Sort Service Gaps With RATER
Classify patient-experience complaints using the RATER service-quality dimensions.
Place each patient-experience signal into its strongest RATER dimension. Reliability Assurance Tangibles Empathy Responsiveness The retainer was promised Friday, but no one called when the lab delayed it. The coordinator could not clearly explain what insurance had approved. The brushing station was cluttered and the mirror light was out. The assistant remembered the patient was nervous about impressions and offered the scanner first. A parent waited 20 minutes at checkout before anyone acknowledged the question. The practice says visits take 30 minutes, but this appointment type regularly takes 55. The doctor explained the treatment change calmly and checked that the…
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