You only have one chance to make a first impression. Make it count. When patients interact with your practice, you want every communication to be positive and help to foster long-term relationships. While a good experience is often not shared, a negative one is shared with anyone who will listen. So at the end of the day, do you truly know what is being said about your practice?
Before you hit the ground running and begin asking for dental reviews to blanket every site with how wonderful your practice is, be sure to survey your patients first. A general questionnaire asking for feedback will go a long way toward finding areas that need improvement. The survey will identify areas that patients perceive require your attention. You then have the opportunity to make adjustments before an unhappy patient harpoons your word of mouth or posts negative reviews online. Unfavorable interactions can make or break your brand, so its important to keep an eye out for situations that could lead to negative experiences for your patients. Be sure to gather patient feedback by handing out postage paid survey cards after the visit as well as sending at least two emails with a link to online surveys. PracticeMojo can automate this entire process so that survey or review requests get sent out after a patient's appointment.. Take all patient feedback seriously.
In the last year, 50% of PracticeMojo customers requested their patients complete a one-question survey: “On a scale of 1 to 10, how likely are you to recommend us?” The average response rate for the dental offices was approximately 20%. The Net Promoter Benchmark for the PracticeMojo dental offices was an astounding 88.4. According to Net Promoter, the most efficient companies’ growth engines operate at NPS efficiency ratings of 50–80%. (netpromoter.com)
• 60% of respondents provided their names and the rest requested anonymity
• Approximately 80% provided positive feedback (gave the practice an 8 or greater)
“I look forward to going to the dentist here, which is something I thought I’d never say.”
“Everyone is caring, friendly and compassionate.”
“We always receive the best care.”
• Of those who rated the practice a 6 or lower, about half of them listed specifics on what the practice could do to improve
“I always feel like you’re trying to sell me something.”
“Too much staff turnover.”
“Tell us about the procedure being done before, not after.”
“Hygienist too rough.”
The Last Thing you Want is for People to Associate Your Brand With bad Experiences
After gathering information, begin to quickly address areas of concern. Thank patients for identifying areas in which your practice can improve. Follow up alone can change patient’s perception. Once you feel the office has addressed the top complaints, begin asking patients to complete reviews of your practice on Google, Yelp and RateaDentist. Continue to ask for feedback periodically. You want patients to know that you are committed to ongoing improvement and that ultimately, creating a positive patient experience is of utmost importance to you.