There is no advertisement that works if you don't have a good secretarial team in your clinic or office.

If you are a doctor or clinic owner, you must already realize how essential your secretariat is for you to be able to keep and attract more patients, but how can you make them more efficient?

MEDICAL BRANDING

PITO team

2/10/20244 min read

In the competitive world of healthcare, winning over new patients and retaining existing ones requires more than flashy ads and elaborate marketing strategies. The basis for success lies in the patient experience, and in this regard, the secretariat plays a fundamental role. Be it just a professional who works with you doing all the administrative work and also attending and making appointments, or a larger team responsible for many of your clinic's day-to-day tasks.

Why is the secretarial team so important?

First impression:

The desk is the entrance to your clinic. Your cordiality, professionalism and efficient communication make the first impression on patients, which can be decisive for loyalty.

Communication efficiency:

She is responsible for scheduling appointments, confirming times, answering questions and resolving problems. Clear, precise and empathetic communication ensures a good relationship with patients and avoids inconvenience.

Image of your clinic or office:

The secretarial team represents your brand, even if you work alone in a personal office. An organized, polite and efficient team contributes to a professional and positive image of the clinic as a whole, and has a LOT to do with how patients feel when they are there.

But then my ads might not be working because of my secretary?

Investing in advertisements and marketing strategies is essential to attract new patients or reaffirm your positioning with those you already have. However, there is no point in making this effort if the patient's experience at the clinic is negative or less than expected (or communicated massively on social networks, websites and other means of communication). An unprepared office staff can frustrate patients, leading them to seek care elsewhere.

Invest in training:

Training your secretarial team is an investment with a guaranteed return. A well-trained team guarantees:

Impeccable service:

Secretaries learn techniques to communicate clearly, efficiently and cordially with patients, both in person and by phone or email.

Organization and productivity:

Secretaries, or their secretarial team, learn to optimize time and tasks, avoiding errors and speeding up service. Furthermore, they are also those most responsible for putting pre and post consultation care techniques into practice on a daily basis, with agility, technology, care, sophistication and unique touches necessary for each clinic or office according to its positioning. of market.

Patient satisfaction:

An efficient and friendly team contributes greatly to patient loyalty and the clinic's good reputation. Even though you are the best doctor in the world, or your professional technical team is the most prepared and well-trained, there is no patient who can tolerate long delays in responding, poorly created messages or service far from the professional.

You know that secretary who takes more than 30 minutes to fill out a patient form or who asks so much about their personal life thinking they are being nice that the patient feels embarrassed? Then. And that.

Trust on PITO:

Your clinic is not just an office, it is a brand. The secretarial team is the front line of this brand, and good service is one of the pillars to support a good office or clinic. Invest in training and make a difference in your patients’ experience.

Contact us for personalized branding consultancy for your clinic. Here we don't just stop at ads and posts, like most of our competitors do. We prepare an in-depth market study that proves why some strategies need to be more prominent according to the profile of your clinic or practice, and we help you grow with BRAND support. This means that we help you create authority and show that you are the reference in your specialization, whatever it may be.

In our plans, we monitor you closely and even talk to and help with the training and direction of your secretarial team, so that you can evolve in the long term in an organized and professional manner, so you focus on serving each patient well and in a personalized way from the beginning to the end.

And if you want to start before even talking to us, so you can arrive with ideas organized here, download our material to show it to your secretariat in this direction. Access the link below and download this free material (in portuguese) or contact us:

Preencha para baixar seu Roteiro de atendimento para secretárias de consultórios e clínicas:

About PITO, who are we?

Experience from all sectors for your clinic

Our agency aims to bring transformations and results with creativity. We get tired of seeing more of the same out there and with more than 10 years of experience and experience in 3 different sectors in brand management and strategy, PITO specializes in analyzing each case to bring the best solution to doctors and clinics who want to have results but without looking like everyone else out there.

How do you want to be different for your patients, and even charge more, if you do the same as everyone else?