I believe that a dental practice is like any other service, in that each person involved is a contributor to that service. The better the service, the higher the patient satisfaction level; and the goal of your practice is to exceed patients’ expectations.
In my 22 years of practicing dentistry, I have learned that you build a loyal patient base only when your patients are greeted warmly, treated with compassion and respect, and are given value for their time and money.
Moreover, it is essential to surprise and delight the patients through outstanding service to stand out from dentists in your area. This will only be possible if your dental office has proper techniques and operations in place at every point of the experience. Therefore, I have consistently made sure to have proper management techniques in place to take care of my dental practice.
I discovered that for consistent service improvement and to achieve positive patient experiences, it is important to challenge your entire team with the perception that your existing service has room for improvement. To improve upon our patient services, I initiated regular team meetings brainstorming ways to improve service and this in turn opened floodgates of opportunity.
As a dental practice coach, during my interactions I observed that phone calls served as an early and significant exchange between a dental office and the patients. It is during these phone call exchanges that several patients start to judge the quality of service, followed by their reception during their initial office visit. This helped me analyze every exchange, beginning from the introduction of the doctor, the treatment presentation, the conclusion of the appointment, and many more interactions.
Hours of team meetings were beneficial for us to delve into the fine points of patient management until the entire practice was ready to commit to exceeding our patient’s expectations. What we achieved for our efforts was a dental practice that created an unbreakable bond with our patients. We made sure to deliver the best in class dental care to our patients throughout their diagnosis and therapy so that they felt heard and appreciated.
All this was extremely helpful to promote patient referrals and positive reviews. Moreover, each one of us began to understand our own contributions to the success of the practice, and this led to synergy amongst the team and improved positive patient feedback.
I have understood that most people tend to avoid visits to the dentist. Therefore, in order to stand out it’s up to the dental offices to create an inviting and welcoming environment with their superior services and skilled team! By making it a goal to surprise and delight patients with our services, I could start dealing with the structural needs required to build a successful practice. I also made sure to empower all the staff at my practice to learn how other businesses offer excellent service and how to integrate those ideas into our practice. I’ve observed that these techniques work time and time again, and it’s an assured way to build a sustainable dental practice.