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The values of a survey

patient physician surveyWhether you are a hospital, clinic, medical product supplier or a doctor, your medical business needs to ask the question what is my client's experience when they use my service or product?

Understanding how you are perceived through the eyes of your client and whether you are performing in the delivery of your service or product can be very revealing. It helps you to appreciate and better articulate the good elements of your service and improve on your shortfalls.

Surveys are a cost efficient and very effective way to gather useful data. When you implement a survey, make sure the data is being collected as part of your customer detail capture or part of the billing process. Don't leave the survey to be completed at your customer's leisure or as an afterthought. Make it a part of your process to ensure that you are capturing a sufficient amount of information – this will make sure your data capture is accurate and not skewed by a limited sample.


Tips for developing a survey

  • Keep it brief. Limit the survey to a maximum of 10 questions
  • Keep it simple. Wherever possible, give a tick box for multiple choice options
  • Ask questions about what you believe are your strengths
  • Ask questions about what you believe are your weaknesses
  • Ask how you can improve your service
  • Ask how they heard about your service
  • Make sure you thank them for taking the time to complete the survey and that you value their input.

The data collected from surveys can be very powerful and can be used to improve your business and overall satisfaction as well as help your ongoing marketing strategies and communications be more relevant.


The increasing demand for in-home care looks set to continue. Many older Australians would like to live at home and the right kind of help can often make that possible. In-home support can also be a very cost-effective alternative to residential care. The sector is growing fast – but it’s already very competitive.

“If you want to grow your business you need to promote your services to the right people in the right way,” says Caroline Ucherek, General Manager of CJU Medical Marketing.

Ucherek and her colleague Sheree Gover, Strategic Marketing Manager and Digital Marketing Specialist at CJU, share their tips on how to succeed.

“You need to be very specific and realistic about the services you’re able to provide,” says Ucherek. “Some providers make the mistake of trying to be all things to all people but it’s much better to have a small mix of services that you do really well. Focusing on what you’re good at will help to set you apart. Failure to deliver on a promise will do serious damage to your reputation.”

Build trust
“The most important thing to remember is that you’re dealing with people at a very vulnerable stage of their life,” says Ucherek. “You’re not so much offering a service as putting yourself in a position of trust.”

Family members are often the ones to search for help when they recognise that a relative isn’t coping.

“They want to know why you should be entrusted with the care of their loved one,” Ucherek continues. “Being very clear about what you represent, your mission and your values can help to reassure them.”

Read full article here

Excerpt from article Building sustainable relationships for care in the home first published 27 April 2015 on Business Research and Insights 


You’ve identified your market place. Your product/treatment is utilised by medical specialists in the treatment of their patients – and your marketing strategy and communications have been designed around reaching out and engaging with these potential clients.

But are you missing other opportunities to get take up?
Whilst our primary target should be the users of our product, we should remember that we have influencers who can strongly drive their behavior. These influencers are often unaware of specialist products and treatments and so are reliant upon the specialist treatment providers to identify available options.

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One of the most important things we do in any business is to ensure we consistently review our referrer status.

Are our business relationships strong? Are we keeping our referrers happy? Are we providing the service they want and expect from us?

As medical specialists, conducting a review of referrer patterns through our practice management software should be a structured part of our monthly habits along with our billers and debtors.

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The extent to which seasonality may affect any business depends upon a number of different factors.

All business have cycles and medical businesses and practices are no different.

The length of a business cycle can be exceptionally short for some businesses -- to the point that they appear to be unaffected by long-term seasonal cycles. However for others, the seasonal business cycle will challenge their business in terms of cash flow and attracting new patients.

Continue reading