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The Mystery Patient's Guide

Customer Reviews

5 out of 5 starsSuzanne Knows Her Stuff (Review by David A. Hall, D.D.S., owner of America's Dental Bookstore and Mapletree Publishing Company)

When I pick up a book on dental practice management, the first thing on my mind in deciding how much weight I'm going to give the ideas in the book is the credibility of the author. What makes "Mystery Patients" such a valuable practice management resource is that Suzanne Boswell has taken the trouble to actually research what works and what doesn't. I read so much about dental practice marketing and most of it is based on ideas that feel good or that worked in one dentist's office. Suzanne has a totally different approach that gives her ideas the ring of authority.
Suzanne uses the title, "The Mystery Patient's . . ." because that is her unique way of gaining information about dental practices. When she is hired as a consultant, she first makes an appointment with the practice under a pseudonym. She then visits the practice before the doctor or staff have met her so she can see it through the eyes of the patient. She is shown on the cover of the book wearing a mask so that, if you hire her as a consultant, you won't be able to recognize her when she shows up in your chair--hence, she is the "mystery patient."
Additionally, she conducts surveys and focus groups to discuss with real people what dental office policies and behaviors turn them off and turn them on. The information she presents in her book is therefore of great worth, being based on actual findings. She gets five stars from me for that.

5 out of 5 stars Best information source on dental practice promotion, March 10, 1999

  Reviewer: A reader from Sydney

I have attended numerous dental practice promotion seminars over the past 25 years Nothing has grabbed my attention like this book. After 28 years in dental practice you make a lot of mistakes and rediscover a lot of truths that others have no doubt learnt the hard way.

Boy do I wish I had had this book in hand when I first started out. So much of what I see are the truths I rediscovered and so many of them are thing I was just beginning to discover after such a long time This book will short-circuit a very long learning process. Ever page contains a gem every chapter is a storehouse of invaluable money making tips and hints

Dr Jeremy H ROURKE


Part One: Societal Topics and Trends:

• An aging society

• Becoming culturally competent

• Vision of value

• Comfort and safety as a patient

• Lack of loyalty

• Eco-awareness in the dental office

• Mind-body connect and alternative treatments

• Patient rights and informed consent.

Part Two: Impression Management and Self-Presentation

• Patient selection of a dentist

• Communicating your practice identity: Patient perceptions of your practice on paper

• Tele-talk Lifeline to your patients

• Decor and amenities

• Patient protection and the "unspoken question;" Self-peresentation: the visual and vocal

• Behavioral styles of staff and patients

• Encouraging patient ease in the dental office

• The patient's view of the service-oriented practice

• The significance of team to the patient;

• Financial matters

• The patient's perspective

• Patient-friendly practice marketing

• After the appointment

• Top tips and topics from patient focus groups