Abstract
ABSTRACT:The systems and processes at many practices are not designed or operated to put clients' needs first. Effective time management can easily come across as rude and impersonal service; clinical procedure and medical terminology can sound alienating at best, downright frightening at worst. With emotional insights from a real case, we analyse each stage of the owners' personal journey. The experience looks and feels very different from the clients' perspective – practice staff must ensure that every aspect of their service is completely customer-centric. We must always do what is right for the client, not what is best for the practice.
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