Last updated on Jul 12, 2024

You're introducing new services to existing patients. How can you ensure clear and consistent messaging?

When you're ready to roll out new services to your existing patient base, communication is key. Your patients trust you for their care, so it's crucial to ensure they fully understand what's new and how it benefits them. Clear and consistent messaging not only maintains that trust but also encourages patients to take advantage of the new offerings. By focusing on the value these services add and addressing any concerns upfront, you can foster a positive reception and seamless integration into your practice's routine.

1 Define Value

You must articulate the benefits of your new services clearly. Think about the specific advantages they offer and how they improve upon current offerings. For example, if you're introducing a new dental whitening procedure, explain how it's faster or more effective than previous methods. Your patients will appreciate understanding why these additions are worth considering, which in turn, can lead to increased uptake and satisfaction.

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Maryam Bibi

Medical Billing Specialist || Claims Processing Expert || SEO Specialist
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Here's how you can ensure clear and consistent messaging when introducing new services to existing patients: Use Simple Language: Explain the new services in easy-to-understand terms. Be Consistent: Ensure all team members share the same information. Provide Written Materials: Give out brochures or handouts with details. Use Multiple Channels: Communicate through emails, texts, and in-person conversations. Invite Questions: Encourage patients to ask questions and provide clear answers. By using simple language, being consistent, providing written materials, using multiple channels, and inviting questions, you can ensure your patients clearly understand the new services.

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2 Train Staff

Your staff are the frontline communicators of your practice. Ensure they are well-versed in the details of the new services, from the technical aspects to the benefits for patients. Regular training sessions can equip them with the necessary knowledge and confidence to answer questions and promote the new offerings effectively. Consistent staff messaging reinforces the value proposition and helps in delivering a unified patient experience.

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3 Update Materials

Revise all patient-facing materials to reflect your new services. This includes brochures, your website, and even the on-hold messages of your phone system. Consistency across all platforms ensures that no matter how a patient learns about the new offerings, they receive the same information. This uniformity helps to solidify the messaging in their minds and reduces confusion.

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4 Personalize Contact

Reach out to patients personally, whether through email, letters, or phone calls. Personalized communication shows that you value their patronage and are thinking about their individual needs. Tailor the message to explain how the new service specifically benefits them based on their history or previous conversations. This approach can significantly enhance patient engagement and interest in what's new.

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5 Feedback Loop

Create channels for patients to provide feedback on your new services. Whether it's through surveys, suggestion boxes, or direct conversations, feedback is a powerful tool to understand patient perceptions and address any concerns promptly. It also demonstrates that you value their opinion and are committed to continuous improvement, which can strengthen patient loyalty.

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6 Monitor Impact

Keep track of how well your new services are being received. This means monitoring appointment bookings, patient inquiries, and feedback. If certain aspects of your messaging aren't resonating, be prepared to adjust your approach. Responsive management shows that you're attentive to patient needs and dedicated to providing the highest quality care.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Robert Tanner

VP of Brand & Culture at Eduro Healthcare
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You also want to ensure you know how the services will be billed/paid for, especially if this is a new offering at your location. As a skilled nursing provider, we rolled out a new "outpatient therapy" program at several of our locations nationwide, and had to spend time educating staff and patients on how this would be covered. When upselling or cross-selling services, most will be eager to try it if there's no additional cost to them. This is also worth considering prior to deciding which services you wish to add to your practice. There may be gaps in the market that you can fill with little additional investment on your end.

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You're introducing new services to existing patients. How can you ensure clear and consistent messaging?

1

2

3

4

5

6

7

1 Define Value

2 Train Staff

3 Update Materials

4 Personalize Contact

5 Feedback Loop

6 Monitor Impact

7 Here’s what else to consider

Practice Management

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You're introducing new services to existing patients. How can you ensure clear and consistent messaging?

1

2

3

4

5

6

7

1 Define Value

2 Train Staff

3 Update Materials

4 Personalize Contact

5 Feedback Loop

6 Monitor Impact

7 Here’s what else to consider

Practice Management

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