Customer service dental practice presentation file
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Dental practice now needs to consider customer service as an integral part of its offering. Presentation to University of Adelaide Dental School Post Graduate Continuing Education Conference
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Customer service dental practice presentation file
- 1. UNE Partnerships Pty Ltd - The Education and Training Company of the University of New England Customer Service- does it have a place in dental practice Why do they come and Will they keep coming? Mark Stallwood Academic Director UNE Partnerships Practice Management Program
- 2. How do patients judge your practice? Professions approach Clinical excellence Profitability Staff turnover Patient approach Image Pain Friendly caring staff
- 3. What is customer service? • Customer’s perception of service you provide • Positive first impression • Reflects image of the business
- 4. Factors That Make Up Customer Service Reliability Responsiveness Competence Access Courtesy Communication Credibility Security Understanding Tangibles Focus Quality
- 5. Patient Needs Common needs • skilled and competent service from clinical staff • a caring and empathetic approach by all staff • confidentiality of information • a focus on the dental needs of the patient • access to the professional staff of their choice at a convenient time and place.
- 6. Patient Needs Specific needs • Vary between groups • Vary between individuals
- 7. Customer Service and Patient Satisfaction • Timeliness • Accuracy • Appropriateness • Communication
- 8. Setting a Service standard Minimum standard to keep patients coming to the practice • All staff need clear guidelines as to how to treat patients • Must be at least 1% better than what will keep patients happy
- 9. What Determines Our Service Standard?
- 10. Customer Service Training Programs • Induction programs • Ongoing Training • Difficult Patients
- 11. Training Programs Induction programs • Why you think customer service is important • Role of staff in delivering high quality service • Impact of good customer service • Presentation of behavioural expectations such as the ‘house rules’ that define what you expect.
- 12. Training Programs Ongoing Training • Core skills for reception area • Email training • Team building • Problem solving • Service management training
- 13. Training Programs Difficult Patients • Practitioner factors • Patient factors • Situational factors How to deal with them?
- 14. Patient Loyalty Over rated by many businesses Convenience is main driver Points in the bank concept
- 15. Misconceptions about loyalty • Satisfied patients are loyal • Costs too much to get loyal patients • Best to focus on the bottom of the scale and improve their loyalty
- 16. How do you judge loyalty? Need some form of quantifiable Many schemes over the years Simplest is Net Promoter Score
- 17. Net Promoter Score How likely are they to refer a friend or colleague to this practice? • Score 1 – 10 • Problem 1-6 • Work on 7-8 • Advocates 9-10
- 18. In Summary • High levels of patient satisfaction drive profits in practice • Need to understand patient needs to deliver high levels of satisfaction • Highly satisfied patients become loyal • Loyal patients generate more referrals and have a higher spend.
- 19. Mark Stallwood B.V.Sc., MBA., Dip Pract Management. MAVBA. AFAIM. MAAPM. MAICD. MAITD Academic Director UNE Partnerships