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Customer Service – Patient Feedback

 
Undertaking patient surveys not only lets your patients know they are being listened to, they improve practice performance and communication. Over the past 20 years, patient satisfaction surveys have gained increasing attention as meaningful and essential sources of information for identifying gaps and developing an effective action plan for quality improvement in healthcare organisations.

  • Open a dialogue with the patients – let them know you are listening
  • Identify and quickly correct issues with the patient process
  •  Recognize new opportunities to be more effective and efficient
  • Promote informed decision-making by gaining statistically reliable data
  • Patient relationship building earns word of mouth referrals
  • Higher reimbursement from payers – see a positive ROI

The first step is to find out what patients and service users think by asking about their experiences. Examining feedback will give a direct insight into what is working well – and not so well – in the way your organisation delivers service. You will discover examples of good practice where lessons can be learnt, and, areas of concern where improvements can be made.

Patient satisfaction surveys are the best method of gathering feedback when you want to know the views of a large number of people. They allow you to study patterns and trends and to see how common certain experiences are. They show if a problem is occurring more or less frequently over time. By surveying consistently and systematically these large surveys build up a detailed picture of patients’ experiences. Regularly repeating the same type of survey enables changes over time to be monitored and performance compared.

Now offered as part of your membership package, our FREE online patient surveys give you the tools and information you need to address any problems, improve communication and highlight areas of good performance.

Over the last few years, we have developed a standard questionnaire asking key questions about the patient experience. As part of your membership package, you will now be entitled to FREE access to your own online survey scheme.

What Now?

 
Register with us TODAY and we will set up your practice patient survey.

You will shortly receive a link to the questionnaire which you can distribute to patients via email follow-ups, or printed on a compliments slip/thank you for attending card.

Start distributing the link on your communication/interaction with patients.

3 months from when you start the scheme, you will be sent a report, detailing the responses and collating all information for you, ready for you to action. You will receive a report on a quarterly basis thereafter.

Hold a staff meeting to go through the report and feedback information, highlighting any training needs.

Put together an action plan following the results.

Promote the survey as much as possible on an ongoing basis.

 

 

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Top Tips

Use social media to remind people of the survey link

Hand out something tangible to patients after an eye exam with the link to the
survey written on.

Consider offering an incentive for completing the survey eg. Entry into a prize
draw every quarter

Include in reminder emails/email communication to patients

Use ongoing results as part of a team building/motivation session

Implement action plans based on results and reports

Use the results as part of your PR plan

Share results on your social media pages, newsletters, press releases and any
patient communication.

Display results in the practice

Patient Survey Registration Form

Name:
Email:
Phone:
Job title:
Practice name:
Practice Address (postcode):

 
 

What Our Members Say

 

Sue Edwards, Martin Smith Opticians

"It was absolutely amazing news to be shortlisted as a finalist in the SightCare Awards and we are so happy and delighted! SightCare represents the very best of independent practices, and is such an integral part of our everyday world now. To be a Finalist really does mean a lot."

 
2019-10-10T12:48:27+00:00
"It was absolutely amazing news to be shortlisted as a finalist in the SightCare Awards and we are so happy and delighted! SightCare represents the very best of independent practices, and is such an integral part of our everyday world now. To be a Finalist really does mean a lot."  

Mohamed Kasmani, Feltham Eyecare

An amazing conference and we have already initiated changes in practice!

 
2018-09-27T10:01:56+00:00
An amazing conference and we have already initiated changes in practice!  

Richard Waring, Eaton Eyeland

"One of the things about working for a national chain is the fact that in complicated things like applying for an NHS contract, the head office do much of the work for you. Having help from people like yourself is fantastic."

 

 
2019-10-10T12:49:48+00:00
"One of the things about working for a national chain is the fact that in complicated things like applying for an NHS contract, the head office do much of the work for you. Having help from people like yourself is fantastic."    

Karen Haase, Yorkshire Eyewear

SightCareGroup has given us so much inspiration, not just clinical advice from working with other Opticians but how we can make a difference to our patients

 
2018-09-27T10:05:28+00:00
SightCareGroup has given us so much inspiration, not just clinical advice from working with other Opticians but how we can make a difference to our patients  

Alison Price, Respectacle Company

"I’ve just joined SightCare and have taken out insurance through their service – it saved me £1000 and is like for like cover from my previous insurance company – well worth getting a quote - its covered my membership already!"
2019-01-24T13:06:28+00:00
"I’ve just joined SightCare and have taken out insurance through their service – it saved me £1000 and is like for like cover from my previous insurance company – well worth getting a quote - its covered my membership already!"

John Davidson, Querido & Davidson


SightCare provides me with an overarching support network to help me develop my business. The components are numerous, including Evolution programme which helped me achieve a 10% growth this year, and the email forum which I find invaluable as a sounding board. On top of all that, the annual fee for membership is swallowed up by moving PDQ transactions to the preferential PDQ rates offered to SightCare members, giving access to all these resources with no major outlay. Excellent value! No brainer!
2017-01-11T00:00:00+00:00
Sigh Care provides me with an overarching support network to help me develop my business.

