{"id":8322,"date":"2022-02-09T20:20:05","date_gmt":"2022-02-10T03:20:05","guid":{"rendered":"https:\/\/www.planetdds.com\/blog\/what-tool-provides-feedback-on-the-customers-patient-experience\/"},"modified":"2022-02-09T20:20:05","modified_gmt":"2022-02-10T03:20:05","slug":"what-tool-provides-feedback-on-the-customers-patient-experience","status":"publish","type":"post","link":"https:\/\/www.planetdds.com\/blog\/what-tool-provides-feedback-on-the-customers-patient-experience\/","title":{"rendered":"What Tool Provides Feedback On The Customer\u2019s Patient Experience?"},"content":{"rendered":"

By Dr. Greg Grillo<\/h4>\n

The average dental practice sees about 100 patients each week, and larger clinics serve more. We impact many lives, and patients enjoy the confidence of their smiles and the satisfaction of easily chewing again. When we think of our patients\u2019 stories, our daily work takes on more meaning.\u00a0But sometimes, we\u2019re so busy running a practice that we miss weak spots in our delivery of care. Shortcomings are unintentional, but we can\u2019t improve patient satisfaction if we don\u2019t know they exist.\u00a0\u00a0Recently, a patient called to discuss a concern based something our office communicated on her statement. It made perfect sense from her perspective, and I thanked her for helping us move our service to the next level. In return, she thanked me for listening, and we quickly turned a potentially negative situation into a positive patient experience that would help refine our future communications. Unfortunately, few patients use constructive avenues to help us improve our patient centered care.<\/p>\n

The Impact Of Negative Patient Experiences<\/h4>\n

The patient journey involves many touchpoints and opportunities to shine or drop the ball. And the stakes continue to rise.\u00a0Surveys\u00a0<\/a><\/span>have found that younger people express more dissatisfaction with traditional healthcare than older patients. As consumers continue to value convenience, the demands on our practices won\u2019t diminish.\u00a0Only\u00a010% of patients\u00a0<\/a><\/span>leave \u201csomewhat negative\u201d reviews for healthcare providers, but those few can influence other prospective patients.<\/p>\n

Measuring the ripple effect may be difficult, but research suggests that one negative review can\u00a0drive away 22%\u00a0<\/a><\/span>of prospects.\u00a0Whether it\u2019s 2% or 22%, it\u2019s too many.\u00a0So, we treat hundreds of patients every month, and we try to provide the best experience. But we don\u2019t see and hear everything, and disgruntled patients may simply leave without saying anything. Ten more could slip out the back and never come back for each one who speaks up. And they tell their friends and take their family members somewhere else.<\/p>\n

Discover The Net Promoter Score To Improve Patient Experience<\/h4>\n

In 2003, Bain & Company introduced the Net Promoter Score (NPS), a simple way for businesses to measure and analyze customer loyalty. Today, savvy brands in every industry monitor their NPS.\u00a0We dental practices should, too.\u00a0A Net Promoter Score takes the pulse of practice health by asking one simple question:\u00a0Would your current patients refer a friend?\u00a0With an NPS calculation, you don\u2019t need complex, lengthy surveys to gauge your practice health. Based on their answer, patients are organized into one of three categories: Promoters, Neutrals, and Detractors.<\/p>\n