Practice Managers Network Seminar #2, 9 May 2018
Practice Leadership Workshop. How customer-centric are you? A guide to accessing your practice's service maturity.
Overview: This workshop is targeted at practice managers who want tips and tools for achieving growth through customer service excellence. Participants will leave with practical insights into achieving a sustained change in their workplace.
Key topics covered:
The focus will be on providing practice managers with insights into the key areas that need to be evaluated to impact their practice's customer service proficiency.
- Patient service vs patient experience: understanding the difference between a smile and a great experience
- Patient voice: feedback mechanisms, how to implement, how to use feedback, satisfaction measures
- Empathy: your patients are people to: reconnecting with your patients as customers, understanding individual needs, 'mindfulness'
- Cross-functional collaboration: everyone has a role to play, working together to build a better experience, process improvement to add value
- Patient data: knowing your patient, how many come and go
- Resources: no time?, no deal - the importance of one -on-one time with staff, the value of workshops, off-line time, time management
- Something new, something scary: key factors to winning with change
Presented by Ms Annabel Shinkfield, BMgmt,(Mktg), MBA, GAICD Principal Consultant: The Customer Collective 
This presentation is for members of the Practice Managers Network however ADASA dentist members are welcome to attend. If you are a practice manager and would like to be part of the network please contact Sally Queale.
No cost to attend. Refreshments will be provided.
Queries contact Sally Queale on 08 8272 8111 or email [email protected]