Parkway Dentalcare Case Study - Working Feedback

Challenges

  • A busy practice means that collecting quality patient feedback can be difficult. Although Parkway was capturing monthly FFT data, the information was too basic to be used for anything else.
  • The Parkway website and social media platforms needed more frequent content such as patient reviews which they weren’t able to share until the Working Feedback service.
  • Solution

  • When Parkway started using the Working Feedback service, the feedback process became more streamlined overnight.
  • The system now sends their feedback requests through both email and text messaging, then receives the responses, moderates the reviews and then ensures that the reviews get published through multiple platforms including Most Recommended Dentist, the Parkway Website, Facebook, NHS Choices and Google.
  • In addition, Working Feedback collates all the information and produces monthly management reports, statements and Certificates for Reception areas.
  • Parkway Dentalcare is one of the leading NHS dental practices in Havant, Hampshire providing patients with general/family, restorative, cosmetic and emergency dentistry on the NHS and privately.

    Within three months, Parkway Dentalcare went from just capturing FFT data to completely automating their whole patient feedback process through their Software of Excellence EXACT system. Now, reviews are collected seamlessly, managed by a third party and play an important role in practice management, Google, social media and NHS Choices.

  • All feedback requests now fully automated through their Software of Excellence system
  • A significant increase of 70% in FFT responses and quality reviews
  • Quickly transformed a 3 star rating to 5 star on NHS Choices
  • “I was first introduced to Working Feedback at a Practice Plan event; as soon as I heard that their service implemented and managed the whole patient feedback process I needed to find out more. I’m so glad that we did!

    The Working Feedback team has been a pleasure to deal with. Our practice requirements have been met and exceeded; they even adapted some of their processes to fit with our requirements. Implementation was so easy and non-technical, so it all just happens for us which for the monthly cost is a complete no-brainer!”

    – Practice Manager


     

    The Results

  • Introducing the Working Feedback service and linking it through Software of Excellence has saved over 20 hours per month for the Parkway team. With very little effort, the entire patient feedback process is handled.
  • Their website is now automatically updated with reviews as is their NHS Choices listing and their Google presence is also benefiting from patient reviews.

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