Avoid negative patient reviews by asking this question
Here’s how to find out—and—over time—turn every patient into a promoter.
I use a simple NPS survey to improve patient satisfaction and boost referrals. At the point of greatest satisfaction—whether it’s the day after LASIK or a few weeks after lens replacement—I ask patients,
“On a scale of 1 to 10, how likely are you to recommend my practice to a friend or family member?”
If they say 9 or 10, I ask for a review and referral. If they say 7 or 8, I dig deeper:
“What could I have done better?”
If it’s 6 or below, we don’t ask for anything—first, we fix the issue.
This simple process helps my customers create better experiences and loyal patients. As a bonus, it helps triage who I ask to give a review and who I need to attend to with some #TLC.
If you like your colleagues and want them to do well, share this with anyone who might benefit from more good ratings, reviews, and referrals.
NOTE: The best way to answer that nagging question about practice growth or marketing or patient volume in the back of your mind is to book a free 15-minute compatibility call. Get some options and go away with a clear idea of what’s possible.
About the author
Rod Solar
Founder & Scalable Business Advisor / fCMO
Rod Solar is a co-founder of LiveseySolar and a Scalable Business Advisor for its customers. Rod mentors and coaches eye surgery business CEOs/Founders and their leadership teams to triple their sales, double their profit, and achieve their “ideal exit”.
Meet our Co-Founders
Rod Solar
Founder & Scalable Business Advisor
For over 20 years, I’ve helped ophthalmology entrepreneurs scale their private practices. I specialise in doubling revenue within three years by offering a proven framework, hands-on experience, and a team of experts who implement what works. We take the guesswork out of growth and scale, so you can focus on delivering exceptional patient care while maximising the value of your business.
LiveseySolar completely transformed the way we were approaching this… We’ve gone from having just the dream of having a practice to having a practice up and running with people making inquiries and booking for procedures… It’s extremely pleasing. We feel lucky we connected with LiveseySolar.
— Dr Matthew Russell, MBChB, FRANZCO, specialist ophthalmic surgeon and founder of VSON and OKKO
Laura Livesey
Founder & CEO
I’m the co-founder & CEO of LiveseySolar. I’ve developed powerful eye surgery marketing systems that increase patient volumes and profits for doctors, clinics, and hospitals, since 1997.
Rod and Laura know as much about marketing surgery to patients as I know about performing it. They are an expert in the field of laser eye surgery marketing. They know this industry inside out. I believe that they could help many companies in a variety of areas including marketing materials, sales training and marketing support for doctors.
— Prof. Dan Reinstein, MD MA FRSC DABO, founder of the London Vision Clinic, UK
