Customer Service – Patient Feedback
- 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.
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.
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
Display results in the practice
What Our Members Say
Danielle Walters, Coakley Opticians
Anthony McIvor, Keyes Eyecare
Annica Clark, Clark Family Eyecare
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.
Faisal Bashir, Ellis Bass Optometrists
Alison Price, Respectacle Company
Faye McDearmid, Campbell & McDearmid Optometrists
Andy Molsom, Molsom & Associates
Richard Waring, Eaton Eyeland
Julian Hotchkiss, Benjamin Opticians
Danielle Walters, Coakley Opticians
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."
Bob Thomas Carter, Thomas Carter Opticians
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!
Gerry O’Hear, Mearns Opticians
Karen Haase, Yorkshire Eyewear
Mohamed Kasmani, Feltham Eyecare
Michael Offord, Michael Offord Optometrists
Sue Edwards, Martin Smith Opticians
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.”
Clark Family Eyecare
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.
Clark Family Eyecare
Cheryl Clark, Clark Family Eyecare
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.