The Power of Word-of-Mouth among Patients: Case in Point
Posted on 6/9/2016 by Angela Spinks
We received an unusual request the other day.
A man called our office to ask if we wouldn’t mind contacting his dentist for him. His problem: Although he was already receiving appointment reminders via email, he wanted to be able to book his appointments online too. My wife just goes online to arrange hers,” he explained, and she loves it. It’s so convenient!”
On the surface, the answer seemed simple: Do whatever your wife did to sign up. But we suspected the situation might be a tad more complex. With further probing, we found out that the man and his wife actually go to different dental offices. We then discovered that both dentists run ABELDent, and both use portal.
But where the wife’s dentist appeared to be making use of the full gamut of portal capabilities, including patient booking, we wondered if the other may have only implemented the email reminder function.
The caller hoped that we might have the influence to convince his dentist to start using the online booking feature. We were happy to at least pass along his feedback with a phone call to the dentist. We know how easy it is to put things off ”“ any change can take a bit of time and effort. So a gentle reminder of the benefits can often help (that’s what usually works for me!).
Sometimes, though, a quick call to our customer can reveal that an office is not even aware of the full potential of their portal. It can be a perfect opportunity to get them up to speed with current capabilities and primed for upcoming features like e-statements and patient feedback surveys.
In this case, it was great to learn that the man’s dentist had already booked the training and would be implementing the new function within days. The patient was pleased to hear the news!
For me, this drives home the fact that patients are becoming more and more aware of evolving technology and communication options. It shows that they are willing to go out of their way for the convenience it can bring. And that, at the end of the day… people talk.
I welcome your feedback. I can be reached at any time at 1-800-267-ABEL (2235) or simply complete the form below and I’ll respond as soon as possible.
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