Monday, August 16, 2010

3 Reasons You Should be Listening to Patients

If you're not collecting and listening to patient and family feedback, you're missing out on a big opportunity to improve your healthcare business. These are my top three reasons why you should be actively listening to feedback:

1. Patient loyalty - The mere act of listening tells patients and their families that you care. Take that a step further and DO something with the information they give you and you'll have a loyal patient.

2. Growth - Using patient feedback in sales and marketing is a great way to attract new patients. People trust what others say about you more than what YOU say about you. So let your patients do the selling for you. Plus, the feedback you receive tells you what works about your service. Use that information in future sales efforts. If everybody raves about the food you serve, focus on that as something that differentiates you from your competitors. You can even use patient comments to back up your claims.

3. Business process improvement - Any criticisms you receive from patients are nuggets of gold. Patients are actually willing to tell you what you can do better in order to attract more patients. So use that information to improve processes and maybe even reduce cost along the way. Once you've changed something as a result of patient feedback, wouldn't it be a great marketing tactic to tell everyone about it? That says, "We care about our patients so much we change our business based on their feedback!" Priceless.

What it all boils down to is that listening to what patients say about you is good for your bottom line. Repeat patients, new patients and improved profitability. Listen to what people are saying about your healthcare organization online and you'll begin reaping these benefits.

To start listening to what your patients are saying, check out our free patient and visitor survey tool.

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