Patient Experience Assesment
When a patient messages you on WhatsApp after hours, when do they usually get a reply?
Next morning or later
Within a few hours
Within minutes, automatically
If a call to your clinic goes unanswered, what happens?
Nothing, unless someone remembers
We call back once we notice
They get a message right away, automatically
How do patients currently book an appointment?
Only by calling
Calling or messaging staff directly
They can book a slot themselves, anytime
Do patients get a reminder before their appointment?
No
Sometimes, if someone remembers
Yes, automatically, every time
Do you follow up with patients after a visit (aftercare, next-visit reminder)
Rarely
Only for some patients
Yes, for every patient, systematically
How do you currently get Google reviews?
We don't really ask
We ask sometimes, in person
We ask automatically after every visit
On a typical day, roughly how many patient enquiries would you guess go unanswered or delayed?
6 or more
3–5
0–2
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