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SBGM

Knowledge to Transform Your Medical Practice

SP Complains Publicly About the Practice

By Thomas Patton MD

empty waiting room

SP has been a patient in the practice for several years and comes once a year for refills; he rarely calls. Recently, SP’s appointment had to be canceled, and as a result, he has run out of refills. SP’s work schedule is such that he usually schedules his appointments for Friday afternoon. He called the Friday afternoon after the canceled appointment for refills and heard a message that the clinic was closed. SP was confused and checked the website, which listed the clinic hours as Monday through Friday from 7:30 AM to 4:30 PM. Unfortunately, the practice voted 3 months ago to close at noon on Fridays but did not update the website to reflect this. Without his medications, SP struggled with symptoms over the weekend. SP has an occasional column in the local newspaper and decided to air his frustrations about this experience in his next column.

Diagnosis: 

Failure to update the website

Recommendations:

  • Update your website immediately after any clinic change.
  • Have a periodic time scheduled to review all the content on the website.
  • Ensure the website works for you and your patients rather than becoming a source of frustration.
  • Review What Do Physicians Need to Know About Website Development

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Filed Under: Administrating Excellence, Building the Office, Case Studies, Checklist, Editors Pick, Latest Articles Tagged With: Administering Excellence, Building the Practice, Practice Manager

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