Don’t Panic! Here’s some useful information on how to deal with a bad review.
Clinic Guide – So You Got A Bad Review
You can’t seem to please all of the people all of the time. But at least with our useful guide, you can make the best of a bad situation, and hopefully nip any additional problems in the bud. If you have any additional suggestions or particular questions we’ll do our best to answer, and feel free to add your own stories as a comment. Enjoy!
In case you haven’t had time recently to wade through the extensive information that exists on Data Protection and Data Law – we’ve put together a summary of some of the most important points so that you can be sure your clinic complies with best business practices.
It’s important stuff that can sometimes get overlooked, so we hope you find this helpful. While our guide is based on Irish and EU law, the common sense practices are just as relevant to other markets. Click on this link to download the media file. Clinic Guide To Data Protection
Have you a topic you’d like one of our clinic marketing experts to cover in an e-book or guide? Let us know by leaving a comment on the blog, or by sending an email to firstname.lastname@example.org.
Patient: Doctor, doctor, my arm is broken in three places.
Doctor: Well stay out of those places.
Tweet This joke
The WhatClinic.com team would like to congratulate Gate Clinic for winning Dental Practice of the Year at the Irish Dental Awards. Hosted by Irish Dentist magazine, these awards are a great opportunity for dentists to showcase their practice and acknowledge their hard working staff. Recognising and rewarding success is the main objective. Dentists and dental professionals decided that Gate Clinic should win Dental Practice of the Year, so it is a highly valued vote of confidence by this clinic’s peers. It’s an industry acknowledgement of the work which the clinic’s team has put into serving its patients. Here’s a testimonial from one of their many happy customers:
“I have had numerous treatments at this dental practice and although I don’t live in Galway any more, I travel for 2.5 hours to go there! Professional, friendly and cutting edge are but a few of the descriptive words I would use when describing the Gate Clinic.”
Gate Clinic is also highly committed to innovation, being the first Irish practice to offer certified training for CEREC digital cad-cam technology and the first in Europe to introduce the “I-Cat” dental C.A.T. scanner for 3D analysis and implant planning. We are delighted to work with such an enterprising business. Well done and keep up the good work!
It was a busy week last week for the team at WhatClinic.com. We recently announced the winners of the 2013 Customer Service Awards, and while only about 1% of the clinics listed on WhatClinic.com meet the high criteria of professionalism and care that entitles them to win, it’s still about a thousand winners! Every year we send our winners their personal Award Cert along with their information pack. As an internet based company, snail mail is not something that gets utilised very often, so it’s a bit of a novelty!
The Award print run is just about small enough for us to do ourselves – but there’s a lot in each pack, so that meant a morning of team building for every department. Once we’d figured out an assembly line that could handle four personalised pieces of post, we just needed to add the address labels and stamp the return to sender address. It was nice to recognise our favourite clinics in the mix.
Everyone in the company had a part to play in helping deliver these awards, so congratulations from the whole team to all the clinics who won, and keep up the good work!
WhatClinic.com Guide to Enquiry Handling Excellence
The Guide is a list and explanation of the working procedures and techniques that are essential for converting more enquiries made by phone and email. These practices are standard in top converting clinics. Regardless of sector, clinics can increase the amount of enquiries converted into real bookings by introducing a few or all of the habits listed within the guide.
Who is the guide for?
The guide is aimed at clinics of any size, from individual clinicians to busy chains who want to improve their phone and email conversion rates, and are interested in the best practice habits of high converting clinics. For those clinics who already implement these habits, it provides reassurance and a valuable reminder to ensure all systems are in full working order.
Why should I read it?
The guide is full of practical, easy to implement procedures, based on professional habits of enquiry handling proven to work in successful clinics. Many of the tactics have little or no cost involved. It is also very easy to read and follow. At the conclusion of each chapter, there is a list of ‘takeaways’. These are key points to remember, that you can take away, and put into practice.
What works for your clinic?
We’d love to hear from clinics who have recommendations for other smart habits when it comes to managing phone and email enquiries. We’ve kept it short and simple here, and focussed on practical, low cost processes that will suit most clinics. Tell us what works for you!
Here’s the link to the guide:
Today WhatClinic.com announced the winners of their 2013 Customer Service Awards. Less than 1% of the 100,000+ clinics listed on the site qualify for the prestigious award this year.
The awards, now in their fourth year, are based on detailed analysis of both patients’ own direct customer service feedback and the clinics’ general communication performance.
