Practice makes perfect: an Rx for healthy customer service

Evaluating the health of your practice is about much more than clinical skills or Occupational Safety and Health Administration regulations. It's about how your patients feel emotionally when they leave your office. When they've been treated with professionalism, kindness, and respect, they'll not only return--they'll refer. Happy patients are the key to a successful practice, especially for fee-for-service practices that rely heavily on referrals. In this article, the concept of the use of "mystery shoppers" in the medical practice, which has recently been featured on ABC News and in the Wall Street Journal, is discussed.