Patient Service Management in the Clinic: From Chaos to a System
Category: Marketing and Management
Instructor(s): Aleksey Nikiforov
Course structure: Lessons: 2 lessons | Duration: 59 min
Course overview
The most expensive delusion in medical business is to think that revenue decline is treated solely by increasing the advertising budget. Most often clinics lose money within their own service when an expensively acquired patient is unnoticedly "lost" at one of the internal stages. This course is a practical guide to auditing and restructuring the clinic's internal processes. You will learn to look at the business through the eyes of an owner-systems specialist, master 3 powerful quality control tools and implement checklists that actually work. You will shift from the "who is to blame?" paradigm to effective process management, learn to precisely eliminate weak points and return lost profit without additional investments in marketing.
What you will learn
- Audit the patient journey to identify specific stages where patients are lost and revenue drains.
- Apply a step-by-step algorithm to pinpoint leak points and eliminate repeat process failures.
- Conduct telephone, mystery-patient, and video audits using effective checklists and evaluation criteria.
- Implement a focused, sequential managerial plan to correct one stage and measure resulting improvements.
Course lessons
Lesson 1. Leak points of profit: how to detect hidden drops in the patient journey
We will start with a harsh but necessary audit: we will remove the rose-colored glasses and analyze 3 main management questions that will show exactly where your money is getting stuck. You will learn why the root of the problem is often not in advertising but in the patient journey (CJM), and study a step-by-step algorithm for finding the step at which the clinic loses people. We will analyze a fundamental leadership mistake and understand why instead of searching for those to blame among staff you need to change the process itself that allowed the mistake to repeat. At the end of the lesson we will lay the foundation for systematic quality control and review rules for developing effective checklists.
— 3 main management questions to precisely understand how and where the clinic is losing money
— Why the problem is often not in advertising but in the patient journey: at which stages are we losing people?
— Leak points: where in medical business profit is most often lost
— Step-by-step algorithm: how to determine the specific step at which the clinic loses a patient
— Common leadership mistake: why instead of looking for the guilty you should ask “why did the process allow this mistake to repeat?”
— Quality control: how to properly develop and implement checklists
— Systematic control over all stages of the patient journey.
Lesson 2. Audit and control tools: from the "Hidden Patient" to AI and implementing changes
The second lesson is entirely devoted to the practical application of control instruments and working on mistakes. We will examine in detail three main methods of clinic inspection: audit of telephone calls, the "Mystery Patient" methodology with a real example, and video audit of communication standards. You will receive a visual example of a working checklist and a clear managerial scheme: what the manager should do step-by-step after conducting an inspection. At the end of the lesson we will discuss a focus strategy: why it is vitally important to consistently correct one stage instead of trying to tackle everything at once, and we will consolidate the material with a detailed analysis of a real case from problem identification to financial result.
— Instrument №1. Listening to and auditing telephone calls
— Instrument №2. "Mystery Patient" – practical analysis of the method on a real example
— Instrument №3. Video audit and analysis of communication standards in the clinic
— Key tasks of an effective checklist
— Practical example: checklist for inspection using the "Mystery Patient" method
— Working on mistakes: step-by-step action plan after conducting an inspection
— Simple and clear managerial scheme for implementing changes
— Focus strategy: the importance of sequentially correcting one stage vs attempting to address everything at once
— Detailed case analysis: from identifying the problem and finding a solution to the final business result.
