Published on June 6, 2018
By: Trude Henderson, MA
The term patient experience can best be defined as “everything encompassing what a doctor and his/her staff says and does, what a patient says and does, the nature of the office environment and the policies and procedures, both formal and informal, that govern a practice.”
Practices can use patient feedback to monitor patient reactions to their experience to ensure that high care and treatment standards are maintained and, if necessary, improved. Patients, especially those with introverted personalities, are understandably reluctant to provide in-person feedback. A good real-time survey platform is one that encourages an open but non-confrontational dialogue with patients, not once or twice a year, as some suggest, but all year round, thus assisting a practice to proceed on its continuous improvement journey.
Real-time data can be invaluable to practices for several reasons:
Read our other articles regarding High Reliability Concepts below:
Ten Steps You Can Take Right Away to Improve the Reliability of Your Dental Practice
High Reliability Concepts: Insights of Value to any organization.
Trude Henderson is the co-founder of ToothFairy, a startup elective dental and medical practice improvement software company which delivers an unparalleled customer experience that inspires delight, loyalty and positive emotional connections to improve the lives of patients and the practices they visit. In 2016, she was the first to introduce High-Reliability Organizational Concepts to the dental industry. For questions, contact her directly at Trude@GetToothFairy.com. Follow Trude on LinkedIn: https://www.linkedin.com/in/trudehenderson/ (no email required).
Go to ToothFairy's website: www.ToothFairySoftware.com.
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