North Texas Dentistry Special Issue 2018 NTD SP ISSUE 2018 DE | Page 22

TRENDING
TOPICS
in the world of dentistry
DENTISTRY
TRENDING
TAKEAWAYS
DIFFERENTIATING
YOUR PRACTICE
CREATING
CONVENIENCE
IMPROVING
COMMUNICATION
THE PERCEPTION
OF CARING
COMPETITIVE EDGE
The 3 Cs of the Patient Experience
Patient ( pa·tient / ˈpāSHənt/ ) noun
What does it take to make your patient experience
excellent every time, to let people know that you care
about them, whether the individual is a potential
patient, new patient, or established patient? Is it your
office atmosphere? Is it the technology you offer? Is
it your front office team? Surveys point to a formula
that incorporates all of these factors and emphasizes
convenience, communication, and caring.
Focusing on the patient experience is a growing
trend because it is the easiest way to differentiate a
dental practice. More and more, dentists are seizing
the opportunity to set their office apart from the
pack by ensuring a consistently exceptional patient
experience. Practices that succeed at this endeavor
make every patient feel like they truly matter to the
practice, and that there is a genuine, personal
connection between them and the dental profes-
sionals who provide their care.
First, do an honest assessment. Is your practice
communicating, caring, and convenient? It’s tempt-
ing to fall into the defensive “can’t please everyone”
trap – but there is a more productive response – to
address the issues that matter to your patients.
Convenience. Today’s patient has choices, and
considers the dental practice in the same light as a
retail provider. In surveys, patients who are consid-
ering moving on to another practice report feeling
dissatisfied with issues of convenience, like appoint-
ment scheduling and wait times. Online bill pay, an
easily navigable website, great directions to the
office – anything that improves convenience for your
patients will pay off in an improved experience.
Communication. Patients appreciate the ease of
communicating via text, email, and a secure online
patient portal for upcoming appointment reminders,
follow-up reminders, and other important messages.
22 NORTH TEXAS DENTISTRY | www.northtexasdentistry.com
Many patients ask for better ways to communicate
with their dentist. They like invitations to offer feed-
back or ask questions using text or email. Adding the
capability to initiate a chat on your website lets them
ask questions and receive an answer quickly,
whether they are at work, on the train, or at home
and just don’t feel like calling.
The patient experience begins before patients ever
set foot in your office. The digital platform offers
prospective patients a convenient way to meet you
and your staff so that when they arrive for an
appointment, they already feel like they know you.
A well-crafted Meet the Doctor or Meet the Team
video is an easy and convenient introduction for
patients and helps build trust. Make sure your
marketing is mobile-friendly so patients can access
your information on the go.
Caring. Most dentists genuinely care about their
patients, but creating the perception of caring means
getting personal. Every single member of your team
is involved in doing this well. Answering the phone
warmly, greeting patients by name, and beginning
every interaction with an introduction or a sincere
greeting makes patients feel welcome and valued.
New patients will sense a warm, friendly atmos-
phere and returning patients will feel like they are
seeing a friend. Sharing a few words face-to-face
(without the mask) before treatment begins estab-
lishes you as a caring professional, not just a clinician.
Extra attention to patient comfort earns positive
reviews because it lets patients know that you care
about how they feel. Providing options like a warm
blanket or bottled water or choice of music engen-
ders a sense of having some control in a setting that
many people associate with feelings of anxiousness.
Shore up the 3Cs of patient experience in your day
to day practice – you’ll be on trend and on the path
to having happier, more satisfied patients.