Elevating Patient Experience in your Dental Practice

Patients’ Expectations:

Clinical skills of the dentist WERE supreme in patient’s ( consumers’) minds when making decisions on which dentist to choose for their care.

Needless to say, those factors are still very important , on their own, but seem to be a bit lacking in determining the dental practice’s success in a competitive dental industry.

It seems that now patients expect more than clinical excellence, as important as it may be. They want a total and holistic experience that makes them feel well-cared for at every touch point in their interaction with the practice.

McKinsey & Company highlights how consumer expectations in healthcare are increasingly mirroring those in other industries. In an article titled “Driving growth through consumer centricity in healthcare” dated March 14, 2023 and authored by Jessica Buchter, Jenny Cordina, and Mark Lee, they state that Patients now expect a seamless, personalized experience that is on par with what they encounter in retail or hospitality.

That may include clear communication, digital convenience, and a customer-first approach that prioritizes their individual needs and preferences.

They conclude by stating, “Healthcare companies have an opportunity to take the lead in transforming the healthcare journey and, in doing so, could unlock material value for consumers and the overall healthcare system. They can start with a clear and strong consumer-centric aspiration that is grounded in empathy and then can pursue available opportunities at every point of the end-to-end consumer journey. For example, consumers want better health and wellness, but many are not achieving their goals. Some groups disproportionately face barriers to care access; many also feel unsupported by the health system. Beyond a clear aspiration, meaningful transformation also requires a deep understanding of—and intentional focus on—the outcomes that matter most to consumers, which can act as a North Star to guide the design of the healthcare journeys of the future.

The time to act is now. Rapid innovation is already transforming the healthcare consumer experience, and the pace of disruption could increase, fueled by accelerating investment from private-equity and venture capital companies. The whole industry has an opportunity to embrace this change, seek to deeply understand the healthcare consumer, and lead the way in designing the healthcare experience of the future.“

It seems that consumers expect that in all of their interactions, in all industries and fields they associate with.

Patients are informed consumers who value convenience, personalized care, and interactions that are positive and productive. In a 2020 article published in Harvard Business Review Digital Articles, titled “Why Customer Experience Matters in Health Care,” and written by Liedtka, J., & Whitten, E., the authors discuss how healthcare providers, including dental practices, must meet rising consumer expectations for convenience and personalized service.

It highlights how the overall patient experience has become a critical differentiator in a market where patients have more choices and higher expectations.

Patients compare their experiences at your dental office with other healthcare providers as well as their experiences in retail, hospitality, and other sectors.

As a result, the overall patient experience has become a key differentiator for dental practices striving to stand out in a crowded marketplace.

“Patients compare their experiences at your dental office with other healthcare providers as well as their experiences in retail, hospitality, and other sectors.”

The Why:

There are many aspects and points of contact associated with the patient’s experience with your practice. Those range from the initial encounter, usually over the phone or online to the time at which they leave your practice. That can also extend to the follow-up communication they receive afterward.

The patient’s experience can be determined through a multitude of factors that can range from the friendliness and professionalism of your staff, the efficiency of your processes, the comfort of your office environment, and the quality of communication throughout the patient journey.

1- Building Patient Loyalty:

A high-quality, positive patient experience is the foundation on which all else, including patient loyalty, is built.

When patients feel that their needs and wants are seriously taken into account and addressed fully, they are more likely to develop a stronger bond and a long-lasting relationship with the practice.

patients’ loyalty accomplishes two things; (1) Loyal patients are more likely to come in for return and regular checkups and treatments, and (2) they are also less likely to be swayed by competitors.

In dentistry, this loyalty is particularly important since long-term relationships contribute to better oral health outcomes for the patients and more consistent revenue streams for the practice.

An article entitled “Patient Loyalty: The Key to Practice Success” in Dentistry IQ by Sally McKenzie, published on August 21, 2013. explores the concept of patient loyalty in dentistry and supports how a positive patient experience contributes to long-term relationships, better oral health outcomes, and a stable revenue stream.

Here are seven ( conveyed briefly) strategies to build and enhance patient loyalty in a dental practice:

Personalized Patient Care:

Provide services and interactions that meet the specific needs and preferences of each patient. When care is Personalized, it makes patients feel valued and understood, which is key to building loyalty.

