Create the Ultimate Patient Experience
Think about a place you visited where you had the most remarkable customer service, and when you left, you couldn’t wait to tell everyone about it.
Maybe it was a restaurant, hair salon, store, doctor’s office, etc.
That is the feeling patients should experience when they visit your office. Providing high-quality dental care is essential, but it is much more than that. It is about creating an environment that is supportive and empathetic and will put patients at ease from the moment they first meet you.
First Impressions
We get one chance to make an excellent first impression. It starts with the first phone call, so it is vital to have the right team members answering the phone.
Dental terminology can be taught, so look for people with personality and eagerness to learn. They need to be cheerful, helpful, and willing to absorb the culture of the practice.
The first phone call with a new patient should be focused on creating a relationship with them.
It should be a smooth call, and the team members should be able to spend as much time on the phone as needed. We want them to listen to the patient’s needs and let them tell us how we can help them.
The team members should share the history of the practice and providers to help reassure the patients that they called the right place.
Welcoming and Comfortable Atmosphere
When the patient walks in the door, this is their second impression of your office. Roll out the ‘red carpet’ for them, as you want them to feel special.
They must be greeted with a smile and by their name.
What the Patient Sees
Starting with the door they enter, ensure the glass is clean, and no finger smudges are present. The reception area should always be fresh and tidy and not ‘feel like a dental office.’
Lighting, sound, color, and furniture should be selected to create a relaxing and calming ambiance. Large windows bring in a lot of light and warmth.
Have a reception area designed with warm shades. A coffee bar is a nice touch, and the furniture should be comfortable.
What the Patient Hears
The reception area should be a place of serenity and relaxation, so it is ideal to have doors that separate it from the clinical areas. Play soft and soothing music and close the doors so the sounds of dentistry cannot be heard.
Patient Education
From the hygiene chair to the therapeutic chair, educating patients on their dental health is essential. They need to understand the condition of their mouth and the treatment options available.
Cost is a very common question, so having a precise treatment plan with insurance estimates and patient out-of-pocket expenses is essential.
Empowering patients with knowledge can help them make informed decisions about their treatment.
Personalized Care
Each patient should be treated as an individual with unique needs and preferences. Time should be taken to learn about their:
- Values
- Culture
- Dental knowledge
- Treatment goals
The extra time to connect will lead to a more trusting and longer relationship. Patients should always feel their concerns are heard, meaningful, and valid.
Clear Communication
When communicating with patients, information must be clear, concise, and respectfully presented.
Dental terms should be spoken in simple terms that are easier for the patient to understand. Patients should be involved in the decision-making process and encouraged to ask questions.
Clear communication can help patients feel informed and ready to embark on the dental journey.
Feedback and Improvement
Gathering patient feedback is essential, as this will help find ways to improve their overall experience. Seeing the patient’s perspective and seeking to understand will create a patient-centered environment that enhances the quality of care and fosters positive relationships with patients.
Developing and maintaining a culture of trust, integrity, and unity is imperative to create an unrivaled patient experience.
Creating the ultimate patient experience should be one of the most important things to focus on in a dental office. Without patients, there would be no dental office.
Patients remember how they felt and will want to share their experiences with family and friends.
About the Author
Trina Shipley, MAADOM
Trina is the Director of Business Operations for Pax Dental in Southern Maryland. With over 26 years of dental experience, her mission is to maintain an environment of trust and integrity that provides an unrivaled employee and patient experience.
She is a lifetime AADOM member, earned her FAADOM in 2016 and MAADOM in 2023, and is working towards her DAADOM in 2024.
She enjoys traveling, motorcycle rides, and spending time with her family in her free time.
