We hear the phrase "service" all the time. What does it mean to you in the healthcare profession? Simply walking patients through their healthcare isn't enough.

1. WHAT DOES “SERVICE”
MEAN TO YOU?

2. “SERVICE” IS CONFUSING- EVERYONE
HAS AN OPINION
We hear a lot about patient satisfaction, servicing the patients’ needs,
and being patient centric. But what we are finding out, these terms
mean different things to different people. Without a clear
understanding of what service means, all parties involved can/will be
disappointed.

3. P.A.I.R. HELPS YOU LEVEL
EXPECTATIONS
When we discuss service in our company, we focus on P.A.I.R.,
realizing that the patient and provider need to be coupled in order
to achieve success.
Proactive
Attentive
Interactive
Responsive

4. PROACTIVE
The key to being a star in the service world is to
anticipate what your client is going to need. This
is no different in healthcare. Informing patients
about flu shots is a simple example of this.
You are letting patients know to get vaccinated
well before the season hits. Calling patients
before their appointments to discuss their
ailments, concerns, and medications is a great
way to make their appointment more productive.
Your staff has everything it needs to take a
proactive approach with the patient before they

5. ATTENTIVE
Paying attention to your clients’ needs is
another important skill to establish a culture of
good service. In the health and wellness world,
this includes greeting the patients upon arrival,
seeing them promptly, asking key questions
about their health that will unlock the keys to
getting them back to good health, and
humanizing them throughout.

6. INTERACTIVE
The best companies know that the client
experience needs to be interactive. You need to
take the time to talk with (not at) your patients to
help them understand the ramifications of their
diet, how to improve their health, and the gravity
of their situation.
You also need to provide tools to help them learn
about ways to live healthier, mend faster, ease
loved ones pain- frankly whatever the situation,
there needs to be ways for them to learn about it.

7. RESPONSIVE
Reacting to a situation and turning it into a
positive experience is another key service
feature. In health care, this could be as simple
as returning a phone call promptly to emergency
surgery. The key is that the patient receives a
response.
Too many times, patients wait by the phone for
days to get results of labs, MRIs, etc. only to be
told in confusing clinical terms that their issue is.
Call promptly within an established timeframe in
layman’s terms to help the patient understand.

8. EXECUTE P.A.I.R IN YOUR WAITING
ROOMS
Halo Health uses the P.A.I.R. method in its HDTV
based waiting room patient education systems. We
work with you to provide customized, ad-free health
and wellness information that helps spur your
conversation with your patient by introducing topics
on pertinent diseases states.
We allow you to provide personalized messages to
welcome patients to your office and give them
information on wait times, insurance and other
paperwork, and more. The information is always
presented to help the patient approach you for help.
The segments are never intended to diagnose or
treat- that is your job. And we can change the
content on demand, so we change as your practice

9. INVEST IN YOUR
ORGANIZATION’S
HEALTH BY
EDUCATING,
ENGAGING AND
EMPOWERING YOUR
PATIENTS, CONTACT
HALO HEALTH TODAY!
JIM@HALOHEALS.COM
, @HALOHEALTHINTL,
OR (856) 520-8655.