With 12 million annual visits to WhatClinic.com generating enquiries for elective treatments worth over half a billion euro, the doctors, dentists, surgeons and specialists found on WhatClinic.com are keenly aware of the importance of responding quickly and professionally to their patient enquiries.
The Customer Service Award is designed to help patients to identify those clinics that are consistently ranked the best at this crucial first stage of contact.
Clinics all over the world are today being informed of their win by email and being sent a pack by post including a certificate to display in their practice. Winning clinics can be easily distinguished on WhatClinic.com by the Award Badge that appears on their short listing and their brochure page.
Wondering if your clinic has won? Don’t worry, all winners are being contacted by email and by post as you read this, so keep an eye on your inbox or your letter box. Congratulations and well done to all this year’s winners!
2013 Award Winners From Ireland
Clinics in Ireland had a good showing in the global rankings, performing twice as well as average. Proportionally, Irish clinics make up 7% of active clinics on the site, and yet Irish clinics won 15% of the awards, which according to Caelen King, WhatClinic.com’s CEO, is a reflection on the importance that Irish clinics place on patient handling and care.
Here are a list of the clinics in the Republic of Ireland that made the grade this year. As the worldwide list is quite lengthy it is not published here in full, but is available if you email me, Emily, directly at eross at whatclinic.com.
- A Massage and Beauty Studio Dublin
- AcuWell Ranelagh Ranelagh
- Advanced Beauty Tullamore
- Akina Laser and Beauty Clinic Dublin
- Allergy Testing & Acupuncture,Traditional Chinese Medicine Dr. Lalloo Dublin
- Alliance Counselling Dublin
- Amara at Whitesmile Clinic Ballsbridge Dublin
- Ann Hughes – Acupuncture Practice Dublin
- Arch Beauty Clinic Ballsbridge
- Ardfallen Eye Clinic Cork City
- Ashdale Acupuncture Clinic Mahon
- Aspire Health Acupuncture & Massage Therapies Castleknock
- Atc Treatment Ireland Waterford
- Baggot Dental Clinic Dublin South City Centre
- Barry Mollaghan – PhysioWorks Longford
- Beacon CARE Fertility Beacon Hall, Sandyford
- Beechwood Dental Clinic Ranelagh
- Begley Dental Dundalk
- Berkeley Skin and Laser Clinic Walkinstown
- Blackglen Dental Sandyford
- Body Mechanix East Point Office Park
- Bodyworks Physiotherapy and Sports Rehabilitation Clinic Dublin 2
- Bray Physiotherapy and Sports Injury Clinic Bray
- Cabinteely Dental Care Cabinteely Village
- Care & Cure Chinese Acupuncture and Massage- Longford Longford
- Castle Clinic Dalkey
- Castletroy Physiotherapy Clinic Limerick
- Catherine Keers Counselling & Psychotherapy Center Dun Laoghaire
- Central Dental Clinic Lucan Co. Dublin.
- Chezelle Skin and Laser Clinic Mullingar
- Churchview Dental Practice Portlaoise
- Clane General Hospital Clane
- Claudia McGloin Clinic Sligo
- Cleanse Within Dublin
- College Road Medical Centre Cork
- Colman Counihan Dental Practice Ennis
- Cork Dental Care Cork
- Cork Natural Fertility Clinic Cobh
- Cosmetic Doctor Slievemore Clinic Stillorgan
- Crown Dental Dublin
- Cusack Dental Tramore
- D4 Medical Dublin
- Dave Hackett Ardkeen
- David McConville Orthodontics Sligo
- Dermcare Laser Skin Clinic Dublin
- Devon Park Dental Galway City
- Dolphin Dental Suite Waterford
- Dorset Dental Clinic Dublin
- Dr Brendan Glass & Associates – Maynooth Maynooth
- Dr Callaghan Condon Dermatology Clinic Dublin
- Dr David Vard Dun Laoghaire
- Dr Declan Fuller Killarney
- Dr Declan Larkin Knocknacarra
- Dr Dervla Leavy Ballincollig
- Dr Donogh O’Connor and Dr Tara Fitzgerald Raheny
- Dr Frank O’Callaghan Limerick City
- Dr Franklin Connellan Longford
- Dr Gerardine Curtin, Clinical Psychologist & Psychotherapist, Galway
