How to Enhance Your Patient Experience in 5 Easy Steps!
2019 is the year to differentiate yourself in private practice, jump on board!
1. First impressions.
Take some time to visit/call surrounding practices and tally how many individuals should actually be in their inherited roles at the front desk. It takes one habit of one individual to put a damper on your most important practice metrics. Put aside emotions and take time to re-structure and coach.
2. Amenities.
If you don’t have at least 5 of the following you have some shopping to do. Noise cancelling head phones, TV’s/tablets, warm facial towels, hand wax, cookie/coffee bar, hot stones/aromatherapy, warm blankets/pillows. Can’t afford the “fluff”? Then your patients can’t afford to spend time talking to others about how wonderful your practice is.
3. Care calls.
Your patient has invested in dentistry, undergone periodontal therapy or had their first visit. A small token of appreciation will go further than you know. Pick up the phone to follow-up, you won’t regret it.
4. Greeting them vs. calling them.
“BRENNNNDAAAA”! How many of your team members “call” their patients back vs. personally approach to “greet” them. Know the difference, feel the change.
5. Know them, KNOW them, kNoW them.
The patient has been faithfully coming for the last __ years yet we still ask if they have a dog, wear a guard, and use an electric toothbrush. Know them, enlist trust with them, your treatment acceptance and recall metrics will thank you.
Patients expect team members to treat them with respect, provide quality care and be punctual with appointment times. What they don’t expect is for you to anticipate their needs. Strive to anticipate and create the WOW factor that will leave your patients ready to accept treatment, keep their continuing care appointments and send referrals!
About the Author // Shannon Snell
As a Dental Hygienist practicing in over 40 offices early in my career I identified a need for smooth practice operations that stemmed from employee engagement, patient care and effective leadership. After 10 years in the industry practicing as Dental Hygienist, managing a highly productive private practice, consulting with various local firms, and running one of the most successful professional staffing and recruiting companies in Minnesota I identified the dire need of a local resource to help Dentists own their practice, time and future.