Jane Braithwaite regularly contributes to the Independent Practitioner Today and her latest article talks about the importance of patient reviews and the impact they can have on the success of your private practice.
Most practices will be receiving patient feedback on a regular basis. This can range from the quiet chat with the receptionist or medical secretary, to the hand-delivered box of chocolates or the hopefully infrequent irate phone call or email. But how are you collecting these reviews, measuring your patients’ satisfaction and dealing with complaints?
- establish an open team culture encouraging all feedback to be shared
- encourage patients to share their reviews on your Facebook page, google and other social media accounts
- send patients links to relevant medical websites where reviews are encouraged
- share great reviews on your website (having asked the patient’s permission)
- set up a monthly or quarterly programme of feedback requests from patients
- decide on the best way to collect ad hoc patient feedback from team members
- put in place a detailed complaints process
- communicate your complaints process openly with your patients
- respond to complaints and online negative reviews promptly and professionally
- collate all your feedback regularly from all sources, to inform your improvement plan