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