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Health Industry


The patient experience that drives quality patient referrals


By Danny Haydon, Principal/Health Division

23 April 2024

Danny Haydon, Principal/Health Division at Brentnalls SA
Icon of three people with a circle around them and arrows.

If growing your healthcare business is reliant on quality patient referrals, think no further than your current loyal and satisfied clients. Their word-of-mouth referrals are invaluable and have the potential to provide your practice with a high volume of quality new patient referrals.

Ask your team these questions:

  • When is ‘the moment’ when patients are fully engaged with you and your practice? 
  • When do they put their trust in you to provide them with the health outcomes they desire? 
  • When do they start enthusiastically referring your practice to their family and friends?

Securing highly engaged patients who are advocates for your practice takes planning and does not happen by accident. It requires all aspects of your business management systems to work seamlessly together, creating a practice environment where clinical and support teamwork go hand in hand. As a team, you let the patient know they are at the centre of their care and that they are supported and in the right place to reach their health goals. 


The patient experience can be identified through seven key areas, as shown in the infographic below.


Icon of a loudspeaker and a circle with the word Marketing.
  • Lead generation
  • Your value proposition and alignment with potential patient's values
  • Why your practice? (Convenience/recommendation)
Icon of a patient, and medical sign and a circle with Patient, Customer Experience.
  • Quality service standards/practice culture alignment
  • Clinical and support staff training and support
Icon of a medical practice with a circle and Facility Management.
  • Location and access
  • Quality modern facility
Icon of two comment bubbles and a circle with Practitioner Relationship.
  • Patient connection
  • Communication and follow-up
  • Training and support
Icon of two hands shaking and a circle with Patient Health Outcomes.
  • Meets patients' needs and expectations
  • On-going care and referral to allied services
Icon of three people and a referral circle pointing to each, circle with Referral (Family & Friends).
  • Encourage and reward
  • On-going communication, such as newsletters and social media
Icon of a cog and a circle with Monitoring and Review.
  • Monitoring success
  • On-going training and patient experience system development

A patient experience system provides your practice with an integrated system of patient care and connection and with this, business growth.


It starts with defining your team’s collective goals and values, then drawing a roadmap of possible improvements that can be actioned through assessment and review of your current systems. 

Discuss Further?

If you would like to discuss, please get in touch.

Disclaimer

The information provided in this article does not constitute advice. The information is of a general nature only and does not take into account your individual financial situation. It should not be used, relied upon, or treated as a substitute for specific professional advice. We recommend that you contact Brentnalls SA before making any decision to discuss your particular requirements or circumstances.

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