- Dr Maurice Crean Oranmore
- Dr Nik Nomikos Killarney
- Dr Nuala Cagney Charleville
- Dr Rita Brennan Dublin
- Dr Seamus Looney – Douglas West Cork
- Dr Shane Cadden Castlebar
- Dr Susan Murray & Dr Jonathan Middleton Trim
- Dr. Deas Family Practice Wexford
- Dr. K.Y. Chye – Orthodontist Mullingar
- Dr. Kamilla Trofimiuk Limerick
- Dr. Kevin Lambe, Clinical Psychologist Dublin
- Dr. Noel Creaner’s Dental Surgery Leixlip
- Drogheda Medical Clinic Drogheda
- Dublin Acupuncture & Allergy Testing Clinic – Raheny Dublin
- Dublin City Chiropractic Dublin
- Dublin Cosmetic Surgery Centre Dublin
- Dublin Holistic Massage Dublin
- Dungarvan Chiropractic Clinic Dungarvan
- Emilie McGrath – Shannonside Physiotherapy and Sports Injury Clinic Newmarket-on-Fergus
- Eyre Chiropractic Clinic Loughrea
- Fallon Physiotherapy Leixlip
- Ferney House Counselling and Psychotherapy Dublin
- Fiacla Naas
- Fitzwilliam Eye Clinic Dublin
- Fitzwilliam Medical Centre Dublin
- Forster Court Dental Centre Galway city
- Forster Street Orthodontics Clinic Galway
- Freda O’Keeffe – Greystones Physiotherapy and Sports Injury Clinic Greystones
- Gate Clinic Galway
- Genesis Medical Aesthetic and Laser Clinic Waterford
- Geraldine Rudkins Acupuncturist Kilkenny
- Gracefield Dental Clinic Portarlington
- Grand Parade Dental Clinic Cork
- Grozio Chirurgija Drogheda
- H4H Homeopathy 4 Health Cork
- Howth Dental and Orthocosmetic Clinic Howth
- Inchicore Family Doctors Inchicore
- Johnstown Family Practice Naas
- Karen Connolly, BSc, Lic ISH, IS Hom Cork
- Kathryn Revell Cosmetic Cork City
- Kerry Physiotherapy and Rehabilitation Centre Killarney
- Kilkenny Addiction Counselling Service Kilkenny
- Laraghcon Pilates Lucan Lucan
- Liffey View Physiotherapy – Stephen Jupe Celbridge
- Limerick Family Planning Clinic Limerick
- Listowel Dental Surgery Listowel
- Longford Dental Centre Longford
- Lucan Dental Care Dublin
- MacDonagh S.C.R dental Portobello
- Maev Creaven Nutrition Galway
- Malahide Physiotherapy Clinic Malahide
- Market Green Dental Care Midleton
- Martin O’Regan Cork
- Mary Street Dental Practice Mullingar
- Mayo Hypnosis Clinic Castlebar
- McCarthy Dental Surgery Enniscorthy
- Meadowbrook Reflexology & Massage Tramore
- Merrion Fertility Clinic Dublin
- Michael Cronin Dental Practice Cork City
- Mind & Body Solutions -Tuam Tuam
- Monasterevin Dental Surgery Monasterevin
- Morehampton Clinic Donnybrook
- Mr. Gerry Flynn – Osteopathic Practice Ballsbridge, Dublin
- Naas Physiotherapy Clinic Naas
- Natural Medicine and Acupuncture Clinic Newbridge
- Navan Dental Navan
- Neuron Neuromuscular Therapy Rathmines
- New Haven Physiotherapy Clinic Drogheda
- Newbridge Dental Corner Newbridge
- Nolan Dental Surgery Glasthule
- Northern Cross Dental Coolock
- Northwest Therapy and Hypnosis Castlebar
- Oakland Dental Clinic Tyrrelstown (Blanchardstown)
- O’Connell Street Dental Clinic Waterford City
- O’Connor Moore Dental Practice Sligo
- Old Bawn Dental Practice Tallaght
- Old Quarter Dental Limerick City
- One Manor Place Dental Practice Dublin
- O’Neill Dental Care Swords
- Opticalrooms Blanchardstown
- Opticks Superior Eyecare Dublin
- Optilase Laser Eye Clinic Dublin
- Oral & Maxillofacial/Aesthetic Facial Surgery Galway Doughiska
- Oranmore Acupuncture Clinic Oranmore
- Oranmore Dental Care Oranmore
- O’Reilly’s Dental Practice Celbridge
- Ossi Schmidt MISCP Cork
- Palmerstown Medical Centre Dublin
- Pearl Dental, Facial Aesthetics and Beauty Clinic Dublin 2
- Physio Carlow Carlow
- Positive Change Hypnotherapy Galway City & County
- Prime Dental Wexford
- Ratoath Dental Centre Ratoath
- Renew Aesthetic Clinic Dublin
- ReproMed Consultancy Services Sandyford
- Rinn Mhor Physiotherapy and Rehabilitation Clinic Galway
- Riverforest Dental Clinic Leixlip
- Roselawn Acupuncture Dublin
- Ross Hair Studio and Clinic Dublin
- Ryevale Holistic Therapies Leixlip
