Healthcare Marketing
First things first you should know what are all things that are outside your practice the outside of practice or how a reception should look like not physical there are millions and billions of people who can design the best reception in the world but patients will not be happy with it so you should know what is an ideal reception should be period.
As a doctor you have learnt what is a human body and how to heal it but you have never learnt what is human resources what is marketing what is the hospital administration what is branding how to recruit people how to train people how to supervise them the staff under you what is finance how to manage finance management how to manage finances you do not know how tricky tricky stuff behave in 25 years of our existence in the market and in designing systems in hospitals we are found out that there are many bad systems in the hospitals that make the staff sick sick many times staff told us many bad things that are taking place in the hospital that makes them not interested in their work there is a Dare what is staff told me look you asked us to work hundred percent no I am not going to work hundred percent I am only going to work 25% that’s it and she started saying so many anticipation and the staff and staff anty staff things going on in the hospital and many of them we have a great so a doctor director should know what role his weaknesses are in managing the hospital as long as the staff do not give and to you do not support you you will not take off
Practical where pragmatically we observed one thing a patient is with the doctor only full 2 to 3 minutes or five minutes max but when when he comes from the time he comes at 10 AM and by the time he leaves by evening with all the tests and the reporting back to the doctor again he or she is in the hands of the staff when was the last time you have send email to the CEO of airlines that you are not happy with the way they have dealt with your baggage no we just switch airlines I don’t have time to send complaint to the CEO of the airlines you do when your daughter a Sun misses you don’t do that much beyond solve the patient switch so that staff switch your hospital to your competitor in the coming days just because you do not know how to manage them or you do not know the ideal system ideal systems to keep the staff brooding over your hospital performing to the optimal levels this is the first very very important thing for your practice to take off they have to behave they have to have the same vision same mission what you have for this you have to do the next step
- building culture:
for every every every top high profit Kaun Hai profit-making company has got its own culture every securement sink sink unit beat loss-making be it a loss-making hospital or loss-making factory or a shop or an office has got its own culture culture means the way we work here when you enter a certain company say profitable company the way they receive the customer will be totally different from the way he secured it air loss-making unit receives their customers loss-making companies loss-making hospitals a customer or a patient is treated as scum as a rubbish no respect no no one receives patients are made to sit and sit and wait and they are tortured virtually tortured in the waiting rooms and at the end they leave your practice for good so you have to build a culture and culture of ownership and continuous improvement in the way you work in a sick unit what you did like especially government government bureaucratic organisations you can find a way they worked 50 years ago is the same they work today but in a highly profit-making company highly profit-making hospitals like Mayo Clinic the way they work today is totally different the way they worked yesterday is so much improvement Dev Dev improves their performances by seconds not by minutes they calculate by seconds so this you have to design your own culture culture means the United environment that is built up and shown to a visitor who is visiting the facility the moment and patient comes the moment the customer and to Shree Hari culture oriented companies he or she is made 80s and they are treated with respect and as regards the timing and there is there in my regards as regards ther the quality in the in the way we see the patient so to improve the culture you have to know how to build a culture::::::
Next important thing after building the culture which is the most important thing the moment you design professional culture everything is everything takes place no more staff will talk rough tough with the patients no more they will be told how to do how to behave in the patients how do they just take care of the patient they just receive them they will see that they are being looked after that they will see that they are healed perfectly they will call them up they will they will be after them till they’re very happy in the book written by Francis Peabody the healing of the patient he talks about how a patient should be healed from within and when the healing of the patient will only come from the environment you have inside the hospital not the way you talk not the way your staff talks no unfortunately many doctors have forgotten it and many doctors have gone through lot of stress in their practises just because your culture is very bad many hours takes place in clothes that includes medical and Sentinel errors we can find hospitals being ransacked hospital said given very very bad Google reviews very hospitals are abandoned forever by the staff and by the patients and eventually they cross there are times Dr said when police stations in jails there are times there are times doctors directors staff have gone to police stations of jails just because their culture their environment everything is bad next important thing is your practice one has to take
off is:
selection of staff
You know this 25 years of our consultancy in designing and training dr training designing systems and training doctors we found doctors in West penis penis Dr Sean West invest invest peanuts in selection and selecting staff when you throw peanuts what you get is monkeys when we watch horror around many hospitals we found that they don’t recruit specially in India in South India we found out that they only recruit people were known to them or were they relatives or who belonged to their own caste and creed and then these non-people known people destroy them this is just exactly opposite for a multinational huge company in big companies there is no such thing recruiting non-people they go through white process straight process through paper through giving advertisement in the papers and recruiting through a stringent recruiting process there are many many things that are involved in selecting staff to recruit monkeys the whole hospital will look like monkey house And you know how a place will be when there are many monkeys headed by a big monkey. Actually this is a disease among many Block2 directors directors proprietary people proprietary doctors proprietary doctors they will not change they think outside satish outsiders are thieves know just because you do not know how to recruit or you do not know you do not want to spend money on recruitment process you go for shortcuts and when you go for shortcuts things will be bad in the end
Next important thing for your practice to take office training