Survey Shows 96% of Orthodontic Patients Would Refer Patients to ARCH For Care

About 96% of ARCH Orthodontics’ patients would recommend the practice to their family and friends. “These are excellent results, but we’re aiming for 100%,” says Dr. Robert Chavez who opened his first office in Stoughton (Mass.) 38 years ago. “We always engage perfection and professionalism in everything we do.”

Among other survey results compiled from 570 patient respondents:
• 90% said their appointment experience met or exceeded expectations. (“an excellent, friendly staff”)
• 95% said the way they were treated upon arrival met or exceeded expectations. (“Your staff is personable, professional, friendly… immediately makes you feel comfortable”)
• 90% said they were seen within a reasonable time after arrival.
• 92% said the staff answered questions well about current conditions and any recommended treatment.

The survey was conducted by an independent third-party research group. Responses are reviewed and addressed regularly at staff meetings conducted by Dr. Chavez and his son Dr. Andrew Chase who joined ARCH in 1998.

Dr. Chase and Dr. Chavez, who have built ARCH into 9 offices, say a primary goal is “to make our patients’ visits the greatest part of their day.” Patients range in age from 4 to 80.

ARCH works hard to attract and retain skilled staff. It sponsors regular in-service training sessions such as an American Heart Association-accredited CPR training class with the new Pet heart defibrillator, OSHA training class, and Advanced Sterilization Techniques for the Modern Orthodontic office. ARCH brought 7 staff members to a practice software conference in New Orleans.

Dr. Chase says, “We never assume we know what patients value most, or that we know what areas of the practice need more attention. An objective survey helps us provide a systematic, patient-focused approach so patients will continue to refer friends and relatives to us.” Dr. Chavez adds, “Our mission includes being ‘the Orthodontic office of choice in the communities we serve’ and being ‘the best Orthodontic group practice.’ Making patients our primary focus is how one builds a practice, maintains loyalty, and thrives, even in a challenging economy.”

The practice offers courtesy discounts to members of the armed forces and their families, and to municipal workers and their families in the towns where ARCH has offices. ARCH is the Official Orthodontist of Miss Massachusetts and its Scholarship Foundation.

ARCH Orthodontics has offices in Bridgewater, Brockton, Canton, Hyde Park, Randolph, Stoughton and Westwood, and two new offices on Cape Cod in Hyannis and Orleans. Arch offers complimentary initial consultation including digital photos and panoral x-rays. For more info: http://www.sesameblogs.com/archorthodontics / 1-800-28-SMILE / email smilemaker@archorthodontics.com

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