Whether from patients or team members, constructive feedback can help you increase efficiency, profitability, and career satisfaction. But if you react defensively or ignore suggestions for improvement, you'll eventually be cut off from this invaluable resource.
Manage your practice's online reputation. Google your practice. You might be surprised by what you find. Correct any misinformation and address any negative feedback in a responsible manner. The internet is how most patients find out about your practice. If you discover negative comments or wrong information, respond appropriately and quickly.
Don't forget to ask patients about their visit. When a patient returns from the clinical area, always ask "How was your visit today?" Patients are usually pleased to hear this question and to have the opportunity to give feedback. If patients mention anything less than a positive experience, the front desk coordinator should be trained to remedy the situation and create greater patient satisfaction. Any complaints should be shared with the dentist or office manager.
Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email email@example.com.
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