Strategic Healthcare Liason

In these audiograms, from Episode 10 of The Healthcare Leadership Experience, Lisa Miller is joined by Noah Fleming, strategic marketing expert, and CEO of The Fleming Consulting Company.

Successful Patient Referrals Require a Process

In every organization, customer referrals are intended to generate additional revenue. How successful those requests depend on following a process. People in sales roles need a system to ask for customer referrals. For this to succeed, line managers need to equip themselves with the necessary tools. 

Hospitals Need to Pay Attention to the Gaps in the Patient Experience

Every organization will need to be aware of the points in their procedures and where they are losing customers. The role of physician liaison is a sales position. If the process isn’t finely tuned, customers will fall out of the funnel. Similar to holes in a leaky bucket. The same principles apply in healthcare. Hospitals must identify the gaps in the patient experience to avoid losing potential business. 

Patient Feedback can be Viewed in Two Ways 

If a customer or patient offers feedback it can be classified as valid or invalid. In healthcare, that concern might be paying for a service they didn’t receive, an incorrect product, or poor treatment. Those complaints are valid. Invalid complaints often arise when customers want something for free or hope for a discount. Organizations need to create different responses to deal with both types of situations. 

Look at Things from a Patient Perspective

Some people are naturally gifted in sales roles. Everyone can understand simple concepts that enable them to perform well. For hospital employees working in physician liaison roles, it’s important to look at things with a patient hat on, to gain insights into the patient experience. Hospitals should look at their competitors too. What are they doing differently? Is there something that can be adapted or improved upon to enhance the patient experience?