Clients Already Satisfied

The Myth

Some think that if their clients are not complaining, then their needs are already addressed.

There is no strong impetus to change their methods and to consider adopting person-centered care methods.

The Reality

Providing high quality care goes beyond avoiding complaints. Person-centered care is about addressing your client's needs to the greatest extent possible.

This approach can increase client satisfaction and overall loyalty in any hearing care practice.

Not Just Avoiding Complaints

Producing the best service and running a profitable private clinic requires more than simply reducing complaints. Person-centered care means providing comprehensive care that is integrated with your clients' needs. If you want satisfied clients, the fact of the matter is that a majority of them prefer a person-centered approach.
“Just because the client is not complaining doesn’t mean that we are completely meeting their needs. You have to realize that with many just don’t know what to expect.”
“In a rapidly growing business, we know that customer satisfaction and customer service are top priorities. Organizations which fail to achieve these risk losing customers to their competitors. Person-centered care helps us deliver high levels of customer service.”

Did you know?

Clients tend to prefer a person-centered approach to consultations over a more traditional biomedical approach.  (Swenson, Zettler, Lo, 2006; Krupat et al. 2000; Brody et al. 1989

Increase Client Satisfaction

Person-centered care has shown to increase client satisfaction. If you are not using a person-centered approach already, it can only improve your practice. A person-centered approach means addressing all of your client’s needs to produce the highest levels of satisfaction. A satisfied client is not only loyal and will return to your clinic in the future, but can increase the size of your practice through word-of-mouth referrals.
“We get comments from clients about how they appreciate the way that the audiologist spent time with them to figure out a particular problem.” 
“I want to ensure that the clients always get the best possible care and ensure that they always come back to us. I want to make certain that they always leave here happy and are likely to recommend friends and family to us. The number of client-recommended referrals is very gratifying.”

Long-Term Benefits

Focusing on what your client needs is good for both clinical and financial outcomes. Person-centered care and the Ida tools can improve the long term success of you practice.
“Our shift in becoming completely person-centered has reduced “fine tuning” appointments significantly, and client satisfaction is much higher. Furthermore, return rates are significantly reduced since adoption of the Ida tools by the whole team.”

Did you know?

Person-centered care is associated with positive long-term clinical outcomes. (Fremont et al. 2001)
“Last year I earned a lot of money and I think it is because the people feel very comfortable. Last year people started coming in on recommendations from doctors and other clients. I think my practice is doing well because I am person-centered.”
“You will get better outcomes in the majority of clients, if you focus on what they need, what is important to them.”

Did you know?

Person-centered care in medicine has shown a reduction of malpractice, complaints and improvements in physician satisfaction, consultation time, client's emotional state, and medication adherence. (Stewart et al. 2003; Stewart et al. 2000)