- Seabreeze Oranmore
- Shannon Orthodontics Athlone
- Shelbourne Dental Clinic Dublin
- Shen Acupuncture & Naturopathy Clinic – Wexford Gorey
- Square Dental Practice Tallaght
- St. Francis Private Hospital Mullingar
- STI clinic Abbey Street Dublin
- Stillorgan Chiropractic Dublin
- Swords Orthodontist Clinic swords
- Talbot Street Medical Centre Dublin
- The Acupuncture & Physical Therapy Clinic Tramore Co. Waterford
- The Balance Centre Dublin
- The D4 Clinic Dublin
- The Elbowroom Clinic Dublin
- The Elmtree Clinic Galway
- The Faythe Medical Centre Wexford
- The Fresh Breath Clinic Churchtown
- The Hair Loss/Alopecia Clinic Galway Galway City
- The Health Haven Ennis
- The Joint Chiropractic Centre Dublin
- The Laser and Skin Clinic – Dublin Dublin
- The Mall Dental Practice Thurles
- The Mole Screening Clinic Dublin
- The Sandycove Clinic Sandycove
- The Scotia Clinic Tralee
- The Weir Family Health Clinic Bandon
- The Well Sandyford
- Total Dental, Cork Cork City
- Total Laser Health Tempelogue
- Trim Physiotherapy Clinic Trim
- Trinity Chiropractic & Natural Health Centre Dublin
- Universal Hair, Scalp and Skin Clinic Dublin
- Urban Beauty Rathmines
- Vasectomy Mid West Ennis
- Village Dental Practice Blanchardstown
- Wellington Eye Clinic Dublin Sandyford
- Westend Beauty Clinic Sligo
- Westland Row Medical Dublin
- Wine Street Wellness Centre Sligo
- Wolf Therapies Physical Therapy & Acupuncture Clinic Fermoy
At WhatClinic.com, we’re always striving to improve the quality of our enquiries. We want clinics to avoid dealing with those which are irrelevant and spend more time dealing with genuine prospective patients. With this in mind, at the start of January we launched some new processes, led by our new Enquiry Quality Team. We’ve also drafted a comprehensive Refund Policy, and added some FAQ’s on refunds to our general FAQ page.
How does it work?
Our Enquiry Quality Team focusses totally on ensuring the quality of the enquiries we deliver. That means using both automated and manual checks. We not only put automatic filters in place, but we have also implemented a formal review process, so clinics can forward enquiries to the team for review. By tracking and reviewing examples of bogus and spam email, we can further adapt our automated systems, to better improve the quality of the enquiries we deliver. We can also award refunds if clinics have been sent a spam or bogus enquiry that has managed to make it through our filters!
What is spam?
Examples of spam would be an identical enquiry sent to many clinics in rapid succession purporting to be genuine. A bogus enquiry might be a question about a treatment that a clinic obviously doesn’t do, such as an eye clinic being asked about an arm or thigh lift. Other examples might be emails from people looking for a job, or emails from companies trying to sell a product or service.
Our refund policy
We have drafted a detailed Refund Policy which outlines when and how a clinic can claim for a refund if they believe and enquiry is false. There are some basic criteria that have been set down by the team, to help clarify what does and doesn’t qualify. There are lots of different types of enquiries, so this can lead to lots of questions and queries. But that’s ok! Our team are on hand to help, and we’ll always review an enquiry if it has been submitted for review appropriately. You can also email our Enquiry Quality Team at email@example.com
How do I apply for a refund?
If a clinic receives an enquiry and chooses not to respond because it is bogus/spam/irrelevant, all the clinic needs to do is flag the enquiry when it first arrives. This is done by indicating where appropriate
‘I will not be contacting this patient’ and selecting the reason for no contact from the list provided. If the reason given is in line with our refund policy, a refund will be issued.
