Customer Service

Use soft skills in diagnostic tests

Patients need clear directions and comforting support during testing.

By Elizabeth Holloway, PHR

Great customer service in diagnostic testing does not happen by accident. Since testing is more clinical than some positions in an ophthalmology office, technicians must hone their soft skills in order to help patients relax and perform tests well. When administering diagnostic testing, the following tips can help technicians provide better customer service.

Confirm patient understanding

Before beginning any diagnostic testing, technicians should confirm that patients understand why a particular test is being administered. If patients know why they are having a test, they are more likely to cooperate. Many patients are in the office because they have a visual complaint, and their visual changes likely have frightened them. Fear often leads to confusion and sometimes irritability. Taking a moment to share with patients why testing will be performed can help provide them with clarity and ease their discomfort.

Provide clear directions

Technicians need to work on giving clear and concise direction to patients. Remember to employ voice inflection and body language. This is important when considering that patients lose their ability to see the technician when they are asked to sit forward, place their chin in a head rest, and gaze at the fixation light. Once they are in this position, the only communication they have is auditory—words and inflection.

Be kind and patient

Even when patients have good understanding and receive clear, concise direction, they also need kindness and patience. Wheelchairs and walkers can make patients slow. Neck or neurological issues can make patients’ heads shake. Visual losses can make fixation challenging. Whether a clinic is running on time or behind schedule—whether the patient is friendly or unhappy—every patient must receive kindness and patience during diagnostic testing.

Interpretations

Many patients ask technicians to provide an interpretation for the test. Unless otherwise directed by the physician, technicians should learn how to divert the interpretation of testing back to the physician.

When the test is completed, the technician should explain when the patient should expect to receive results. Physicians should have established protocols that allow technicians the ability to communicate this information to patients. If the physician is going to meet with the patient, the technician can let the patient know the doctor will review the results. If the doctor is going to review the test in the next few days, the technician should inform the patient when to expect a call with the results and recommended treatment.

More than results

Whether patients are having visual fields, B-scans, fluorescein angiography, or presurgical measurements, diagnostic testing requires good customer service skills. Customer service for diagnostic testing means more than obtaining test results. Customer service is about treating each patient with kindness and respect. OP

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