Customer Service in Private Practice

Practice Building Basics: Start by Asking!

Here is a basic and powerful tip: Start asking patients exactly what they want from yourself, your staff, and their patient experience.

Period. This is part of practice building basics!

Although this may seem simple, too many private practitioners never get around to asking patients exactly what it is they are looking for in their practitioner.

There are several different ways you can do this. Number one, you include a survey in your paper newsletter. Provide some place in the newsletter, as well as a collection mechanism, for patients to respond in confidence. If you really want to enhance responses, create a contest or giveaway of some type to encourage responses and patient participation.

Next, the tried-and-true suggestion box with simple 3×5 cards and a lock in your reception room still is a very useful tool. In fact, I still have one in mine!

You can also get much more elaborate. You can set up online question forms and response websites. The data collected is anonymous and always kept confidential.

If you really want to get hardcore, take a very careful look at what your patients are consuming online. Some of this information you can obtain from surveys, and some you can obtain from your website analytics.

Regardless of which method you choose, this is something we recommend that you engage in a regular basis. So how often is enough? We strongly recommend that this be tasked to occur every quarter.

To make this experience valuable, you need to analyze the data.

Once again, there’s an easy way to do this. Simply a software program that completes surveys for you, something like SurveyMonkey, or hire a staff person to create a simple spreadsheet with graphs.

Be sure to look at this data and implement suggestions and direction in your next quarterly marketing planning in your private practice.

Whatever you do, be sure to save this data and compare it from quarter-to-quarter and year-to-year!

You will be glad you did!

I wish you the best along your journeys!

Want to learn more about how to build your private practice?

Then Join my team experts for a free strategy session HERE

Have a great day!


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