M6 Assessment 2: Designing a Service Excellence Plan
Objective: Assess participants’ ability to create a comprehensive plan for improving patient experience and relationships in a dental practice or DSO.
Tasks:
- Develop a service excellence plan for a dental practice focusing on:
- Physical environment improvements.
- Staff engagement strategies.
- Technology integration for a seamless patient journey.
- Include specific metrics to measure success (e.g., patient satisfaction scores, online reviews, and retention rates).
Example Structure:
- Physical Environment:
- Introduce calming decor, ergonomic seating, and a children’s play area.
- Staff Engagement:
- Train staff in communication and empathy through quarterly workshops.
- Technology:
- Implement online booking, patient portals, and automated reminders.
- Metrics for Success:
- Target a 15% increase in positive reviews within six months.
- Assessment Rubric:
- Creativity and feasibility of service excellence plan (20 points)
- Integration of patient-centered strategies (20 points)
- Clarity and relevance of success metrics (10 points)
Total: 50 points