May 2025
In this talk for the British Acupuncture Council, Surrey Regional Group, we explore how acupuncturists can elevate their practice by focusing on exceptional customer service across the entire patient journey, not just during the treatment itself. Drawing on nearly 15 years of clinical experience and more than a decade of running supervision groups, Stacey combines her IT background with her acupuncture expertise to show how communication, boundaries and thoughtful systems can transform patient experience and practice sustainability.
The session breaks down the full patient journey from first impression through to long-term follow-up. It highlights the small but powerful details that shape how patients feel, including clear online information, warm and consistent communication, simple booking processes, supportive reminders and personalised aftercare.
The talk also covers practical strategies for navigating the more challenging parts of running a clinic. These include cancellations, no-shows, complaints and managing expectations. Stacey shares scripts, boundary ideas, communication tips and the value of supervision in helping practitioners stay grounded and resilient.
There is also a strong focus on using technology well, including booking systems, email tools and AI, to streamline admin, automate follow-ups and maintain great communication without burning out. The goal is to reduce admin pressure so that practitioners have more time and energy for personal, meaningful patient care.
Overall, the session encourages acupuncturists to reflect on what great customer service looks like in their own practice. It provides practical and immediately usable ideas that can improve patient experience, communication and retention.
British Acupuncture Council Members can view the talk on the link below (towards the bottom of the page titled: Mentoring, supervision and top marketing tips with Stacey Chapman, you can also down load the slides)
