Many dentists and teams have only a vague notion of how patients truly feel about their practices. Without specific data, patient satisfaction is difficult to gauge. Practices should survey their patients annually to gain a better understanding of how they feel about the office. The data will either validate what you are doing or pinpoint areas where improvements can be made.
Create an environment where feedback is truly welcome. Whether from patients or team members, constructive feedback can help you increase efficiency, profitability, and career satisfaction. But if you react defensively or ignore suggestions for improvement, you'll eventually be cut off from this invaluable resource.
Don't forget to ask "the question" during checkout. When patients return to the reception area, always have your staff ask them, "How was your visit today?" They'll appreciate this question and the opportunity to give feedback. Address any problem immediately and report it to the doctor or office manager.
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].
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