Gerry O’Hear, Mearns Opticians

"Since joining SightCare, I have found the email forum invaluable. It is a fantastic platform to discuss all things Optometric within the Independent sector, whether it is a simple question to your colleagues regarding pricing, to more in-depth discussion surrounding Tax and VAT.  I would highly recommend SightCare to any independent practitioner who wishes to engage with like-minded independent practitioners, and a passion to improve their services within our industry."
2017-01-11T00:00:00+00:00
I would highly recommend Sight Care to any independent practitioner ...

Davina Dosanjh, Richard Petrie Optometrist

"When I took over from the previous owner who had been a SightCare member it was easy to see why he had thought it so important. Having support with peers and another organisation which is there as a point of contact to support you is invaluable. I really value the SPECS Buying Group which makes products more affordable and saves a lot of time on administration. We always find SightCare events really useful – particularly to attend as a team where we can reflect on ideas back at the practice in team meetings."
2017-01-12T00:00:00+00:00
We always find Sight Care events really useful ...

Faye McDearmid, Campbell & McDearmid Optometrists

We have saved our membership fee twice over with SightCare's fair price service ( card services, practice insurance and phone lines.) We would never not be a member of SightCare. The support we get from a business point of view through the conference, meetings, email forum, training seminars –  it all gives us lots of ideas to take back to the practice and discuss with the team."
2017-01-12T00:00:00+00:00
We would never not be a member of Sight Care.

Danielle Walters, Coakley Opticians

“I have only joined SightCare in the last few months after years of dithering. I must say I have had nothing but fabulous service and experience. We have used your utility services and already saved lots. I am about to sign up to the buying group and SightCare Premium too. I think SightCare is a marvellous company and a life saver for business owners like me. I will recommend you to anyone I meet!”

 

 
2019-10-16T12:28:11+00:00
“I have only joined SightCare in the last few months after years of dithering. I must say I have had nothing but fabulous service and experience. We have used your utility services and already saved lots. I am about to sign up to the buying group and SightCare Premium too. I think SightCare is a marvellous company and a life saver for business owners like me. I will recommend you to anyone I meet!”    

Graeme Shield, Ferrier & MacKinnon Optometrists


"What a fantastic resource the knowledge hub is. I've used the PR/Social Media calendar as our template which is great, because it gives basically a checklist of things for me to do - which is much easier."


 
2018-03-06T11:54:12+00:00
We would never not be a member of Sight Care.

Bob Thomas Carter, Thomas Carter Opticians

"SightCare are amazing at supporting independent practices 👌"

 
2018-07-31T10:13:52+00:00
"SightCare are amazing at supporting independent practices 👌"  

Michael Offord, Michael Offord Optometrists

"Congratulations to SightCare on putting together another excellent regional meeting last night. Something for all the team. So get them all there. Just deciding where to start!!"
2017-01-12T00:00:00+00:00
Something for all the team.

Cheryl Clark, Clark Family Eyecare

I would like to recommend SightCare Insurance, a benefit of the group which John has set up for us. I have recently had a quote from my current insurer, which made me gasp at the cost, so I sent my details to SightCare for a quote – I’m pleased I did. For a few minutes of my time I managed to save over £500 slashing my insurance costs by more than half.

I am also in the process of obtaining quotes for telecoms and electricity. My landline and broadband will save me £800 a year ( less Beaconplus fees), but that still gives me a £400 saving. I can’t believe how simple it was to obtain a favourable deal for my telephone and broadband services. Beaconplus were excellent, friendly and professional and obtained a deal far better than I could have achieved.

SightCare has some great benefits, and I would urge everyone to use them, even if they only get a quote.
2018-04-17T10:22:13+00:00
I would like to recommend SightCare Insurance, a benefit of the group which John has set up for us. I have recently had a quote from my current insurer, which made me gasp at the cost, so I sent my details to SightCare for a quote – I’m pleased I did. For a few minutes of my time I managed to save over £500 slashing my insurance costs by more than half. I am also in the process of obtaining quotes for telecoms and electricity. My landline and broadband will save me £800 a year ( less Beaconplus fees), but that still gives me a £400 saving. I can’t believe how simple it was to obtain a favourable deal for my telephone and broadband services. Beaconplus were excellent, friendly and professional and obtained a deal far better than I could have achieved. SightCare has some great benefits, and I would urge everyone to use them, even if they only get a quote.

Faisal Bashir, Ellis Bass Optometrists

" We joined the SightCare DPO service and by return we had a template Compliance Report and full set of Compliant Procedures and Polices. It was a fairly easy step (with help of SightCare’s DPO) to apply these to our business. In the unfortunate event of a data breach,  I have a comprehensive folder full of the relevant documentation, ready to present, if the need arises.  I now sleep soundly or at least I’ve no worries as far as GDPR compliance is concerned".

