Uploaded byMark Stallwood
Customer service dental practice presentation file
The document discusses the importance of customer service in dental practices, emphasizing that patient satisfaction significantly impacts profitability and loyalty. It outlines factors affecting customer service, including staff competence, empathy, confidentiality, and effective communication. Additionally, it suggests training programs for staff to improve service standards and highlights the role of patient loyalty and referral metrics, such as the net promoter score.
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Customer service dental practice presentation file
- 1. UNE Partnerships PtyLtd - 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 patientsjudge your practice? Professions approach Clinical excellence Profitability Staff turnover Patient approach Image Pain Friendly caring staff
- 3. What is customerservice? • Customer’s perception of service you provide • Positive first impression • Reflects image of the business
- 4. Factors That MakeUp 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 andPatient Satisfaction • Timeliness • Accuracy • Appropriateness • Communication
- 8. Setting a Servicestandard 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 OurService 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 ratedby 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 youjudge loyalty? Need some form of quantifiable Many schemes over the years Simplest is Net Promoter Score
- 17. Net Promoter Score Howlikely 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 • Highlevels 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