https://www.youtube.com/watch?v=bMAdvjuh28o

Carrie Webber:

Welcome to The Jameson Files. I'm your host, Carrie Webber. And thank you for joining us once again for another episode, thanks to our Jameson files community for continuing to follow along with us. However, you listen to podcasts, whether that's iTunes, Spotify, Google play, or if you're following, following along with us on YouTube or on our Facebook page. Thanks so much if you're with us live today on the Jameson Facebook page, happy St. Patrick's day. And thank you for being with us during this busy time of the year. Today. I'm thrilled to have with me, my friend, my teammate, and an amazing student and teacher of the subject we're talking about today, Amy Logan Parrish. So thank you for being with us.

Amy Logan Parrish:

Thanks for having me. It's my lucky day on St. Patrick's day to be here.

Fanatical Passion for Customer Service Excellence

Carrie Webber:

For those of you that may not know Amy, Amy is our chief development officer here at Jameson. She helps us lead our team in striving for excellence in the work that we do. and she also speaks on the subject that we're going to be talking about today, which is customer service. This is a subject that both Amy and I are a little fanatically passionate about—not only for our own business, but in helping dental businesses, dental teams across the country learn how to improve their customer service, to see the value in pursuing excellence in customer service and the impact that it can have on their patients’ experiences with them and the practice’s health and success overall. 

What do your patients really want?

So the subject today is what your patients want. Customer service must for your practice. Now, Amy, I have lots of questions for you. and I think I know what most of your answers will be, but I'm looking forward to being pleasantly surprised in some of those questions. 

But first I thought we could start on what the patients want. There are some studies that we had discovered about patients' perceptions and expectations in the medical realm in general. I think it's safe to say a lot has come to the forefront in terms of customer service and care and has adapted through the past year, but a lot of the reasons why that’s getting such a positive response from patients remains the same over history. Meeting expectations, if not exceeding expectations has an impact on your practice or on your business. 

So let's start with a few of the research organizations that we have found surveys and results from. Deloitte is one that does a lot of research in the medical realm about patients' experiences, and the impact that has on the organizations that the physicians work for. They did a study on the value of the patient experience, and what they found was that hospitals that were receiving high ratings for patient  experience had higher profitability. Overall, they were earning disproportionately more than those organizations with lower ratings, and they also found that a highly-engaged staff boosted those overall experiences, which really supports what we at Jameson teach. Each and every member of your team can make or break your patients' experience. So we're not just making that up. That is founded in what they are discovering and conversations with patients with the consumer of what they want and need from their care. 

Now, in addition, in a separate research study by Deloitte, they were asking questions about what patients were looking for in their experience with physicians. And the results came back that they again were looking for customer service-oriented care. They wanted high touch. They wanted that engagement with their doctors, with their team members. They wanted high quality. And not just in the care itself. In the tools and the technology in the facility, they wanted and were seeking out high quality. And they wanted highly interactive,