2. Ensure Consistent Communication:

Maintain regular and clear communication with your patients. That can include appointment reminders, follow-up calls, newsletters, and social media. Consistent communication helps keep your practice top-of-mind with patients.

3. Flexible Payment Options:

Provide patients with a variety of payment options, including payment plans, to make dental care more accessible. That will make it easier for patients to stay committed to their treatment plans and continue visiting your practice.

4. Create a Welcoming Environment:

When the environment in the dental practice is clean, modern, and friendly it can greatly enhance the patient experience, making them more likely to return for future visits.

5. Patient Loyalty Program:

Develop and implement a loyalty program that rewards patients for their continued visits and referrals. This could include, but is not limited to, discounts, free services, or special offers for long-term patients.

6. Educate Patients on the Value of Oral Health:

Educate patients about the importance of regular dental care and the benefits of maintaining good oral health. That should make patients more likely to commit to their appointments and follow through with recommended treatments.

7. Seek and Act on Patient Feedback:

Regularly solicit feedback from your patients, and use this feedback to make improvements to your practice. Acting on patient feedback, which shows you care, can significantly enhance patient satisfaction and loyalty.

Upon consistent implementation of these strategies, the practice can help build a loyal patient base that not only returns for regular care but also refers others to your practice,

7 Strategies for Building Patient Loyalty:

Personalized Patient Care
Ensure Consistent Communication
Flexible Payment Plans
Create a Welcoming Environment
Patient Loyalty Program
Educate Patients on the Value of Oral Health
Seek and Act on Patients’ Feedback

2- Influencing word of mouth referrals:

Online reviews and opinions expressed on social media are so prevalent now, making word-of-mouth referrals more powerful than ever.

In a study entitled “Influence of the use of social media on patients changing dental practice: a web-based questionnaire study”, Published online 2023 Jun 6 Health., and authored by Yolanda Freire, Margarita Gómez Sánchez, Ana Suárez, Gerardo Joves, Marlen Nowak, and Víctor Díaz-Flores García, they state that “Patients who had changed practice within the last 5 years used dental practice social media more often. In addition, those who had changed in the present/past year reported that the use of these media had significantly influenced their decision to change. No significant differences were seen between males and females with respect to any measured variable. Although there are other factors that influence the selection of a dental practice, in recent years the social media of clinics have become more important. Dentists might therefore do well to consider social media as communication and marketing tools.”

Patients who are satisfied ,with a positive experience in your practice are likely to share their satisfaction and enthusiasm for your practice with friends, family and online communities.

Personal recommendations carry a significant weight in people’s decision-making process, making referrals a major source of new patients.

Therefore, by delivering an exceptional patient experience, you not only promote patient loyalty, as mentioned earlier, but also attract new ones through the positive buzz generated by your current patient base.

Here are seven short strategies to positively influence referrals in your dental practice:

Provide Exceptional Patient Care:

Obvious one: Consistently deliver high-quality, compassionate care that exceeds patient expectations.

2. Encourage Online Reviews:

Upon completion of a successful appointment, encourage satisfied patients to leave reviews on platforms like Google, Yelp, or social media.

3. Patient Referral Program:

In our practice, we have a referral rewards program called “Care to Share” where we reward patients that refer others to our practice. I highly recommend that you start such a program in yours.

4. Engage on Social Media:

Get involved with your community on social media platforms by sharing patient testimonials, educational content, and behind-the-scenes glimpses of your practice.

5. Follow Up with Patients:

Send personalized messages after appointments to thank patients for their visit and encourage them to share their experience if they were satisfied.

6. Host and participate in Community Events:

being present at community events allow you to participate within your community and distinguish you as a business that supports (by action) your local community.al setting.

7. Consistent, clear Communication:

Keep patients informed by communicating clearly about treatments, costs, and what they can expect during their visits.

7 Strategies for Influencing Word of Mouth Referrals:

Provide exceptional Patient Care
Encourage online reviews
Institute a patient-referral program
Engage on social media
Regularly follow up with patients
Host and participate in community events
Consistent and clear communication

3- Increasing Patient Satisfaction:

Patient satisfaction is directly connected to the quality of the experience they have at your practice.

