Two patients can receive the exact same experience, but have different satisfaction levels because they had different expectations. Patient experience and patient satisfaction are often used interchangeably, however, they are not the same thing. So, what is the difference?
Returning money to patients may be a new trend, one that’s simply a twist on the common business practice of providing a “money-back guarantee.” For years, this approach has been used in the retail and service industries, and there are some indications it’s taking root in healthcare. What should ODs do? Should Optometrist Agree to Refund Patient Fees?
Competition is fiercer than ever with so many more options available for Eyecare. Just having good services and products at a reasonable price is no longer enough. Patient experience is the new battleground and emotion should be your weapon of choice. Eliminating the emotional gaps in your patient experience will strengthen your arsenal and position you to win and in the battle.