If increasing patient satisfaction while also bringing in new patients is your goal, you should be placing more importance on customer feedback.
Nothing is better for knowing how to market your medical practice than getting it straight from your patients’ mouths. Below are the three main questions you should be asking them.
How did you hear about us?
One of the most common and important bits of information that’s gathered from patient feedback surveys is learning how they heard about you. This lets you know which marketing channels you are currently using work and which don’t. It also allows you to shuffle your marketing dollars into sources that deliver more bang for your buck.
What are we doing right?
Most feedback forms focus on asking patients about areas that need improvement. Don’t forget to also ask them what they like about their experience at your office. Let your patients tell you what you’re doing right and need to continue doing. Without this information, you could make unnecessary changes to services offered or intake processes that would result in unhappy patients.
What are we doing wrong?
Equally as important as the positive feedback is the negative feedback. It should not upset you, but rather negative reviews should excite you! If your practice is customer-focused, as it should be, you will want to know if there’s something that could be hurting your business.
Sure, negative feedback can be a hard pill to swallow, but how can you make things better if you don’t know what needs to change?
You would welcome someone letting you know you have spinach in your teeth so that you can have the chance to fix it, right? Well, the negative feedback will not only give you the chance to look better to your patients, it also increases the chance that those happier patients will tell others about your office, increasing your new patients and your revenue.
Just be sure you know how to handle negative reviews appropriately.