The Patient Experience - How To Do It Right

Imagine you booked a Dentist appointment, and when you get to her office, you learn that there was a mistake in scheduling. You leave frustrated and later return at the new date and time. Upon arrival, the front office staff does not greet you, and the waiting room is overly cold. Eventually, the administrator asks your name and says that the Dentist will see you in a few minutes, which turns into a half-hour later.

Finally, the hygienist calls you into her room, cleans your teeth followed by the Dentist examination. All goes as expected, and you agree with the Dentist to return in two weeks for a procedure. Upon leaving, you approach the front desk to arrange another visit. You’re informed that there are no appointments available for over two months. It becomes painstakingly clear that the dentist and office staff never communicated with one another and you’re left running in circles.

This is a real story. It describes my friend’s patient experience that was so aggravating, she ended up choosing someone else to care for her dental needs and family members too. It is unfortunate because she genuinely likes the Dentist and her costs are reasonable too. Yet as in any industry, people buy products and services based on how they feel. It goes way beyond price factors.

What can Dentists and other service providers do to attract and keep patients from going to a competitor? How can they ensure a satisfying experience so that patients share raving reviews versus bad press on social media?

There are three best practices to differentiate your company and keep patients happy.

Continue reading on my DoingCXRight?? Blog

Originally published in Incisal Edge - Lifestyle magazine for Dentists (page 24) in honor of the Lucy Hobbs project.

NOTE:

About half of today’s dental school graduates are women. But things were much different in 1866 when Lucy Hobbs graduated from the Ohio College of Dental Surgery and became the nation’s first licensed female dentist. Benco Dental is recognizing women leaders and Incisal Edge magazine has dedicated the Winter 2021 issue to inspiring women leaders. With more than 9,000 members, the Lucy Hobbs Project aims to empower women in dentistry to drive change and deliver success through networking, innovation, and giving back. It also strives to bring women together from all facets of the dental profession, including dentists, dental assistants, hygienists, receptionists, and sales representatives. It is free to join, and it offers networking opportunities, educational programs, and charitable events.