1. CQC inspections
An inspection at the clinic is stressful, even when you are sure that everything is in order. In addition, it requires your attention and takes up time that you would normally dedicate to your patients. At InDesk, we believe that such events should not impact the level of satisfaction of your clients and the flow of your clinic's operation. Our agents will make sure that communication with patients continues to run smoothly, even when members of staff are busy dealing with inspections.
2. Doctors rescheduling their visit to the Aesthetic Clinic
This can completely wreck pre-planned treatments that require doctor’s supervision. Patients have to be informed about the doctor's absence, appointments have to be cancelled and preferably rescheduled, and all this must have as little impact as possible on patient satisfaction. Otherwise, this situation may cause disruptions in the clinic’s operation. After all, your clients have their own plans that now will be affected as well. Patients are usually excited before the procedure, and being told they have to reschedule may put them off. InDesk agents can take care of uncomfortable conversations, saving you stress and time. You can learn more about it here.
3. The front of house staff is absent
Whether your employee has fallen ill, gone on holiday or had a personal emergency, your clinic is left without a person responsible for communicating with patients. In the field of Medical Aesthetics, tactful and helpful conversations are essential, as they help to build trust. With InDesk, the problem of absence is a thing of the past. Our dedicated agents will always be at the service of your clinic and your patients.
4. Patients not turning up for appointments
This issue, while not paralysing the whole clinic, is definitely unwanted. When a patient does not inform the clinic that for some reason he or she will not show up, there will be a vacant session during the day, which can no longer be booked. This can be very annoying for the clinic's staff, and what is more, it results in financial loss. To prevent this scenario, InDesk agents will contact the patient before the appointment to confirm attendance. However, if an absence occurs, they will find out the reason for it and, in addition, arrange a new appointment to avoid losing a potential client.
5. Patients coming to appointments with a bunch of friends
We know that moral support is important, especially when the treatment is stressful for the patient. In a small waiting room, however, a group of friends can seem like a real crowd. It is good to remember that many potentially unwanted situations can be turned into something good with a bit of initiative. If clinic staff collects the contact details of these people, InDesk agents can contact them and offer them treatments. And just like that, the group of potential patients grows.
6. Essential products do not arrive on time
Situations beyond our control will arise in every clinic. One of these situations is when some essential product is missing, even if it should have been delivered on time. Such emergencies are a priority for the staff of the clinic, as they prevent the operation of the facility. It is clear that when you are confronted with a difficult situation, you want to focus fully on resolving it as quickly as possible so that your clinic can thrive again. Leave the issues regarding contacting your clients, informing them about the difficulties that have arisen and finding a satisfactory solution to InDesk agents.
7. Client complaints
A scene where a dissatisfied patient comes to the front desk and loudly expresses their resentment is every Clinic Manager’s nightmare – especially when they cannot find a solution to the problem. Such situations can lower staff morale and discourage witnesses from using your services. InDesk agents stay in touch with the patient, even when the treatment is over, and have the opportunity to alleviate any complaints the patient may have. This means fewer unpleasant situations in the day-to-day operation of the clinic and less negative online feedback. With InDesk, the client feels listened to and understood. (If you want to learn more about dealing with negative feedback, click here.)
The difficulties listed above can negatively affect the functioning of the clinic. It is good to remember that delegating some responsibilities allows you to focus on priority issues. Using a patient contact service such as InDesk also enables better time management, which with the current pace of life is a scarce commodity (click here to learn more about time management). Our agents can make things a lot easier and take some stress off your shoulders while providing you with simply more bookings. Which of the above problems most often impact your clinic, and how do you deal with them?