From the moment a person becomes your patient, they have certain expectations of your practice. Depending on whether you meet, exceed, or fall short of their expectations will affect the patient\u2019s impression of your practice. Let\u2019s look at how your practice can delight your patient at every encounter.<\/p>\n
Patients form their impression about your dental practice even before they enter your facility. It\u2019s also important to understand that the patient experience covers more territory than your practice\u2019s physical address.<\/p>\n
The onsite experience is perhaps the easiest to monitor. However, patients begin to form an impression the moment your team answers the phone, replies to an email or text message, or engages with you on social media.<\/p>\n
Ask yourself, should your goal be to merely meet a patient\u2019s expectations or to exceed them? Perhaps they left another practice after a disappointing experience? Finding out what they expect can be as easy as having a quick conversation about what brought them to your practice and why.<\/p>\n
Once you\u2019ve understood their expectations, you can then move beyond merely \u201cmanaging\u201d patient expectations to \u201cexceeding\u201d their expectations.<\/p>\n
One of the core ways to delight your patient is to make them think:<\/p>\n
\u201cThey know me!\u201d<\/p>\n
So, let\u2019s start there and personalize the patient experience around a few related patient expectations.<\/p>\n
Getting to know patients beyond their chart and weaving those details into subsequent conversations are powerful ways to exceed expectations within the patient experience. It\u2019s about recognizing more than their appointed dental visit.<\/p>\n
Each patient seeks dental care for a couple of reasons: to improve their health, protect their teeth and gums, and to avoid pain. However, the way each patient experiences dental care at your practice, will lead to them either becoming a long-term patient or looking for a new dental practice. That\u2019s why it\u2019s important to get to know your patients.<\/p>\n
There\u2019s more, of course, but however they experience dentistry helps you know each patient personally – and in their experience with your practice.<\/p>\n
Like it or not, patients have a \u201clove-hate\u201d relationship with dentistry. They love being out of pain and enjoying a healthy, attractive smile. At the same time, they can \u201chate\u201d the anxiety, potential discomfort, and time and money investment associated with a dental visit.<\/p>\n
Your expertise prevents you from cutting-corners and rushing a dental procedure. That\u2019s why it matters that you invest in the technology that provides a comfortable and time-efficient patient experience.<\/p>\n
Comfort preferences might differ patient to patient. Being aware of each patient\u2019s expectations for discomfort\/pain and their tolerance levels is another way you can exceed their expectations.<\/p>\n
The same applies to respecting their time. Some patients are sticklers for getting in and out of their appointment. Others go with the flow and don\u2019t stress when wait times or a procedure takes longer than expected. Exceed their expectations by:<\/p>\n
Patient communication is one thing. Knowing a patient\u2019s preferred method for communication is another.<\/p>\n
It\u2019s about options like online scheduling<\/a>, email, web, text, and social media. Patients have communication preferences that give insight into how to best connect with them.<\/p>\n Their general expectation is that you will show-up on their preferred channels of communication. Be flexible and open to adapt your patient experience to them.<\/p>\n Connecting with your patients also involves keeping them informed about dental trends, answering their questions one-on-one and through useful content, and being prepared to provide the reasons for your diagnosis plus the benefits of a particular treatment.<\/p>\n A word about phone communication – be phone friendly but also aware that phone conversations (for many) are secondary to text, email, and online chat. And if you leave voicemails – be brief, benefit-focused, and action-oriented.<\/p>\n Remember, patient connection starts with knowing how your patients prefer communication from your practice. Be committed to learning their preferences and respecting them.<\/p>\n The following resources can help you refine your patient experience and exceed patient expectations:<\/p>\n Create Loyal Patients by Improving the Patient Experience<\/a><\/p>\n How to Improve Your Chairside Manner and Create an Elevated Dental Patient Experience<\/a><\/p>\n The patient experience improves when you get more intentional with understanding your patient\u2019s expectations. In many instances that relies on how you manage your patient data<\/a>.<\/p>\n You might find a cloud solution like Denticon to be effective for data monitoring and overall dental practice management.<\/p>\n\n
Patient Data Gives You Insight Into Their Expectations and How You Can Improve Your Patient Experience<\/h3>\n