Professionalism and Patient Satisfaction
If you see a chief complaint that is not appropriate for telemedicine (like chest pain, trauma, etc), you can just chat with the patient and refer them to the ED. Tell them that they will get a refund for the visit. If they do not reply to your chat messages, you can start the visit, but tell them immediately that we will be unable to help them. Please send me an email or message so I can refund them the money. The provider in that case will not get paid, however this should happen very rarely. If you have a full consultation with a patient (at least 5 minutes) and the patient requests something we cannot provide, you will not receive reimbursement for that.
If the patient is unhappy with their care, or after a consultation with us they feel like we were unable to help them, they can request a refund as well (tell them to message the care team), however since you as the provider had the work of counseling the patient, you will get paid for that encounter and QuickMD will cover the cost.
However to avoid unhappy customers, please always be courteous, friendly, empathic etc, see below for more details on ‘Webside Manners”.
Professionalism and ‘Webside Manners’
- for Video consultations ensure a professional background (office, white wall etc) and a quiet environment so that patients will maintain a sense of security and confidentiality
- don’t wear t-shirts without anything on top. Acceptable: White coats with QuickMD logo, or scrubs or dress shirt. If requested we can provide you with a QuickMD coat with embroidered logo:
- Always exhibit your best bedside manners. We are providing health care for consumers who are paying cash to be seen by you for only a few minutes. The average time we spend is 8 minutes (that is almost $10 dollars per minute), so in these few minutes always be attentive, empathetic, listen to patient’s concerns and explain everything well. A patient never in the history of modern medicine complained that a doctor cared or empathized too much, so do your best to feel for the patient, even if it’s “just a cold”.
- Remember: your SOAP note will be downloadable for the patient after the encounter, so, just like in a regular EMR, do not write anything disrespectful, judgmental into the medical records. (There is no confidential portion of the SOAP note yet). Therefore do not write things like “patient histrionic” or “patient likely seeking opioids” into the SOAP note. Therefore remain neutral–the following e.g. is permissible: “patient requesting to get an opioid prescription. Pt informed that as per our website and policies, we are unable to prescribe opioids. Pt counseled on risks of opioid use”.
- Patient satisfaction is the utmost priority. Of course this does not mean compromising on your standards or practice. If patient insists on antibiotics for early sinusitis for example offer alternatives (decongestants, steroids), explain the potential harm of antibiotics but if the patient insists, you may consider a “wait-and-see” prescription (WASP) that leaves it up to the patient whether to fill it and when to start it.
- for every negative feedback or requested refund because of dissatisfaction we will have a sit down and debrief to go over what led to the negative patient experience so we can address any issues early.
- However if a patient is truly unhappy offer them a refund (let the administrative assistant know so the patient can be refunded through the payment processor). This concession alone will appease most of the unsatisfied customers. And remember QuickMD will cover the cost for these refund cases, so if you started a consultation and gave advice you will get paid for the consultation despite a possible refund.
Other expectations to increase patient satisfaction:
- Quickly Google all pharmacies that the patients provide to ensure they are still open. Most of the time, the hours listed on Google maps are the store hours and not the pharmacy hours. Closed pharmacies make for unhappy patients.
- Ask the patient if they will be using insurance to pick up the prescription, and if not tell them that we will be sending the pharmacy an electronic coupon, or send them a goodrx coupon by email and remind them to tell the pharmacy staff to apply it
- If you suspect the medication to be expensive and the patient does not have insurance (e.g. inhaled steroid, ED medication etc) check for them how much the medications are on GoodRx. Walgreens, Rite Aid and CVS are usually the most expensive pharmacies. Vons, Costco, Ralphs, Safeway, Walmart are most of the times cheaper. It takes seconds to look up prices on goodrx.com.