The Patient Experience: What Goes on Outside the Exam Room Can Have a Big Impact on Your Practice

Nobody can dispute that quality outcomes and clinical interaction are important in gaining high patient satisfaction scores, but here is something for you to consider as part of your marketing strategy. Research has indicated that as much as 65% of patient satisfaction is based on non-clinical issues (like ambience, communications, expectations, image, and customer service). And here is the important part: a dissatisfied patient will likely tell 20 friends, without being prompted, about his “bad experience.” A satisfied patient usually will only tell a few friends, and then only if asked.