This is a tricky question and relates well to our week’s theme of CRM. I was working with a predominantly NHS practice the other day and questioned by the head of the reception team. Bear in mind that this was a beautifully presented and branded practice with a bright, modern reception area and lovely environment. “We are mainly NHS but do some higher value private treatment as well. When a new patient arrives for the first time and we are going through their check-in, we ask “are you on benefit?” and there is sometimes a look of horror on the faces of prospective private patients. What would be a better question?” Suggestions please.