A clinic can directly ask the Enquiry Quality Team for a refund by sending an email to firstname.lastname@example.org. Due to our new streamlined process, all disputed enquiries will be processed promptly and efficiently.
These are some of the questions we commonly receive about enquiry refunds:
I got a bogus/spam enquiry, do I have to pay?
This enquiry is for a treatment I don’t offer. Can I get a refund?
This enquiry was a no-show. Can I get a refund?
If you want to find out more, go to http://whyjoin.whatclinic.com/faqs/
These are some of our key promises:
- Every enquiry placed is tracked and recorded
- We endeavour to only send genuine patient enquiries to clinics
- Enquiries are delivered direct from the potential patient
- Each enquiry refers to a specific treatment in a specific location
- We always endeavour to filter any enquiries sent in error
- All disputed enquiries will be processed promptly and efficiently
- We will refund enquiries that are proven to be invalid
We only charge clinics for genuine patient enquiries, which are defined in our refund policy. Thanks to this policy, they can be sure that what they are paying for is potential business only, not irrelevant queries or spam.
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‘Floss’ is a business development guide written by sales expert, author, speaker and coach David Holland. It is intended as an aid for dentists who want to grow their business and need a few pointers in the right direction to get started. However, the beauty of the suggestions and ideas contained within is that they can easily be applied (with a few adjustments of course) to general practitioners, surgeons, opticians, beauticians…in short, anyone who runs a clinic.
This is certainly a book for those who are unfamiliar with the world of marketing and sales, as common marketing and sales terms are explained clearly, in layman’s language. David Holland clearly knows who his target audience is – dentists, not salesmen or marketing experts.
Because of this, the vast majority of projects that he suggests are quite straightforward and can be carried out by just about anyone who is motivated and has a few basic resources in place. Many of these basic resources – for example, multiple telephone lines and SMS services – are listed. Cost effective routes to procuring them are also provided, such as 60 day free trials and discount codes on first orders from certain companies
Accessibility is something that this book achieves quite well – Holland is quite adept at convincing the reader that the suggested initiatives are easy to put in place, not very time consuming and will achieve results.
A lot of the suggestions offered are the product of common sense; such as the concept of being more than just courteous to one’s customers. Instead, Holland suggests that dentists should make a concerted effort to be friendly and helpful. This may seem so self explanatory as to border on patronising. However, sometimes the simplest and most obvious ideas can become lost when searching for new and innovative marketing initiatives.
In the pursuit of ensuring one’s patients receive the high quality treatment they need, it is easy to forget that little additions such as referring to them by name, walking with them from the waiting area into the surgery and making conversation can make a huge difference to the rapport between dentist and patient.
At the end of each chapter is a list of ‘Resources’ – software, kits, printing, further reading and / or pre-written copy to get the reader started on their new venture. In this regard there is a mutual benefit from offering such information as many of the resources are to be found on the website of David Holland’s own management consulting company, EXELA Limited. To be fair, no attempt is made to hide this mutual benefit – in fact, Holland makes this fact quite clear, to avoid any suspicions of an ulterior motive.
One or two suggestions gave readers at WhatClinic.com moment for pause. In Chapter 3.3, page. 33, ‘Floss’ suggested asking letting/estate agents for access to data relating to people who had moved to the areas:
“In return, you want them [agents] to provide you with the names and addresses of the movers…”
Personal data, like names and addresses has many stringent guidelines, that can vary in different countries. We do not recommend the sharing of personal data, or requesting it from a third party. Contacting those people may in fact do more harm than good, if they find the contact intrusive or unwanted.
The second point is that while Holland quite rightly refers to the importance of having staff available to answer the phone out of hours, he does not make mention of the importance of voicemail when those inevitable missed calls occur. The importance of returning all missed calls promptly is also overlooked. Please see our blog post on this subject, ‘Important Support Information for Christmas Patient Enquiries’ (which equally could be applied to missed calls all year round) at http://whyjoin.whatclinic.com/blog.
At only 95 pages, ‘Floss’ is a short read that is full of new suggestions for many clinics. For others, it reinforces the importance of selling themselves to patients, instead of presuming patients will automatically come to them.
Check back here regularly to get the latest market leading tips and advice for clinics in every sector, or sign up to http://blog.whatclinic.com/ to receive posts automatically. Simply enter your email address under ‘Updates by email’ and click the ‘Subscribe’ button to stay updated.