HABIT #8: PRIORITIZE PATIENT EXPERIENCE!

Dental practices are so busy and it is easy to get on the hamster wheel of production. However, making patient experience the priority, all day, everyday, is the key to practice growth and profitability. 

Here are a few important reasons: 

1) Patient satisfaction: Providing high quality care and meeting patients' needs and preferences can lead to higher levels of satisfaction and more referrals. 

2) Professional reputation: A focus on patient care can help enhance the reputation of the practice and increase the likelihood of attracting new patients. 

3) Legal and ethical considerations: Providing high quality care is also a legal and ethical obligation for dental professionals. And most importantly, 

4) Patient health and well-being: Ultimately, the most important reason to prioritize patient care is to help improve the health and well-being of patients.

Imagine that the entire success of the practice falls on the experience of each and every patient. 

Who are you? What is your branding? What is your culture? What are your goals? 

It’s easy to get caught up in the daily grind of production. However, a crucial habit that can significantly contribute to practice growth and profitability is to consistently prioritize patient experience. This commitment, maintained day-in and day-out, not only aligns with legal and ethical obligations but also serves as the key to fostering a thriving dental practice. 

Let's go a bit deeper on why prioritizing patient experience is essential.

Patient Satisfaction:

• A satisfied patient is not only more likely to return for future appointments but is also inclined to become a loyal advocate, referring friends and family to the practice. This positive word-of-mouth marketing can significantly boost the practice's reputation and patient base.

Professional Reputation:

• Positive reviews and testimonials from satisfied patients serve as valuable assets in attracting new clients. In today's digital age, where online reviews play a pivotal role in decision-making, a stellar professional reputation can set a practice apart from the competition.

Legal and Ethical Considerations:

• Prioritizing patient care is not just good for business; it's a legal and ethical obligation for dental professionals. Having said that, compliance is the minimum standard for care. Let that be the foundation and not the pinnacle of the experience in your practice.

Patient Health and Well-being:

• Above all, the primary motivation for prioritizing patient care is to contribute to the improvement of their health and well-being. Dental professionals play a crucial role in enhancing and maintaining oral health, which is intricately linked to overall health. Care about contributing to the holistic well-being of each patient.

Here are some key ways dental teams can prioritize patient experience 

1) First Phone Call:

• Personalized Greetings: Train receptionists to greet callers warmly, using their names and expressing genuine interest.

• Efficient Scheduling: Ensure prompt and convenient scheduling, minimizing wait times and accommodating patient preferences.

• Clear Communication: Provide clear instructions for any pre-appointment requirements, such as paperwork or insurance information.

2) Clinical Diagnosis:

• Thorough Examinations: Conduct comprehensive examinations, explaining procedures and involving patients in their care.

• Open Communication: Foster a transparent and open dialogue about diagnosis, treatment options, and expected outcomes.

• Patient Education: Use visual aids and simple language to educate patients about their oral health and the importance of recommended treatments.

3) Case Presentation:

• Visual Tools: Utilize visual aids, models, or digital presentations to help patients understand complex dental cases.

• Customized Treatment Plans: Tailor treatment plans to individual needs, considering factors like lifestyle, budget, and personal preferences.

• Question and Answer Sessions: Allow time for patients to ask questions, ensuring they fully comprehend and feel comfortable proceeding with the proposed treatment.

4) Receiving Treatment:

• Comfort Measures: Implement comfort-focused strategies, such as offering blankets, headphones with soothing music, or ergonomic chairs.

• Communication During Treatment: Keep patients informed during procedures, explaining each step and addressing any concerns promptly.

• Post-Treatment Guidance: Provide clear post-treatment instructions and follow-up care guidelines to promote optimal recovery.

5) Paying for Services:

• Transparent Billing: Ensure transparent and understandable billing practices, with clear explanations of charges.

• Payment Options: Offer flexible payment options, including installment plans or partnerships with financing providers.

• Insurance Assistance: Provide assistance in navigating insurance claims, helping patients maximize their coverage and minimize financial stress.

6) Creating a World-Class Experience:

• Personalized Follow-Ups: Implement personalized follow-up calls or messages to check on patients after significant treatments.

• Patient Feedback: Actively seek and value patient feedback, using it to make continuous improvements.

• Patient-Centric Policies: Develop policies that prioritize patient needs, such as flexible scheduling and after-hours emergency support.

• Patient Appreciation: Express gratitude for patient loyalty through loyalty programs, discounts, or occasional special offers.

   

By incorporating these strategies at every stage of the patient journey, dental teams can elevate the patient experience, fostering trust, satisfaction, and ultimately, creating a world-class experience that sets the practice apart.

How are you integrating these and other procedures into your practice? Are these key elements making it into your standard operating procedures? Schedule a demo today to see how My Dental SOP can improve the flow of your operations.