PRACTICE MANAGEMENT | PATIENT TESTIMONIALS | Patient Questionnaire 1
How do you feel about your medical aesthetics work? How does this compare with medical aesthetics work you’ve had in the past?
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How do you feel about the way you’ve been treated in our clinic? How does this compare with other clinics you have been to?
What concerns were you experiencing before you came in? How were they resolved? How do you now feel about the treatment you have had done?
How likely are you to recommend our clinic to a friend or family member?
Do you have any other comments about your medical aesthetics care or our clinic?
I hereby give permission to use my comments above for promotional purposes.
(patient’s signature) to make a purchasing decision or to
choose one hair stylist or interior designer over another. That language will be equally swaying to prospective patients for your clinic. The best testimonials basically state: ‘I once had the same problem/concern you have. I was nervous about it just as you are. I was concerned over costs/ pain/results/safety, just like you are. But I found a specific solution with these specific benefits, and as a result, I am very happy.’ The testimonial should serve
to allay the readers’ anxieties and concerns and present a solution that your clinic offers.
immediate, while the patient is still in the clinic. Testimonials are best taken as soon as the patient’s treatment is over or when they come in for a follow up visit, since they may not recall their experience after an extended period of time. Don’t circle back to Mrs Smith hours, days, or weeks later. The ideal moment may be lost forever. Write down what she said and ask her to sign-off on it. Keep a release form in rooms and at the front desk on hand for this purpose so patients can give their signature, allowing you to use their testimonial in your marketing materials or website. If the opportunity presents itself, you
Testimonials
are best taken as soon as the
may be able to ask if you could get a bit more information from her. Draft a simple and brief patient questionnaire to have on hand for just these occasions. Many clinics will give every patient who has a consultation or gets treated a questionnaire to fill out to get their insights. If the patient is willing, you may get the words you need from this exercise. This is an effective, yet ethical, method of generating positive comments about the practitioner and the clinic. However, it is imperative not to to use patient
attempt
patient’s treatment is over or when
they come in for a follow up visit,
How to get the right testimonials You can’t put words into your patients’ mouths, but if you know how to approach them, you can get the kind of testimonials you need. It is quite common for patients to make
since they may not recall their experience after an extended period of time.
flattering comments about physicians, the staff, and the clinic. One way is for the clinic staff to keep their collective eyes and ears open for any patient who says something complimentary about their experience, outcomes, staff, doctor, or the clinic. When you hear such a statement, jump on the opportunity by saying: ‘Thank you for the lovely compliment, Mrs Smith. Would it be possible for us to quote your kind words?’ Mrs Smith may say that it is fine to quote her, or not. The next step is to make it official. The chance to get a great testimonial is
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testimonials without the patient’s express written permission. Show Mrs Smith the quote you have constructed from her patient questionnaire. Ask what she thinks, make any changes requested, and thank her profusely. Another method practitioners
use to get testimonials is to simply solicit them in an upfront and honest way. For example, ‘We are preparing a new clinic brochure/ website. You mentioned last week that you were pleased with the
work we have done for you so far. I was wondering if you would be kind enough to let me use your comments in our brochure/on our website?’ You may be surprised to learn that many people will be flattered to be asked. The trick is to get more detailed
information. In some cases, you may need to ask the right questions to elicit specific benefits. If patients agree to give a glowing
testimonial, it is appropriate to thank them in some small way after the fact. However, be careful never to bribe patients or make promises of free
treatments, products, or gifts in advance. Offering patients any form of compensation should be avoided.
The power of persuasion Some patients will voluntarily offer to give testimonials. When this occurs, it is best to allow the patient to write their testimonial in their own words. For those patients who are pleased with your products and services, but don’t offer to provide you with a testimonial, you can try asking them. Patients who are truly pleased with your clinic may be quite happy to offer up some kind words. There are a number of professional and polite ways to ask for testimonials. To be safe and respect patients’ right to
privacy, try to obtain authorisation in writing to use the patient’s name, profession, location, and of course, photographs. Make sure that your authorisation form highlights the use of the testimonial in your promotional materials and on your clinic website. In some locations, such as New York
State, the use of physician testimonials is against public policy. Check with your state board, local health authority, or malpractice carrier. Some locations have restrictions on how you can use testimonials; in some areas it is not legal to appear to promise specific results. If the patient is merely reporting what he or she experienced in your care, it is simply a personal description of your services. It may be best to use different terms other than ‘testimonial’; you could substitute terms like acknowledgements, commentary, statements, experience, and quotes. It is advisable to get testimonials signed
and gain written approval for their use to protect yourself from patients who change their mind or refute ever giving their permission. Have patients sign a release document to grant their consent, have it witnessed, keep it on file, and give the patient a copy to take home for their records. Patients aren’t the only source you can
tap into for testimonials. Testimonials from referring physicians or employers are also very effective in communicating your value to your prospective patients. These types of testimonials should focus on your professional experience, unique training and skill to bolster your image and brand. The best places to use your testimonials
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