A study titled “Factors Influencing Patient Satisfaction and Loyalty as Perceived by Dentists and Their Patients”, conducted by Réka Magdolna Szabó ,Norbert Buzás ,Gábor Braunitzer ,Michele Goldzieher Shedlin andMark Ádám Antal, published in Dentistry Journal in 2023, concludes:

“the results corroborate that good communication, trust and a personal relationship between the patient and the dentist promote patient satisfaction and loyalty. We have managed to replicate the effect of widely reported factors like patient-friendly wording of professional explanations or the explicit interest of the dentist in the patient’s symptoms. Similarly to other studies, we have found that the perspectives of the dentist and the patient might differ on some key issues. It is important to know about these issues, as they offer points of intervention to improve the patient experience. For instance, optimizing the recall schedule to the individual patient’s needs is not difficult, but it appears that it might have a significant impact. At the same time, the results show that the well-known principles of patient satisfaction and loyalty can be modified by local factors. Therefore, we suggest that it is not enough to know the general principles, but to achieve the best possible outcome, the dentist should always be aware of and consider the preferences of the patient population they attend to.”

Even if the clinical care is excellent, factors such as long (1) wait times, (2) unfriendly staff, or a (3) confusing billing process can detract from the overall experience and lead to dissatisfaction.

On the other hand, a seamless, patient-centered experience that addresses both clinical and emotional needs of the patient can lead to higher satisfaction levels, which in turn can reduce the likelihood of complaints and increase patient retention.

Here are seven short strategies to increase patient satisfaction in your dental practice:

Minimize Wait Times:

Efficient scheduling and timely service are critical. Long wait times can significantly impact patient satisfaction, so ensure that appointments are well-organized and that any delays are communicated promptly to the patient.

2. Enhance Staff Training:

Train your staff to be friendly, empathetic, and professional in all interactions. A positive experience with staff members can greatly enhance the overall satisfaction of your patients.

3. Simplify the Billing Process:

Ensure that billing is transparent, easy to understand, and straightforward. Provide clear explanations of charges and offer assistance with insurance claims to avoid any confusion or frustration.

4. Create a Comfortable Environment:

Make your office a welcoming and comfortable space with amenities like soothing music, comfortable seating, and a clean, modern design. A pleasant environment can make a big difference in how patients perceive their visit.

5. Personalize Patient Care:

Tailor your services to meet the specific needs and preferences of each patient. Personalized care shows that you value the individual needs of your patients, which can significantly boost satisfaction.

6. Improve Communication:

Keep patients informed at every stage of their visit, from appointment reminders to post-treatment follow-ups. Clear and open communication helps patients feel more at ease and involved in their care.

7. Collect and Act on Feedback:

Regularly solicit feedback from patients through surveys or direct conversations. Use this feedback to make improvements in your practice and show patients that their opinions are valued and lead to meaningful changes.

7 strategies to increase patients’ satisfaction

Minimize Wait Times
Enhance Staff Training
Simplify the billing process
Create a comfortable environment
Personalize patient care
Improve communication
collect and act on feedback

Conclusion

The success of a dental practice usually depends on more than just the number of patients seen or the treatment mix provided.

It depends on the ability of the practice to foster a base of loyal patients that not only returns for regular visits, but is an enthusiastic group of supporters and “cheer leaders” telling as many people as they can about your service.

By focusing on the patient experience, you can create an environment where patients feel comfortable, cared for, and valued.

That can fosters long-term relationships, ensuring steady patient flow, that supports the sustainable growth of a dental practice.

Enhancing the patient experience requires a holistic approach that considers every aspect of the patient journey.

It’s not just about what happens in the dental chair but about how patients are treated from the moment they contact your practice. Are they greeted warmly by your reception staff? Is the check-in process smooth and efficient? Do they feel comfortable and informed during their treatment? And are they followed up with appropriately after their visit?

By addressing these questions and focusing on each step of the patient journey, you can identify opportunities for improvement and implement changes that enhance the overall experience. Whether it’s updating your office décor to create a more welcoming environment, investing in staff training to improve communication skills, or adopting new technologies that streamline appointment scheduling and billing, every improvement you make contributes to a better patient experience.