Today’s consumers have more access to information, a wider array of options, and higher expectations for exceptional experiences—and your patients are no exception. When it comes to hearing healthcare, patients today have multiple options for treating their hearing loss which makes differentiating your practice crucial.
I’ve been in the hearing healthcare industry for over 20 years, and I’ve never met a provider who has said that they provide a terrible patient experience. Yet, I’m sure you can think of at least 1 patient you’ve acquired because they had a negative experience somewhere else. In fact, findings from a 2018 focus group showed 9 out of 12 patients had a negative experience with their hearing healthcare provider. While their individual experiences varied, they fell clearly into two categories:
- Their provider took a ‘one-size-fits-all’ approach. They felt that their provider did not take the time to get to know them or understand their unique hearing challenges and that the recommendation was not customized to their needs.
- Their provider recommended expensive premium technology. They felt that the level of patient care and the patient experience attached to that care did not justify spending the recommended amount of money. They felt that they could get the same level of care for less money elsewhere.
So, how do you provide an exceptional patient experience?
Show your patients that you care by:
- Putting the patient front and center with every interaction
- Showing you’re listening and earning their trust
- Recognizing their unique needs and point of view about their hearing loss
- Understanding how it impacts them and their loved ones
- Making the right recommendation to meet their hearing healthcare needs
Our mySuccess Patient Focused Sales Training is tailored to hearing care professionals and designed to enhance what providers already do so well by sharing a process that will get more patients to accept treatment for their hearing loss. Providers will review establishing trust, demonstrating need through motivational interviewing and creating value in their recommendations to patients.
The training is a self-paced program through Unitron myLearning which is available to Sapphire & Diamond level members. We provide 45-day access to five eLearning modules and a participant guide for an unlimited number of registered participants from your practice.
For additional information about Patient Focused Sales Training, visit the mySuccess Dashboard “Marketing and Business Services” tab. Select Employee Development and add Patient Focused Sales Training to your shopping cart for a free, no obligation consultation.
Senior Practice Services Manager at Sonova
Laurie Daley is a Senior Practice Services Manager at Sonova. Prior to joining in 2012, Laurie practiced as a clinical audiologist in central Massachusetts.As part of the outside sales team, she has shared her passion for helping patients on their journey to better hearing with her customers and the team she led as Region Director.In her current role, Laurie continues to work with hearing healthcare providers to deliver an exceptional patient experience, and to thrive & grow in an ever-evolving industry.
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