Patient-Customer Service:
The Key to Keeping and Attracting Patients
Keeping patients and attracting new ones. These challenges face many physicians, along with the question: How will we promote patient loyalty?

Retaining existing patients and enticing new ones often comes down to the quality of customer service that patients receive-but this can be a complicated issue. Knowing the importance of patient-customer service to your organization, we would like to offer you some possible insight into this puzzle and its challenges. Enclosed you'll find a Patient-Customer Service Questionnaire designed to help you assess your office's customer service needs. Please take a moment to read it and to consider these figures from a recent study:

  • Only 4% of dissatisfied customers ever complain. Therefore, for every reported complaint there are 24 more you don't know about.
  • An estimated 65-90% of non-reporting dissatisfied customers never revisit an organization they feel wronged them.
  • Only 9% of non-complainers with a gripe will come again, but if the problem is quickly resolved, 82% will return to the organization.
  • It costs 10 times as much to get a new customer as it does to fix an existing one's problem.
  • At least 65% of those who switch do so because of too little attention from the organization or because of poor quality customer service.
  • About 91% of all dissatisfied customers don't return and 96% won't tell you why, even if you pay them.

James Shirley Management Consultants provides innovative solutions to the challenges faced by Oklahoma's healthcare professionals. Our experienced and dedicated consultants work together with you to improve office productivity and create the best possible patient-customer service. Please contact us today at (918) 743-5200 to make a difference in your organization's patient-customer service.