How Cheam Village Dental Studios built an exceptional team of practice employees through targeted customer feedback
Cheam Village Dental Studios is a family-run dental practice providing general, cosmetic and emergency dental care. In a world where outstanding customer service can be the difference between surviving and thriving as a practice, Working Feedback gave them the best opportunity to deliver the best patient experience.
- Connected a review software platform with Dentally to run automatically
- Automatically collected close to 200 reviews across multiple platforms
- Used feedback to motivate employees and optimise internal processes
The Story
Cheam Village Dental Studios started in 2018 as a small practice operating just two days per week. The Principal Dentist had a clear vision to expand the practice, grow patient numbers and open five days per week. Question was, how could this be achieved on-time and on-budget?
Delivering outstanding care with reliable staff was the key. If the practice could differentiate itself with great service, it would give itself the best possible chance of success. Thing is, excellent patient experience is nothing without exposure. Cheam Village Dental Studios needed a way to spread the message about just how good it really was. Enter Working Feedback…
The Struggle
Dentally was Cheam Village Dental Studios’ Practice Management Software system – but the practice had struggled to find a review software platform that connected with it smoothly. Like many practices, the way to collect feedback was manual – asking patients to leave a comment in reception or scan a QR code to provide comments online.
This had two core issues – a lack of integration with Dentally, meaning information became difficult to track, and a reliance on patients leaving feedback of their own accord when they got home, meaning many reviews never came through at all. The practice couldn’t evaluate its performance as a result.
The Strategy
With superior customer experience and brand exposure as core objectives, Working Feedback would first focus on making the review process more intuitive – integrating with Dentally so patients automatically received a review request after their appointment. Once this was done, the review would be moderated and then posted instantly to the practice website.
Reviews would be ‘open’, meaning patients could give a star rating and general comments on their experience. This could be easily fed back to practice staff, either as validation for a job well done or as constructive comments on areas to improve. In both cases, it would deliver valuable information to the practice on performance.
The Solution
Since using Working Feedback, Cheam Village Dental Studios has regained control of its feedback process – using the integration with Dentally and detailed review requests to capture relevant feedback on practice performance. Feedback doesn’t interfere with anything and there’s no manual input. It just happens!
The practice has been able to develop its staff and optimise its service to the point where it’s now open five days per week with a significant number of recurring clients (and over 200 5-star reviews!) It has successfully secured its USP (Unique Selling Point) of delivering exceptional customer care – using detail from feedback to allow the team to consistently deliver their best work.
Cheam Village Dental Studios saw these results with Working Feedback…
…and you can, too!
Delivered
validation to team members based on positive feedback and improved patient experience based on constructive feedback
Optimised
their review processes by connecting Working Feedback with Dentally to remove all manual elements of patient follow-up
Increased
exposure in a way that attracted more patients, generated more revenue and allowed the practice to open 5 days per week instead of 2
“I have to say that Working Feedback has been great with our practice. Nowadays, efficiency has never been more important for dental practices like ours – and automation of feedback collection makes things significantly easier. The Working Feedback software has helped us optimise our review processes so we can gain more exposure and increase our patient numbers to grow the practice.”