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Ronald Krefman, OF, FAAO, of focalCenter has developed a set of tools to measure the patient experience in the optometric practice in a standardized way. These tools gauge the patient experience with the OD, the staff, the dispensary and also the vision plan. Dr. Krefman recommends that a practice first identify areas where improvements can be made, understand the actual patient experience—and then initiate change based on those vital measures.
Ron Krefman, OD, FAAO, of focalCenter (www.focalcenter.com), advises that practice performance should be measured over time--and then judged against industry benchmarks to see how you are performing and where you can improve. Ask patients to evaluate your performance on key drivers of loyalty and satisfaction with a 1-5 scale and look at the top-box performance. A Net Promoter Score is a highly useful evaluation tool of patient advocacy. Ask patients to respond on a 1-5 scale to “How likely are you to recommend this practice?” Then look at the top scores and eliminate the bottom responses to judge how many patients are recommenders versus those who may be detractors. For more information contact Ron at firstname.lastname@example.org. Click here to download a PDF on how to derive a Net Promoter Score.
SUNY College of Optometry
New York, NY
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