The power of the personal

Tim Morris gives his top tips to improve the patient experience.

The pandemic has brought about many changes to all sectors in 2020, none more so than in the health sector. Dental practices up and down the country have been forced to adapt to the new normal, changing how they book appointments, interact with customers and how they carry out procedures. By using ‘the power of the personal’ practices can emerge successful following lockdown.

The power of the personal means delivering a great, personal and, most importantly, human inbound caller experience. With 53 per cent of service organisations expected to be using chatbots within the next 18 months, it’s clear customer service is going down the AI-orientated route. However, due to the pandemic, it’s never been more important for practices to remain as personal as possible. In a recent survey from CGS, the top customer service scenario that caused consumers to feel the most nervous or anxious was, in fact, healthcare claims and processing. When you factor in increased worry about visiting practices due to Covid-19, it’s apparent practices should aim to deliver the easiest, friendliest and most supportive service possible to help relax clients. So, here are my five top tips on how surgeries can come out of the current situation winning.