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Having consulted and trained doctors and their staff in over 4000 practices over the last quarter of a century, Silkin Management Group has found that doctors often make the mistake of making the following assumption:

“A patient/client came in for their initial visit, therefore they will continue to come back regularly.”

While this may be true for some patients/clients, it can also be a costly and unfortunate assumption. At Silkin Management Group we teach our clients that, from the time the new patient/client walks through their front door, it is completely up to the doctor and staff whether or not they continue to frequent the practice.  A great deal of this depends on the quality of the communication with the person.  In fact, whether a person even decides to come to your practice in the first place can be a matter of preliminary communication received by them in the form of a promotional piece or letter.

The manner in which a person is treated, communicated with and serviced on that first visit will most certainly establish their initial impression.  Your task, then, is to continue to create a lasting relationship with that person.

Along those lines, Silkin Management Group clients learn that they must assume the position of full responsibility for all communications with their patients/clients. As an example, letters sent out immediately to the people who have come in for their first visit will afford you the opportunity to further educate and instruct your patients/clients. Sending such a letter can instill in them a feeling of importance and value as well as a sense of confidence in the doctor and practice.

Letters in general are an ideal method of cultivating the relationship between you and your patients/clients.  Sending letters should be on ongoing process in any practice.  At Silkin Management Group we recommend a number of types of letters that can be used, including:

• Welcome to the Practice
• Thank-you for a Referral
• Educational Letters
• Newsletters with Current Practice Information
• Financial Information Letters
• Personal Letters of Congratulations (weddings, job promotions, etc.)
• Sympathy Letters
• Re-activation Letters
• Happy Birthday Cards or Letters
• Appointment Reminder Cards or Letters

Silkin Management Group has a variety of example letters that we provide to our clients to help them create these letters. Feel free to contact us if you would like any help in this area.

When you keep a regular flow of communication going with your patients/clients, they will remember you, appreciate you and be much more likely to continue to use you as well as refer new patients to you.  Remember, though, that it is the job of the practice owner to insure that his/her practice initiates and continues to stay in communication with their patients. There is always somewhere else they can go unless you establish and continue to create a relationship with them.  Letters are a very effective means of doing so.

If you would like more information about Silkin Management Group and its consulting and training services, please contact us at: info@Silkinmanagementgroup.com