Matt Ghanem, CEO of National Breathe Free Sinus & Allergy Centers, recently appeared on the Healthcare Real Estate Advisor podcast to explain how running a medical practice is similar to running a restaurant.
Ghanem said that he was previously a server at a restaurant and didn't think it would prepare him for work in the health care field, but many of the things he learned as a server apply to the health care industry as well. He pointed out that if everyone on the staff -- from the receptionist to the physician -- is friendly, patients are more likely to return.
"So there's so many parallels just in medicine," Ghanem said on the podcast. "It's a service business, but they don't see it as a service business, in most cases. It's it really is, though, because consumers have choices."
Ghanem believes that service is the most important part of the business. He said that a restaurant with great food but a rude staff would not be a place customers would choose to return to. However, a restaurant with a friendly staff -- but maybe the food's not quite up to par -- might be given a second chance. He believes that keeping the patient informed of any delays or setbacks is an important part of the customer experience.
"Maybe the doctor ran an hour and a half behind, but the staff was great and they kept (the patient) engaged, and let them know, 'Hey, this is what’s happening. We’re going to take care of you. Here’s a coffee, or whatever it might be that we have. We’ll make sure your next appointment is a super favorable time for you,'" Ghanem said.
According to Journal of General Internal Medicine, based on patients referred by a primary care physician, only 34.8% of the 103,737 analyzed patient referrals resulted in documented, completed appointments. Factors such as low appointment scheduling rates, differences in how clinics handle referrals, disparities in wait times and geographic proximity to specialists contribute to this issue.
Consumers today have a choice and can utilize comprehensive resources like HealthGrades, a website that provides information and resources for consumers to research and compare health care providers, such as doctors, hospitals and dentists. The site offers information on individual providers, including their education, experience, patient reviews and awards.