 
2019-10-10T12:46:43+00:00
" We joined the SightCare DPO service and by return we had a template Compliance Report and full set of Compliant Procedures and Polices. It was a fairly easy step (with help of SightCare’s DPO) to apply these to our business. In the unfortunate event of a data breach,  I have a comprehensive folder full of the relevant documentation, ready to present, if the need arises.  I now sleep soundly or at least I’ve no worries as far as GDPR compliance is concerned".  

Clark Family Eyecare

Back at the end of 2017 we had a letter arrive from an audiology company asking if we would be interested in their services, a service I’d never really thought about offering our current pxs and the surrounding community. Long story short after speaking to John he put us in touch with a group very much like SightCare but full of audiologists rather than Opticians! After speaking with a member of the HearCare team we were introduced to a local independent Audiology company who had the same values as Cheryl and I have for our practice. Our clinics started in May, provisionally as a 4 weekly thing and so far, after sending out a letter to all our over 60 cx we are now booked up until July. That’s after we increased the amount of clinics, which is now 1 day (a day we haven’t got our own clinic) every 2 WEEKS.

We work on a commission basis rather than renting the room, our staff 100% back the venture, by mentioning it to our cx and the occasional Facebook post. We have had posters and window decals made by the company and are still inundated with calls asking us to book hearing tests-the majority of who don’t want to step foot in chain stores or who have been to places like these and wish they never bothered.

Independent hearing care + independent optical care (especially if you have the space) =winner.

Annica Clark
Clark Family Eyecare


2018-06-07T12:57:34+00:00
We absolutely love our newsletter

Simpson Optometrists

"We absolutely LOVE our newsletter, so professional and a great way to advertise our practice. We also appreciate a good quality print:)"
2018-01-17T10:19:24+00:00
We absolutely love our newsletter

Andy Molsom, Molsom & Associates

"Thank you firstly for a great SightCare conference, it has been a while since I have been and must agree that the venue and location were great. SightCare is a great organisation and is invaluable to my business. Keep up the great work.”

 
2018-09-27T10:00:26+00:00
"Thank you firstly for a great SightCare conference, it has been a while since I have been and must agree that the venue and location were great. SightCare is a great organisation and is invaluable to my business. Keep up the great work.”  

Julian Hotchkiss, Benjamin Opticians

"What a fantastic conference - well done to everyone involved. The talks were captivating and very informative, the guest speakers outstanding and great to catch up with old friends and make new ones too. We were very humbled to win an award too, which was an unexpected honour, give the quality of the entrants. "

 
2019-10-10T12:22:53+00:00
"What a fantastic conference - well done to everyone involved. The talks were captivating and very informative, the guest speakers outstanding and great to catch up with old friends and make new ones too. We were very humbled to win an award too, which was an unexpected honour, give the quality of the entrants. "  

Jean Kelly, Eglinton Eyecare

“The conference is one of the main reasons to be a SightCare member... It's a fantastic social event, team-building event, an opportunity to get the whole team motivated excited about their roles, their practice and their importance within the team, to get everyone on the same wavelength and working together towards a common goal, an opportunity for personal and professional growth...and it's fun! I have always found it to be a very worthwhile investment.”


 
2019-10-10T12:43:55+00:00
“The conference is one of the main reasons to be a SightCare member... It's a fantastic social event, team-building event, an opportunity to get the whole team motivated excited about their roles, their practice and their importance within the team, to get everyone on the same wavelength and working together towards a common goal, an opportunity for personal and professional growth...and it's fun! I have always found it to be a very worthwhile investment.”  

Anthony McIvor, Keyes Eyecare

"We joined SightCare’s DPO service and was a bit concerned about workload and value but nevertheless took the plunge.  A few month’s in now and we are confidently compliant. We have also received an immediate response to every query we’ve raised.  If you looking for an external DPO (as recommended) you won’t do better than the looking at the SightCare Service."

 
2019-10-10T12:45:18+00:00
"We joined SightCare’s DPO service and was a bit concerned about workload and value but nevertheless took the plunge.  A few month’s in now and we are confidently compliant. We have also received an immediate response to every query we’ve raised.  If you looking for an external DPO (as recommended) you won’t do better than the looking at the SightCare Service."  

Nina Newsom, Newsom & Davies


We remind ourselves every year what good value the newsletter represents when we come to pay our annual SightCare fee. Another  supplier of marketing material has quoted us for a similar product £595 for 2000 and £895 for 4000. We usually pay  £260 to have an additional 2000 each year from SightCare so we could be paying over £600 more.
2017-01-12T00:00:00+00:00
We remind ourselves every year what good value the newsletter represents ...