ON Chiropractic
of your own, contact the OCA about
setting up a free micro-site.
Y
ou may be wondering what this
means to your practice. Changes in
the way patients view themselves
as health care consumers changes the way
they interact with health care providers. As
consumers, we are all generally sensitive
to price. PWC found price was the top
influencer of purchase decisions in almost
every industry. The only exception was
selection of health care providers. Only 8%
ranked price as the strongest factor in their
choice of practitioner.
What was important? Personal
experience and peer networks.
“Individuals trust their past experience
and rely on personal networks to make
health care decisions, particularly in
provider selection,” the PWC report
stated. 72% of consumers ranked provider
reputation and personal experience as the
top drivers of health care provider choice.
N
reported. So the TTC acted.
The result of some of the initiatives
underway at the TTC is beginning to show.
Customer information initiatives are rolling
out across the system. Track level “Next
Vehicle Information Screens” will be active
in every subway station by the end of 2014.
Riders at street level can already find out
when the next vehicle will be at their stop
through text messages. And an average of
75% of TTC riders gave the Commission
an overall rating of ‘good’ or ‘excellent’
in 2012. Also of note is that this is the
first time in TTC history that a customer
“
one of these findings came as a
surprise to Chris Upfold, Chief
Customer Officer at the Toronto
Transit Commission. Upfold, a Guelphborn veteran of the London Underground
who is now resposible for the TTC’s
customer service and marketing functions,
believes that the place to start is better
understanding your customers.
“You have to figure out a way of
understanding what your customer
expects,” Upfold said. He added that until
those expectations are understood, it is
impossible to meet them and, ultimately,
satisfy your customers. At the TTC,
this has meant shifting resources into
improving the appearance of stations and
adding additional wayfinding tools like
signage. “Our customers told us that these
things were important to them”, Upfold
satisfaction survey was conducted.
S
o how does an Ontario chiropractor
begin the process of refining their
business operations to build an even
more exceptional patient experience? There
are a few things that you can do to make
significant progress quickly. The insights
contained in the three categories that follow
were selected because they have substantial
impact on the patient experience offered
in your clinic. They are also things that
compliment your clinical of