Dos and don'ts for patient satisfaction: Ask for patient feedback

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 proved 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 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 in spite of 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).

Roger P. Levin, DDS, is the chairman and CEO of practice management consulting firm Levin Group. You can connect with Levin Group on Facebook and Twitter (@Levin_Group) to learn more strategies and share ideas. Also, check out Dr. Levin's free practice management videos at www.levingroup.com/gp.

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