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Course / 01 / Foundations
Patient experience and reputation
Reputation is not repaired, it is built. From the first call to the follow-up, we install the habits that make a patient return and talk about it.
What you’ll be able to do
- Rework the first call and the welcome
- Ask for a review without being pushy
- Answer a negative review without getting stuck
- Make follow-up a team reflex
Curriculum
3 modules · 9 lessons · 2h 50
01The patient journey
3 lessons
- From first call to visit · Free preview12:25
- Welcoming in the clinic13:40
- Post-visit follow-up11:15
02Online reviews
3 lessons
- Asking for a review10:50
- Answering a negative review14:12
- Keeping your Google listing alive12:36
03Bringing the team along
3 lessons
- Training the front desk13:08
- Your loyalty indicators11:52
- The 90-day plan15:05
Your instructor
Dr. Élise Tremblay
Healthcare marketing strategist
Fifteen years growing clinics in Quebec, first as a manager, then as an advisor. She teaches what she still applies in the field every week.