Gaining Customer Knowledge
The first step to gain customer knowledge is to experience or see the patient health care journey as they do. The Assessing Your Practice workbook has a one page guide Through the Patient Eyes that can help you begin to "see" from the patient perspective.
The Gaining Customer Knowledge Worksheet is another tool to help you OBSERVE patient experience, and create an INTERVIEW process. Once you have completed the observation of what the patient experiences and have conducted interviews with patients, you can gain enough knowledge and insight to develop a survey to sample a larger number of patients.