The Motivational Power of Practice Managers

Satisfied Patients Are Loyal Patients

It's no surprise that satisfied patients return to your office when they need a healthcare service. Satisfied patients also recommend their doctors to friends and relatives. Patients who are happy are also more likely to follow the doctor's orders - in other words, comply with the physician's recommendations to ensure optimal health.

Why is that? Well, a patient's emotional state has a lot to do with whether they're able to change their behavior ... and in most cases, the physician's recommendation will require some form of behavior change on the patient's part...

Walk up the stairs at work instead of taking the elevator. Eat less salt. The list goes on.

Your Role Is Vital

What you may not realize is that you can play a key role in creating a positive experience for patients in three ways:

  1. Communicating Care
  2. Becoming an Information Highway
  3. Reinforcing Success

That's why AccentHealth has created Mission Motivate.
This campaign complements what you're already doing ... and then goes on to do more! Mission Motivate helps you motivate patients to achieve their health goals by creating an office environment that fosters behavior change, including improved compliance, for optimal health care.

AccentHealth has teamed up with one of the nation's leading behavioral experts, Dr. Michael Peterson.

According to Dr. Peterson, when patients feel taken care of, have accurate and helpful information, and are provided reinforcement in the doctor's office, you support their health behavior change programs. This means it's more likely that patients will adhere to that program or comply with specific physician instructions.

Dr. Peterson says that when patients follow their health improvement plans and their doctor's advice, they are more likely to become — and stay — healthy. Compliance can be enhanced through simple patient education and a supportive environment that reinforces success — two things that doctors' offices are ideally suited to provide.

1. Communicate Care

Everyday, you communicate care as part of your job. Your friendliness and courtesy make patients happy. When patients receive additional instructions or information from you after the physician visit, or when you clarify billing or insurance issues, you continue to generate positive feelings toward the practice.

In fact, a study conducted by Tufts University showed that the personal manner of staff members, the check-out efficiency, and the length of time waiting at the office are three keys to increasing patient satisfaction. This is what it means to Communicate Care.

Becoming an Information Highway and Reinforcing Success work hand-in-hand with Communicating Care to fuel motivation. Back to top

2. Become an Information Highway

Many patients seek information while in the doctor's office. Practice managers are in the ideal position to point patients to information that addresses their health concerns.

As a member of the patient's health care team, practice managers can become a credible bridge to the right information, helping patients gain a sense of control over the health changes they need to make.

Because patients trust the practice manager, they are even more receptive to the information provided. In turn, patients become more motivated to take action.

Mission Motivate provides you with multiple opportunities to reach out and help motivate the patients in the practice with educational information.

Of course, the office has AccentHealth TV programming and panels on the wall that provide vital health information to patients.

Practice managers will also receive pocket-sized motivational cards every month to hand out to their patients. These expert-developed tips help patients stay committed to good health and provide yet another reminder that the practice is there for them, even when they don't have an appointment.
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3. Reinforce Success

Reinforcing patient success has two components: 1) rewarding patients for their achievements, and 2) providing them with access to testimonials from role models.

Rewards, like incentives, reinforce healthy behavior and progress. Plus, winning something creates a pleasurable experience. This increases the likelihood that the patient will make the extra effort needed to achieve their health goals.

Testimonials can be a source of encouragement. In particular, testimonials from role models reinforce the patient's desire to learn how others were successful, thereby enhancing their perception that they too can do it. Observing what others like them have done well is a powerful way to learn.

Mission Motivate also gives patients a chance to win a Health Makeover and other prizes for submitting motivational stories on how patients have achieved a health goal or helped someone else achieve theirs. We also will provide extra motivation for patients in the form of an inspirational book. This publication is another effective way for patients to learn from testimonials.

AccentHealth is committed to helping you to sharpen your skills as ambassadors of good health. Mission Motivate provides valuable and proprietary tips and tools you need to help you accomplish this goal.
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