Make it Harder for Patients to Leave...

Roger Levin, DDS of The Levin Group reminds practice owners that patient loyalty isn’t what it used to be...Consider a few of his customer service tips.

BE  PROACTIVE

Focus on attracting new patients, enhancing customer service, and conducting patient surveys to gauge patient satisfaction. Your practice health depends on building your patient base and increasing patient retention.

DON'T  TAKE  PATIENTS  FOR  GRANTED
Although some patients will stay...others will move to another practice that offers...Lower Fees, Better Location, Services you don't offer or, didn't tell them about.  Be sure to find out why patients “jump ship”, and correct the issue.

Source:  The Levin Group

HC Consumers Value Expertise...Want Comparison Tool

The latest survey focusing on customer experience and healthcare providers was completed in July by Harris Interactive.  The online poll asked more than 2,300 US adults about their preferences and decision-making process when making doctor’s appointments.  

While a substantial number of respondents expressed satisfaction with their last medical visit, the study revealed that 62% identified a consumer “want” not readily fulfilled - an online estimator of physician costs.  MedCity News reports that in addition to the comparison tools supported by insurance companies, third party companies have started to fill the void.  MD Clarity assists doctors analyze health care service pricing while Castlight Health aids consumers.  >>Read more

Other key offerings desired by study respondents include:  Online medical access, proactive communication from doctors.  >>View Harris findings

How Does Health Care Compare to...?

A recent PriceWaterhouse Coopers report suggests that several service industries are shaping health care consumer expectations. Whether it's better use of technology or customer service strategies, non-health care service sectors (e.g.:  Retail, Banking, Hospitality) have the edge.  Case in point:

Source:  Health Research Institute, PwC