailing clients videos of exercises to make sure they fully get them
if they do not want to be on your clinic's youtube channel, use their own smartphone
call clients back ASAP if they have any questions

I always tell clients to call or email me when and if they need me for anything physio related. That kind of selflessness is what drives customer service. If you do just this I think you are ahead of the game.

Overall, I am happy to say that I love my job and I feel honoured to be able to do what I get to do each day. It can be a hard job, but it can also be immensely rewarding! Even if you're not having the best day, compose yourself and put on your happy A game face prior to engaging each patient.

Have a great week!

Jesse Awenus, your friendly neighborhood Physio and updated by Dr. E

Interested in live cases where I apply this approach and integrate it with pain science, manual therapy, repeated motions, IASTM, with emphasis on patient education? Check out Modern Manual Therapy!

Keeping it Eclectic...