Most practice owners believe their patients receive excellent service. But how do you know? A friendly receptionist and a smiling patient don’t necessarily tell the whole story.
The secret is to measure service, not just assume it’s good.
Start by looking at a few simple indicators. How quickly are incoming calls answered? How many new patient inquiries turn into appointments? How long do patients wait beyond their scheduled appointment times? How many patients cancel and never rebook?
And here’s another important measurement: How many patients recommend your practice to friends and family?
Consider asking patients one simple question: “What’s one thing we could do to make your experience with us even better?”
Review the answers and your service statistics with your team regularly. Let staff suggest improvements and take ownership of the results. This encourages staff to take pride in the quality of service the team delivers.
Excellent service isn’t just about being nice. It’s about consistently delivering an experience patients appreciate, remember and recommend.
