Going the Extra Mile for Customer Service #PACPearls

The WDS Practice Advisory Committee (PAC) shares ways to go the extra mile to ensure patient satisfaction.

Patient Appreciation Day

We organize a ‘Patient Appreciation Day’ once a year where existing patients have access to exclusive treatment packages, discounts on non-physician services and discounts on skin care products.

The event is in open house format - patients are served snacks and juice, and can tour the clinic further. Our patients LOVE the annual event!
- Monica Li, MD, FRCPC, FAAD

Neutralize the Hangry Patient

On busy clinic days when we get behind schedule, we offer snacks and soft drinks in addition to our standard coffee and water service.
- Elizabeth Long, MD

Acknowledge Life’s Joys and Sorrows

We keep a stash of custom thank you cards on hand to swiftly thank those who bring us gifts of food, tokens of friendship, or souvenirs from exciting travels abroad. We also reach out with condolence cards when we hear of the death of a patient.
- Elizabeth Long, MD

VIP Check Out

For the cosmetic patient that does not want to risk being seen at the check out desk, we offer in room check out. Our aesthetic consultant handles the transaction and the patient can exit discretely.
- Elizabeth Long, MD

Personal Follow Up

Whenever I excise a skin cancer, I call my patient that evening to see how they’re doing. We often forget that our patients tend to be very anxious when diagnosed with a ‘cancer’ of any kind, and they are usually shocked- and very appreciative- for the call.
- Mark Kaufmann, MD

Download a PDF Version