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Deliver a Wow

Your patient experience may not be as good as you think

We mystery shop clinics. Most that rate themselves as 8/10 are actually a 5/10.

A Customer Experience Impact Report by Harris Interactive stated that 9 out of 10 customers would pay more to ensure a superior customer experience (The Experience, 2015).

Customer service is the most overlooked part of business operations. Everyone feels that they are good customer service providers and that their customer service works. However, an independent study of more than 200 U.S. organizations found that more than 60% of all customer service provided in America is average or worse (toxic).

The average person with a complaint will tell roughly 16 others of their frustration, a domino effect that has only been magnified by current technology (The Experience, 2015). It is therefore time to rethink your patient experience, the relationship building, and conversational etiquettes. With more competitors in the city and increasing direct and indirect competition it is vital for clinics to differentiate themselves with experience.

Patients only tell others if their experience was exceptional

We help you create one.

At Panel, we help you create and deliver a unique standard of exceptional patient experience for both practitioners and admins. We do this by breaking down the following phases of experience: arrival, pre-treatment, treatment, post-treatment, and departure.

We overlay your brand experience and encourage everyone to be excited about providing a “wow” moment for your patients.

Create an experience that is the outcome of a system, not an individual

Transform your patient experience with Panel.

To create the right patient experience plan, we assess all angles of your patients’ journey. We mystery shop to learn what happens when patients call, what it takes to book an appointment, and what a treatment is typically like – sometimes by getting one ourselves. Then we repeat the same process for your competitors and chart comparisons.

After this, we sit down with you and go over our findings and have you fill in any unknowns. Together, we create a plan that works for your clinic, admin team, practitioners, and new and current patients.

Once we create the plan, we provide support to you and your team, which can look like internal posters, slides and handouts, and even training sessions. We are very hands-on to ensure your plan is customized and executed for maximum effectiveness.


People never forget how you make them feel

Are you implementing compassionate care?
We can help.

As per the book, Compassionomics by Stephen Trezeciak and Anthony Mazzarelli (2019), it is scientifically proven that compassionate care offers all the following benefits:

Let us help you go beyond good customer service and into delivering consistent “wow” moments.

The people you want as part of your clinic are the ones who will have no problem ensuring their patients are happy. But even still, we help you incorporate the patient experience in a way that’s sustainable for your clinic and the team within it. We’ve had many clinics adopt this plan with great success.

Yes, we do. We have a training process that we guide them through. It is not a sales scheme, nor does it have ulterior motives. It is real, relationship based, authentic, and transformative.

Yes, we do. We often find practitioners are often lacking in patient experience. Practitioners often wonder: how do you talk about your findings, treatment plans, booking the next appointment, requesting a review, or selling a product? They feel it is salesy and not medical or ethical. We help them learn how to converse without feeling pressured.
Yes, we do. We map out the whole journey that the patient undertakes both in-person and digitally.

Peace of Mind

At Panel, we use password locks and database vaults for your security. We do not execute any campaigns or communication without your written approval, and we have several internal quality checks to ensure that when we communicate, we are representing your brand at the highest standards. Additionally, we are versed in the CASL law and the Canadian governing associations, both provincially and federally, for health. Furthermore, we adhere to the laws set by Advertising Standards of Canada.

Quality Over Quantity

At Panel we don’t work with every clinic. Instead, we work with a select group to ensure they are successful. We ensure quality through the experience and acumen of our team. We also maintain a high standard of deliverables with our quality checks and process. Consequentially, if you are successful in the long run, then we will be too.

A Process That Works

We believe that process is the foundation to success. Our process includes rigorous planning, insightful research, and strategic execution. We work with you as little or as much as you want, either way, we promise to never leave you out of the conversation.

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  • Deliver a Wow Experience
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