Imagine if your doctor deliberately started scheduling appointments to be 5 minutes longer. Imagine if they actively facilitated email contact with you. Imagine if they were available for after-hours appointments without an emergency needing to have happened. Too good to be true?
This is exactly the approach being taken by a San Francisco doctor – Larry Shore. He is thinking of his patients as customers and he wants to make them happy. “Who are your customers? What do they want? Try to meet those needs” is his approach. This article provides more detail.
Of course there are extra costs incurred with this approach. But Shore aims to recoup the cost by getting his patients’ insurance companies to pay him more. He hopes they’ll do this as healthier patients will make less insurance claims.
Now you might think that his model isn’t feasible in other countries where people pay for doctor visits directly and/or where the government pays. But there is still something very refreshing about his outlook – one many businesses could benefit from adopting! He’s interested in his bottom line. But he also wants what’s best for his customers. And he’s trying to put together a system that works for all stakeholders.
Do you know who your customers are? Do you know what they want? Are you meeting those needs? If you can answer “Yes” to those 3 questions then well done! If not, then SurveyGuru can help you. Get in touch and we’ll take it from there!
