Why Improving the Overall Quality of Your Patient Experience can Help Grow Your Practice while Making Patients Happy

It’s easy to assume you know what your patients want from their dental practice. And we often think about whether they are happy with the procedure they had done. But really, patients expect a great experience from the moment they first interact with your practice for an appointment to when they get in their car to leave.

What does this mean for your dental practice? We’ll take a look at how you can create a great patient experience from start to finish that makes your patients feel valued and cared for. 

Why Creating a Great Patient Experience Matters

Patients want to feel taken care of and that they aren’t just a number. When your patients feel great about their appointment from the moment they schedule the appointment to when they walk out the door, that helps improve patient retention and word-of-mouth referrals. And that means good reviews and growth for your practice. 

How to Create a Quality Patient Experience

1 | Treat the Person

Make it a point to greet people by name and use their name in conversation. Talk about their hobbies, their last vacation, or whatever small talk your conversation goes to. Make notes about your patient on personal details you think might be helpful to strike up a conversation at future appointments, like asking about their kid’s softball team. 

2 | Ease of Scheduling

Make it easy for patients to schedule an appointment in a way they like best. That means offering calling in to schedule or having an online scheduling option for those who prefer to not speak on the phone to schedule their next cleaning. Don’t forget to employ reminder calls or texts, which patients find helpful and also reduces no-shows.

3 | Make the Wait Comfortable

Make your waiting room comfortable. The dentist can be scary for many, so have plenty of magazines, toys for kids, or a TV that can help people busy their mind with something other than the dentist drill. Offer bottled water or coffee in the waiting room and use soft lighting that helps soothe an overactive nervous system. 

4 | Go at the Patient’s Pace

When you have patients who get a little nervous, try to go a bit more at their pace. This may mean that you need to schedule extra time for these patients, but it also means they will leave feeling like you cared about their comfort. Be sure to explain what you are doing before doing anything, especially for nervous children or a new procedure for someone. 

5 | Make Checkout/Billing a More Positive Experience

Ensure your front desk staff take the time to go over billing options and questions with your patients before they leave. If it’s a big or costly procedure, make sure staff go over billing when the patient books the appointment. This is a proactive step so people don’t feel like they are being taken advantage of monetarily and gives them a sense of control over their pocketbook.

6 | Use Rollens

Dental appointments can come with harsh lights and splashes of fluid that could get in the patient’s eyes. Using Rollens offers superior protection for patients thanks to the grip-flex design. The contoured shape holds gently to the face and grey lenses help protect the eyes from bright lights. They are more hygienic and you don’t have to worry about cleaning protective eyewear between patients. Plus, patients can walk out the door with them if they want! 

Final Thoughts

Patients want a great experience and to feel like their comfort and health are your top priority. By focusing on the overall patient experience, you can increase patient retention and word-of-mouth referrals. When patients feel like you care and are happy with their experience, they are more likely to return and to tell their friends and family about your dental practice!