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ProAdjuster Chiropractic Clinic | Customer Service

Dr. James Maggio explains some of the stories that patients tell him about our outstanding customer service at the ProAdjuster Chiropractic Clinic.

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We are constantly asking patient their opinion,”What can we do better?” I have been in practice for over 20 years. Today’s world is not the same as it was. Staying current on the times is important. For example we developed our first website in 1999. That was much faster than most doctor’s offices or any other small businesses. We launched in 2005 online scheduling. This is a wonderful feature that many of our patients still are unaware of. You can schedule or reschedule your appointments online. First, go to our web site at proadjusterchiropractorvirginiabeach.com. Go to the patient tab and click schedule an appointment. It will be sent to Ariel and she will reply to you when she arrives to the office. This will reduce the amount of phone calls you have to make to  reach us. For those who like to talk directly to a “live” person, feel free to just call. If you receive our voice mail you can bypass the greeting. To do this simply press key 2 to be forwarded to Ariel’s line.

Another recent improvement was made last year.  It was our website based patient request center.  Often patients need records or billing staements.  This is especially true around tax time.  We find when patients hae to leave voice mails about their administrative needs, their requests can be unclear.  This is because there are literally multiple forms for different request.  This is due to health care regulation.  In the patient section of our website there is a region for administrative requests.  We have made it extremely simple for your requests to be processed.  We find with this online system your requests can be processed with in 24 hours.

As always your recommendations to improve our office are always welcome.  Customer service at the ProAdjuster Chiropractic Clinic is a high priority for us.

customer service at the ProAdjuster Chiropractic Clinic

customer service at the ProAdjuster Chiropractic Clinic


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Doctor’s Customer Service

Are you finding Doctor’s Customer Service to be deficient? Is getting a straight answer at a doctor’s office difficult? How did it get so bad so quick? Well let us discuss the reasons. First it is not just doctor’s offices that are terrible, it is every where. While there is not much research to determine why customer service basically stinks, I have some theories. First off, most employees do not care about providing customer service. Why is that true? Simply because the owners of the businesses and companies that we deal with do not train them on quality customer service. That is right it is the owner’s fault not the employees. Think about it, how often do you deal with the owner of a business? When you go to a business, do you even know who owns it? Probably not.

Doctor's Customer Service

Doctor’s Customer Service

Doctor’s Customer Service is at times the low of the low. The offices that seem to have the best customer service are ones owned by the doctor who actually works in the practice. That is why most dental offices, vets, and plastic surgeons offices excel at customer serve.

So how does this relate to our practice. Well, at the ProAdjuster Chiropractic Clinic our first goal is to provide the best care possible. We want our patients to get the fastest, longest lasting results. Our second goal is excellent customer service. While we cannot be perfect every day, we try our hardest.

Here are some of the many things we do every day.

Of our over 500 online reviews, 492 are the highest grade possible These Doctor’s Customer Service grades are based on politeness, cleanliness of office, ease of scheduling, on time, atmosphere, and of patient care results. How do we get such good grades? We train. we have 9 trainings every week to ccontinue to sharpen our skills. That way my staff and I can get you the best clinical results and also the best Doctor’s Customer Service available.

Our job is to serve you and exceed your expectations

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excellent customer service

Outstanding customer service from a doctor’s office?

Since beginning practicing in 1995 as a chiropractor in Virginia Beach, I quickly realized that there is an overall negative experience for most people when they visit their doctors’ office. Over the last 20 years I have seen customer service in most doctors’ offices get worse and worse. With the new health care changes rapidly approaching, my gut feeling and the feeling of many others is the customer service at doctors’ offices is going to continue to be a major issue for people seeking care.

One of the things that I very quickly realized upon opening up my own practice was it is a lot easier to take care of people if they are happy—not only with the care you provide, but also with the experience they have in the office. We began surveying our patients on a casual basis to determine their overall satisfaction and what we found is the majority of our patients were extremely pleased with the way we service their needs when they were receiving care here in the office.

We actually took that a step further about 3 months ago when we began sending patients surveys in response following their visits to see in writing how well we were doing and what we could improve upon. In the last several months we have received over 250 reviews from our patients. The office overall score was a 96.2% in patient satisfaction. Here is a break down of these questions we asked patients.

  • How would you rate your overall experience? 99.2% excellent
  • How clearly was your treatment explained? 97.1%.
  • Was your treatment completed to your satisfaction? 98.5%.
  • Was your provider sensitive to your needs? 99.4%.
  • How would you rate the cleanliness of the facility? 99.7%.
  • Was your waiting time reasonable? 98.6%.
  • Were you greeted in a prompt and friendly manner? 99.8%.
  • Was it easy to schedule an appointment? 98.7%.
  • Would you refer a friend or family member to the practice? 97.3%.
  • Would you return to the practice in the future? 97.3%.

One of the things we do uniquely in the office is that we actually have customer service training , we have 2 meetings every single day that we are open. Part of the meetings is to review patients cases and their medical care that needs to be done when they are visiting our office, the second part of the meeting we review in detail what we did well that day and the day before and what we can improve upon. One of the most refreshing things that we can see is how our patients respond to our efforts in running a business that makes them happy.

I feel it is extremely important for our patients to be greeted in a manner where the staff and myself are always happy to see them. My point of view is that even though they are in pain as patients and not feeling well, their visit to my office should be the best part of their day. Our philosophy is “we want to make the best part of their day their visit to the our office.” This means greeting them kindly, making them feel special and most important seeing them on time so they can get on with their busy day. We will continue to work as hard as possible to make our results even better than they are now and take care of our patients needs in a respectful friendly manner.