Best Patient Experience.
The thought of going to the dentist is nerve-wracking, having someone tug, drill, and pull at one of the most sensitive parts of your body. As a patient your nerves are usually all over the place just before an appointment, your job as a dentist is to take care of your patient’s oral health, but to also make them comfortable and at ease.
Patient care is usually the missing puzzle piece to the perfect dental practice. Superior customer service does not happen by chance. It is a system, a set of practices that allow your dental practice to be a top-notch oral care destination. It is about how practices treat every patient at any given moment. Patients must feel special from the moment they walk into the office, whether it is the first time or the 100th time.
Exceeding a patient’s expectations requires amazing customer service. This occurs when every interaction has been exceptional, causing patients to be amazed at the level of customer service. Most dental practices provide good customer service, but it only becomes an amazing level experience that motivates patients to come back for more procedures, say positive things about your practice, and refer others.
What are the key ways you can make your patient’s experience the best?
1. Maximize comfort and visual appeal
To achieve amazing customer service, dentists and their team members need to look at their practices through the eyes of their patients. How does the practice look from the outside? Is it inviting? Is the furniture attractive and comfortable? Are the magazines current and appealing? Many practices with amazing customer service provide “extras” to patients. Some have refreshments in the reception area so that patients and guests can relax and enjoy themselves. It’s amazing what a seemingly small thing, like a cup of coffee, can mean to patients. Patients want to know that you care and are putting in an effort in making them have a good experience.
2. Listen to your patients
When patients are checking out, the front desk coordinator should not only thank them for selecting the practice but also ask how the appointment went. “Did everything go as expected? Were you satisfied with the patient care and service you received? How were you treated today in our office?” “How do you think we can improve?” These questions can help elicit useful patient feedback. Written surveys can be given to patients once their treatment has been completed for the day. Surveys should include five to 10 questions and take only a few minutes to complete. By listening to patients, dentists
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