Blog Posts

Launching a Streamlined Patient Feedback Program for Your DSO

March 25, 2024

In today's competitive healthcare landscape, patient experience is no longer a "nice to have," it's a fundamental pillar of success. Studies consistently show the link between positive patient experience and patient loyalty as well as adherence to care plans and more. 

Further, this translates directly to the bottom line. A recent article in the Harvard Business Review found that hospitals can increase their profit a full percentage point for every five points they increase their hospital rating score. Simply put, a better patient experience leads to more profitability. For Dental Service Organizations (DSOs) and midsize dental groups, these numbers paint a clear picture: prioritizing patient feedback is not just good practice, it's good business.

But where do you start? Building a robust patient feedback program can seem daunting. Here's a breakdown of a three-phase approach that can help your DSO gather valuable patient insights and leverage them for continuous improvement.

Phase 1: Keeping it Simple with NPS and Open-Ended Questions

The first step doesn't have to be complex. Start by incorporating a Net Promoter Score (NPS) survey. This industry-standard metric measures patient loyalty with a single, simple question: "On a scale of 0 to 10, how likely are you to recommend our practice to a friend or family member?" Scores of 9-10 are considered "promoters," 7-8 are "passives," and 0-6 are "detractors."

NPS is a powerful tool for gauging overall patient satisfaction, but it doesn't tell the whole story. Pair your NPS survey with a basic open-ended question asking patients to elaborate on why they gave the score they gave. This simple question allows patients to provide valuable qualitative feedback in their own words, offering insights that might not be captured through a multiple-choice format.

Phase 2: Expanding Your Reach With Multi-Question Surveys

Once your initial program is running smoothly, you can expand your feedback gathering by introducing multi-question surveys. These surveys can cover a wider range of topics, from the cleanliness of facilities to the friendliness and competence of staff, the wait times, and the overall explanation of procedures.

The data collected here will paint a more detailed picture of the patient journey at your practice. This can help identify areas for improvement across the board, from streamlining the scheduling process to ensuring clear communication from dental professionals.

Phase 3: Hyper-Personalization for Deeper Insights

The final phase takes things to the next level. This involves creating customized surveys based on a patient's specific experience. Factors like the stage of their care journey, the type of procedures they've undergone, and the providers they've interacted with can all be used to tailor questions for maximum impact.

For example, a patient who just completed a complex oral surgery procedure might receive a feedback survey focusing on post-operative care instructions and pain management. This targeted approach allows you to gather highly specific feedback that can be used to improve the quality of care for future patients with similar needs.

Finding the Right Feedback Partner

Building a robust patient feedback program from scratch can be a significant undertaking. For many DSOs and dental groups, partnering with a dedicated patient feedback solution provider can be the most efficient and effective approach.

Here's what to look for in a patient feedback partner:

  • Industry Expertise: Look for a company with a proven track record of success in the dental and healthcare space.
  • Solution Focus: Choose a partner who offers solutions specifically designed for patient experience feedback.
  • Integration Capabilities: Ensure the solution can seamlessly integrate with your existing practice management system (PMS) or electronic health record (EHR) for a streamlined workflow.
  • Scalability and Ease of Use: Consider how easily the solution can be implemented across your entire network of practices.
  • Dedicated Support: Look for a partner who offers ongoing support and guidance to help you maximize response rates and make the most of your patient feedback data.

Introducing Swell: Your Partner in Patient Experience

At Swell, we understand the power of patient feedback. Our patient experience solution consistently delivers 2-3 times higher response rates compared to traditional methods.

Here's what sets Swell apart:

  • Automated, Text-Based Surveys: Swell simplifies the feedback process by automatically sending HIPAA-compliant text surveys triggered by specific events in your PMS/EHR. This reduces patient burden and increases response rates.
  • Personalized Communication: Swell messages are customized for both individual clinics and patients, creating a sense of legitimacy and fostering higher engagement.
  • Actionable Insights: Swell makes it easy to visualize and analyze feedback data. Powerful dashboards allow decision-makers at all levels to quickly identify trends and areas for improvement.
  • Beyond Patient Feedback: Swell isn't just about gathering patient insights. It can also help you generate positive online reviews and solicit feedback from your employees. This provides a holistic view of the health of your DSO or dental group, allowing you to refine your efforts and ensure a positive experience for everyone involved.

Conclusion: Prioritize Patient Experience with Swell

In today's competitive healthcare environment, a focus on patient experience is no longer a luxury, it's a necessity. By implementing a robust patient feedback program, DSOs and dental groups can gather invaluable insights that can be used to improve patient satisfaction, build loyalty, and ultimately drive long-term success.

Swell is your partner in this journey. Our proven solutions and commitment to patient experience can help you transform your DSO or dental group into a leader in patient satisfaction.

Ready to learn more? Contact Swell today to schedule a free consultation and see how we can help you unlock the power of patient feedback.

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