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Hello from Ventura, California
We are a very small healthcare facility, and are steadily growing past our first year in business. We have not advertised so all new patients are direct referrals from other healthcare providers and patients. How do I find out what is generating the referrals without "digging in the dirt and exposing the seeds"?
Replies to This Discussion
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Permalink Reply by Ken Kurosawa on -
How about a quick 5-10 question survey asking your clients?
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Permalink Reply by Kimberly Smith on
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Thanks Ken,
I have considered it seriously and at first it seems to be the simplest solution. But when thinking about the implementation, it can get complicated.
What is the best method? Paper, telephone, in person, or email? As we are a very personable office (and are known for such), the in person is best. Except for the fact that we see most of our patients, at most, every six weeks.
Please keep in mind that I, and not a software, is the CRM. From informal inquiries, I have heard that "we truly care about our patients" to "Dr. Smith is a miracle worker". Hmmm...one claim is way overused and the other, well, that's not something we know what to do with. :-)
Do you have any suggestions for questions to ask on the survey?
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Permalink Reply by Tom on -
I guess you want to know what they want from a surgery so you can give your customers what they want. And then last two questions: where did they hear from you and if by referral, who from exactly. And if you're reluctant to ask questions, why not attach a competition to it where they can win a hamper with healthy produce or something. Could even be on a monthly basis.
Just my 2c ;-)
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Permalink Reply by Kimberly Smith on
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Thanks Tom,
Now that at I think about it, the answers are in the patient intake form - "what would be different in their life if they were in perfect health", and "how they heard about us". So obviously they are happy with their results. I just want to know what they are saying about us - what stands out in their mind as to what makes us unique. If there is a main thread of thought, we could leverage that when we begin our marketing. Unless of course the buzz has to do with - referrals only or business that relies on patients not marketing, etc. :-)
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Permalink Reply by Tom on
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There could be some interesting material for you on www.womma.org
They have publications on how to measure your word of mouth.
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