In today’s consumer-focused healthcare landscape, mastering the early stages of patient engagement helps build trust, streamline care delivery and drive satisfaction — especially in settings like ASCs, where efficiency and personalized service intersect.
A recent roundtable hosted by CareCredit brought together seasoned clinicians — including Ehsan Sadri, MD, founder and CEO of Visionary Eye Institute (Newport Beach, Calif.); Howard Ong, DDS, partner and owner of Oaxaca, Ong & Jensen DDS (Seal Beach, Calif.); and Nola Aronson, a seasoned audiologist — to share practical strategies for strengthening patient relationships from the very first interaction.
Below are key takeaways from their discussion.
Building a foundation of comfort + connection
The initial impression, whether via phone, online or in person, can significantly shape a patient’s perception of the provider. Across specialties, the clinicians emphasized the importance of cultivating a welcoming atmosphere that reflects the practice’s values and mission.
For example, Ms. Aronson described a sensory-friendly waiting area and patient-focused media as key to reducing anxiety and enhancing understanding. Dr. Ong shared how his team greets patients personally and prioritizes genuine dialogue to foster trust.
Education plays a vital role in this process, as well. Dr. Sadri highlighted the benefits of delivering accessible, informative materials — such as videos or written content — before appointments. These resources empower patients to participate meaningfully in their care, leading to smoother visits and stronger outcomes.
First contact: can be a make-or-break moment
Today, the patient journey often begins online. Dr. Ong noted that many patients discover his practice through digital reviews or social media. Practices are increasingly leveraging automated tools to collect feedback and enhance their online presence.
At the same time, offline community engagement through events, local media or nonprofit involvement remains a powerful approach to building trust — particularly for practices with deep local roots.
Still, the phone call remains a critical human touchpoint. All panelists stressed that how a call is handled (tone, responsiveness, clarity) can be the difference between earning a patient’s confidence or losing it. Regular phone skills training, including scripts, role-playing and even “secret shopper” calls, were cited as best practices for ensuring consistency and warmth in these interactions.
Streamlining the transition from contact to care
Pre-appointment communication helps bridge the gap between initial engagement and the clinical encounter. For Dr. Sadri’s practice, this includes triage conversations, tailored education based on procedure type and multiple touchpoints to reinforce readiness. Ms. Aronson’s team layers in email, text and phone reminders — a process that has dramatically reduced no-show rates.
Dr. Ong shared how his team documents key insights from initial conversations and uses them as a basis for personalized, context-aware care. This attention to detail demonstrates respect and attentiveness — qualities that resonate with patients and contribute to long-term loyalty.
Strategic takeaway for ASC leaders
For healthcare executives, especially those leading ASCs where throughput and personalization must coexist, these insights highlight a clear opportunity: Thoughtful, structured engagement during the earliest steps of the patient journey helps drive satisfaction, reduce inefficiencies and improve clinical preparedness.
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