May 24, 2017
Laurie Sorrenson, OD, FAAO, says it’s not enough just to meet patient expectations. She and her staff seek to exceed expectations, “wowing” each patient. They track how well they achieve that goal with validated surveys that ask three simple questions.
Deliver the Wow Factor
See How Well You Did
COMMIT TO WOW. Get all doctors and staff on the same page in offering patients an experience that is even better than what they were expecting.
VERBALIZE TO PATIENTS. Let patients know during their office visit that you want to know how you’re doing, and that you’ve exceeded their expectations.
SEND POST-VISIT SURVEYS. Use an automated patient communications system to send surveys to each patient who visits your practice.
KEEP IT SIMPLE. Ask three essential questions: Are you likely to refer a friend or family member? Did anybody or anything in the office create a memorable experience or wow you? Do you have any comments or suggestions on how we can do better?
VALIDATE SURVEY. For a period of six months hire a survey data company to do telephone surveys to see if the responses you are getting by e-mail survey are accurate.
>>Click HERE to check out the 30-second “WOW” video on Dr. Sorrenson’s practice web site.<<