You may think you already know how patients feel about your practice and that if they have something on their minds, they'll tell you. But that assumption has been proven wrong in countless businesses, including dental practices. The only real way to find out what patients think is to ask them -- in conversation or with a simple questionnaire.
Ask and survey at the end of every visit. Your front desk coordinator should ask all departing patients how their visit was and make note of specific positive or negative remarks. These comments should be addressed at staff meetings. Also, printed or online one-minute surveys should be completed by patients and reviewed by staff. Both types of feedback are invaluable for improving patient satisfaction.
Don't dismiss what patients tell you. You may be tempted to stick with the status quo despite what patients tell you ... especially if they make what you believe are unfounded complaints. But their perception is what matters, and if you fail to improve it, you risk losing patients (which few practices can afford in the new, more competitive dental economy).
Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email [email protected].
The comments and observations expressed herein do not necessarily reflect the opinions of DrBicuspid.com, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.
