TriState Gastroenterology took a proactive approach to ensure they were doing everything they could to provide their patients with a wonderful experience.
We developed a marketing plan to understand the “current state” of patients’ experience by assessing the practice’s online presence as well as the physicians’ online reputation. Next, we developed a custom patient experience survey. We then developed an integrated “in-office” patient engagement program designed to encourage patient feedback while improving their experience during their office visit and conducted staff communications training. Lastly, we analyzed the survey, shared what was working well, and offered recommendations for improvement.