Background and Challenge
A US-based dental chain wanted to undertake a patient satisfaction measurement exercise in its clinics across 16 regional offices while evaluating patients’ experience across three stages – pre-visit experience, registration experience, and experience with the dentist.
Our Solution
Phronesis’ approach included:
- measuring experience across the 3 stages using a set of approximately 20-25 attributes in total
- data collection from a sample size of more than 1,000 patients (data was collected by the clinics) across regions
- computing an overall Patient Stickiness Index as a composite of the intention to revisit, willingness to recommend, and preference for the clinic over other clinics
- conducting a separate analysis of results for each region for the dental firm basis the transactional loyalty and average scores on “most preferred clinic” as rated by the patients
Results
A PowerPoint dashboard with the most important composite metrics was created and presented in detail.
The Importance-Satisfaction matrix was used to identify important areas of improvement and to understand the more important attributes from the patient’s standpoint.
