How Lalitkumar Patel, dentist and self-confessed ‘tech dinosaur’, used Working Feedback and increased the amount of monthly Google reviews by 35 times for his practice
In 34 years of business, The Field End Dental Clinic had collected 51 online patient reviews. So, by his own admission, Principal Dentist Lalit knew it was time to embrace technology and move with the times. Working Feedback proved to be the perfect solution (and a whole lot simpler than he expected!)
- Gathered 97 Google reviews in the space of just 3 months
- Jumped from an average of 0.7 (nearly 1 a month) to 24.3 Google reviews a month
- Effortlessly increased the practice’s Google star rating from 4.3 to 4.7
The Story
Lalitkumar Patel is an absolutely outstanding dentist but, in his own words, not the best when it comes to technology. His practice, The Field End Dental Clinic, had collected less than 2 online reviews per year (yep, you read that right!) since they first started treating patients more than 3 decades ago.
Despite describing himself as a ‘tech dinosaur’, Lalit decided to look into Working Feedback through his Software of Excellence integration, be open minded to new technology and, if it was the right fit, commit to growing his practice in the digital age. The results were revolutionary - hundreds of new reviews, significantly happier patients and more motivated staff. Lalit, you’re a dinosaur no longer!
The Struggle
It was a family skiing holiday that showed Lalit the issues with his feedback collection. His daughter had booked all the restaurants ahead of the trip - but how could she possibly know what was good? They’d never been before! “Online reviews” she said - and Lalit realised it’s the same for dentistry. He’d been behind the times for far too long.
Quite simply, technology was not part of the feedback process at Lalit’s practice. Patients would be asked off-the-cuff if they wanted to leave feedback and there was no easy way for them to share their thoughts. The website was laying dormant and the social media presence was non-existent.
The Strategy
Working Feedback knew the first step had to be focused on helping Lalit feel comfortable with its technology. Through the Software of Excellence integration, Lalit was able to understand the solution and create automated feedback requests sent after every appointment.
Through his dashboard, he could see data on every review - who sent it, what treatment they had and even how to leave a reply. When CQC asked for proof of practice performance, Lalit could easily export the data and demonstrate his reviews. Game-changer!
The Solution
Remember those 51 reviews in 34 years? That was the old Lalit. Now, The Field End Dental Practice has almost 170 Google reviews - an average of 24 Google reviews per month since partnering with Working Feedback! Competitors haven’t had any reviews in 3 months but Field End is getting one every single day, with their star rating rising from 4.3 to 4.7 as a result.
Whether it’s through greater brand exposure, staff morale or patient satisfaction - embracing technology has put the practice on a massive upward trajectory. For the first time, Lalit feels comfortable and confident with an online, digital and cutting-edge feedback solution.
The Field End Dental Clinic saw these results with Working Feedback…
…and you can, too!
Introduced
an automated software solution through Software of Excellence that makes collecting patient feedback easy
Boosted
brand exposure by improving the quantity and quality of online patient reviews - instantly connected to Google and the practice website
Demonstrated
practice performance to CQC by easily exporting detailed data on impartial patient reviews (and sharing it with staff to boost morale!)
“Usually I get frustrated with technology and find it tough, but not Working Feedback. It’s automatic and does everything for you. I don’t need to get involved with links, emails, ratings or any of that stuff. It just works. I would never have seen myself doing this 15 years ago. No way I would have been able to do it. For anyone who’s a bit of a technophobe like me, get Working Feedback. It will change your practice. Don’t be scared. If I can use it effectively, you definitely can, too.”