Dos and don'ts for practice management: Gauging patient satisfaction

Take the time to win back inactive patients, turn new patients into long-term patients, and "wow" current patients. Practices can accomplish all of these objectives by ramping up every aspect of a positive patient experience.

Conduct patient surveys. The fastest way to ascertain patient satisfaction is through patient surveys. It is no coincidence that offices scoring extremely high in patient satisfaction surveys are often the most successful practices.

Don't ignore dissatisfied patients. When a problem is resolved quickly and properly, the relationship between practices and patients can be maintained and strengthened. Patients need to understand that a practice cares about their problem and that finding an appropriate solution is the priority. Working with patients to create positive outcomes will build trust and, most important, strengthen the patient's relationship with the practice.