Working Feedback: more patients, more lifetime value

getting more out of patient feedback

Working Feedback explains how it helped practice group Remarkable Smiles expand its patient base and get more out of their feedback.

Remarkable Smiles has two practices in Derby and Alvaston. When patients were not taking the time to leave reviews, the business needed a solution to make feedback more accessible. It needed greater insight into customer experiences. Enter Working Feedback.

Working Feedback has helped Remarkable Smiles:

  • Save money on marketing activities that had previously fallen short
  • Increase patient numbers and opened up new revenue opportunities
  • Achieve buy-in from staff to take reviews seriously for customer care
  • Capture over 3,500 ‘excellent’ reviews directly with Working Feedback.

The story

Remarkable Smiles owner, Amit Koshal, strongly believes in ‘breaking down the barrier between dentist and patient’. Reviews can be a great way to do that – but aren’t always the priority for practices looking to thrive in a competitive industry.

Attention often turns to marketing – like search engine optimisation (SEO) or pay per click (PPC) advertising – as a key method of winning new patients and earning more revenue. Trouble is, they don’t always provide a solid return on investment. For Remarkable Smiles, regular patient reviews became the more sustainable approach to lead generation – and they needed Working Feedback to make it happen.

The struggle

Amit wasn’t happy with Remarkable Smiles’ existing approach to feedback – but it was functional. Combining the NHS ‘Friends and Family’ test with a manual review process yielded some results, but nowhere near what could be possible with the help of a professional software.

Without regular reviews, money was being spent on marketing as a means of winning new patients. The practices were pumping hundreds of pounds each month into SEO and PPC, with little results. Campaigns were making a loss – so Amit identified patient feedback as a meaningful growth opportunity. Optimise that process with the right partner, and sales should follow.

The strategy

By implementing Working Feedback’s solution, Remarkable Smiles was able to massively reduce barriers to patients leaving reviews. Rather than a disjointed feedback process (people previously submitted comments by text, email and even at reception by hand) they could contact patients with a single link.

It was fast, easy and convenient for both sides. And there were upsell opportunities, too! The software gave Remarkable Smiles the option to easily contact patients with other services they might be interested in. From Invisalign to Botox, the practice knew what each patient needed and could serve them in the most lucrative way possible.

The solution: feedback

For dentists, word of mouth is a powerful tool – and reviews play a huge part. Remarkable Smiles has collected more than 3,500 reviews with Working Feedback and, by linking with Google Reviews, has massively strengthened their brand image. Internally, practice staff are also upping their game.

The full integration with Dentally (their practice management software) has just made the whole process so easy and is possible within a few clicks. Review requests are then automated, and the management information generated is powerful. For instance, being able to see feedback by clinician or by location.

Motivated by positive reviews and spurred on by constructive feedback, Amit’s team can instantly view patient comments and reply with a single click. From a financial perspective, up to 5% of Remarkable Smiles’ client base now comes through Working Feedback and its upsell functionality. Now that’s what we call a return on investment!

Amit said: ‘As a busy practitioner with spinning plates, it is seldom that I get to recommend a service that improves our business, gives patients a voice and motivates staff – with no hassle! I’d encourage any dental practice to use Working Feedback as a means of generating new patients and delivering a superior service to existing ones.’

See Working Feedback in action – arrange a free demo for a time and day that suits you.

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