In a 3,000-person survey, 81 percent reported being unsatisfied with their healthcare experience. Another source says 65 percent of consumers have cut ties with a brand over a single poor customer service experience. The patient experience is a vital piece of an O&P practice’s reputation and its profitability, but it begins before they’re even patients. How can an O&P practice make the best first impression on potential patients—from their initial research and their very first phone call? What can The O&P EDGE’s latest survey results tell us about that?
The report that established the level of patient dissatisfaction among 3,000 people was conducted in 2016 by Prophet and GE Healthcare Camden Group.1
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