• Cheryl Bisera.
• Cheryl Bisera Consulting, 4020 Maurice Drive, Newbury Park, CA 91320, USA. cherylbisera@gmail.com
• J Med Pract Manage. 2012 Jan 1; 27 (4): 209-11.

AbstractOften medical administrators or providers call in a marketing expert when they feel the practice is lacking the growth they want. What's on their mind is usually how to bring in more patients, and they automatically look to external marketing strategies. However, one of the most important elements to successfully marketing a practice is making sure you haven't created a turnstile, where new patients are coming often but not returning or being converted into loyal, referring patients. When new patients are going as quickly as they are coming, you aren't building solid growth. Loyal, referring patients are powerful marketing assets-they are in the community speaking good of you and your practice from first-hand experience. You can create this atmosphere of loyal, referring patients by providing positive touch points that fulfill the needs of your patients. Touch points are the groundwork supporting other types of marketing. This article covers three important touch points that are crucial to a positive patient experience.

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