Black Businesswoman Sitting at Her Desk Working on a Laptop Computer

Doctor And Patient Having Meeting In Hospital Reception Area

Female business executives meeting at a networking event

What areas of Patient Satisfaction should be measured?

Separating yourself from your competition requires you to create a unique customer experience that exceeds their expectations. But how do you do this? To start, its by understanding what they expect and how you’re currently performing against these expectations.

Brooding middle-aged woman using a laptop for remote work at home, studying online, a serious female mature teacher checking tasks on the computer

What areas matter?

Buying Process — get patient feedback on your buying process to identify any possible issues.
Value Proposition — learn how your value proposition is perceived. This can help you identify red flags with patients who believe they are not getting good value for money.
Products/Services — gather metrics on the effectiveness and quality of the products. Ask additional open-ended questions that can provide insight into what the market is demanding.
Strategic Direction — measure the perception your patients have of your position as a healthcare leader and innovator within your community. Use this data to improve your patient experience innovation.
Patient Service and Support — gauge your patient service team to ensure there are no unhappy patients with outstanding issues that may put other areas of your hearing business at risk.
Website — determine if your website is providing a pleasant experience or if additional resources need to be added.

Ignoring the ‘voice of the patient’ is not how world-class hearing practice operate

To keep retention levels high, define a patient feedback process that provides both quantitative and qualitative results. Simple adaptations to your patient follow-up process can enable you to capture valuable feedback by way of simple surveys that the patient can fill out for you to assess and improve your teams performance.

Watch the video on the Patient Survey

Download FREE Patient Survey

*Required information

First Name*

This field is required

Last Name*

This field is required

Email*

This field is required

ZIP/Postal code*

This field is required

Would you like help growing your business with Phonak?

Phone number e.g. 999-999-9999*

This field is required

We never sell any personal information you provide to us. By completing this form, you agree to our Privacy Policy and Terms of Use.

Download

Footnotes

Source: Mitto + DemandMetric – 2021 Benchmark Report: The state of customer engagement in B2C marketing