For this section, you may want to assume
the role of a “mystery shopper” and record observations
as if you were a new patient at this office.
FIRST VISIT/RECEPTION
When you walk into the office, how promptly
are you greeted?
If you are a return patient, are you
greeted by name?
If you are a new patient, how are you
greeted? What instructions are you given? Are you told what
paperwork to fill out?
If you have questions, are they answered
promptly?
Is the front desk person friendly and
smiling?
Does he or she provide you with information
on the first visit procedures?
During the first visit, are all of your
questions answered promptly and in a friendly manner?
What process is used for the first visit
— x-rays taken, consultation, adjustment? How much of
this first visit is done by the doctor and how much by the staff?
Are you adjusted on the first visit?
How much time did you spend waiting
before you were taken back to start your visit?
At the end of the visit, was the payment
policy stated and were you asked to pay today?
PHONE
When you call the office, how many rings
before the phone is picked up?
If you receive an answering message,
what does it say? Are you given clear instructions on how to
leave a message?
Is your issue (want to schedule/cancel
appointment, have a question, etc.) handled quickly and in a
friendly, helpful manner?
How was the call ended?
VISIT PROTOCOL
How much time does an average visit
take, including waiting time?
How much time did the doctor spend with
you? How much of that time was spent talking and how much adjusting?
How much time do you spend waiting before
your visit begins?
At the end of each visit, are you given
information about your services?
Overall, what did you most like about the reception, new
patient, and patient visit processes that you would want to
emulate in your office?
