Customer Service

EHR and customer service

Don’t let computers stand in the way of your number one priority — the patient.

By Elizabeth Holloway, PHR, CPSS

As many practices convert to EHR, patients walk in the clinic doors and are aware that the office now has “the computer.” Not only will ophthalmic professionals need to create new clinical protocols with EHR, but practices will also need to consider how to help customer service stay strong. Consider these tips.

■ Eye contact. To maintain eye contact, configure computer monitors so that the patients are still in the line of sight as the staff enters information into the EHR. If this is not possible, start each examination with warm, friendly eye contact. The front desk can look up to say, “Welcome!” or the technician can ask, “So, what brings you in today?” The practice should work together as a team to brainstorm how to make better eye contact to patients.

If patients feel that staff are engaged with them from the start of the encounter, the patient will feel cared for after the staff member has had to turn to review the electronic chart.

■ Avoidance. When the office gets behind or there is an issue, ophthalmic professionals may be tempted to avoid patients by focusing on the computer screen. Remember to look-up, smile, and identify what needs to happen to take care of patients.

■ Openness without negativity. Weather can cause connectivity issues. New upgrades can slow down the staff. Always be honest with patients, however, avoid being overly negative. For example, don’t say: “They make us work on these computers and when a storm hits, we can’t do our jobs!”

Instead, remain positive: “I am so glad you got here safely. As you can imagine, our computers got knocked out from the storm. But we still can take good care of you! I will take notes and get them entered into the computer later.”

■ Hallways and smiles. Even on challenging days, smile at patients as you walk through the halls. Many situations become stressful, but great customer service does not reveal stress.

■ It’s quality, not quantity. To help provide a stellar experience while working with EHR, some ophthalmic professionals may be tempted to over-compensate and spend extra time with patients. A conversation about the patient’s grandchildren can turn a 15-minute encounter into a 30-minute encounter. However, a well-executed, efficient technician work-up with a warm voice and a smile can provide the patient just as much satisfaction as the longer conversation. In fact, some patients feel more stressed by these extra conversations, as they want to move through the office quickly.

Consider some of these tips to develop protocols. The technology takes time to implement, but practices will do well to remember that even though they now have EHR, the patient comes first. Patients will appreciate ophthalmic professionals who still provide a personal touch in an age of computers. OP

Ms. Holloway is a senior consultant with BSM Consulting in Clearwater, Fla. Her current certifications include Professional in Human Resources (PHR) and Certified Patient Service Specialist (CPSS).