“Take care of the patient, and everything else will follow.”
Thomas Frist, M.D., co-founder of HCA Healthcare
Nowadays, we are providing more than dental appointments, we are providing patient experiences. The patient experience is more than a buzzword. It has been proven that positive patient experiences increase health outcomes and decrease patient complaints.
But what is the patient experience? Although there is no established definition, the patient experience is more than just providing care; it is how well the patient feels cared for.
Dentists have long been focused on “patient best practices,” seeking to find ways to improve the experience that patients have in their clinic while receiving treatment. They often refer to healthcare guidelines for valuable tips and advice to achieve this objective of enhancing the overall patient experience. While leveraging healthcare expertise remains crucial, exploring innovative ideas beyond the said guidelines can be incredibly beneficial.
In today’s healthcare landscape, patients have an abundance of options for dental care, and the internet allows them to easily research and compare. Implementing specific measures can help potential patients discover your services and establish confidence in your practice even before their initial visit. These days, Patients seek more than just dental treatment—they desire a positive overall experience. Establishing trust is paramount; if patients perceive a lack of care, expertise, or trustworthiness, they might experience dissatisfaction and opt not to return.
Let's get an inside view of Patient Experience in the Dental practice from the Industry Leader
UserEx Consulting joined forces with Dr. Uday Ganatra, an esteemed Dental and Healthcare Management Consultant renowned for his expertise in Digital Dentistry and Healthcare Fintech to discuss why customer experience matter in Dental Practice. With over 22 years of exceptional experience, Dr. Ganatra has made remarkable contributions to the healthcare industry, particularly in the domains of Dental and Healthcare Fintech businesses.
Dr. Ganatra is a visionary leader, known for revolutionizing the healthcare landscape through groundbreaking technological advancements like Digital Dentistry, Dental Clear Aligners, Intra-Oral Scanners, and Cad-Cam. His entrepreneurial spirit, combined with deep industry knowledge, has consistently driven success in various projects and initiatives, often predicting and adapting to future trends in Clinical Dentistry and the Business of Dentistry.
Dr Uday Ganatara ( BDS, MBA ,PGDMLS )
Contact Number +91 98203 78238
Email id ugconsultancy@rediffmail.com
LinkedIn Profile https://in.linkedin.com/in/uday-dentalhealthcaremanagementconsultant
Skype ugconsultancy
‘Invest in your smile, you wear it everyday’
With a focus on patient education and operational efficiency, Dr. Ganatra an eminent figure in dental world added invaluable insights to our collaboration, on the importance of customer experience within the dental industry, enriching our understanding and vision in this dynamic domain. His expertise is instrumental in shaping our strategies to enhance industry practices and deliver exceptional value to our clients.
Let’s get the sneak peek of the Dental World
Well, it’s rightly said that The Patient Experience starts before a Patient even sets foot in a Clinic. Its indeed a very crucial aspect of healthcare service delivery that commences well before the patients show up. Nowadays, it’s not just about making patients satisfied; it’s about wowing them to stand out.
One significant dimension of this experience is the pre-visit phase, wherein patient expectations are shaped by various factors depending on the referral source. Patients referred by existing patients or relatives already possess certain expectations about the service based on the referral. The moment they initiate contact with the clinic, they are anticipating a specific standard of service.
Similarly, patients reaching out through social media are influenced by the posts and content they come across, which sets a benchmark for the service they expect. Factors like clinic accessibility, parking availability, and the surrounding neighborhood are vital for walk-in patients and contribute to their preconceived expectations.
No matter where the patients come from, they have certain expectations even before stepping inside the clinic. This understanding underscores the importance of crafting a comprehensive and exceptional patient experience that encompasses all touchpoints, both online and offline, to ensure patient satisfaction and loyalty. This is why providing an exceptional patient experience is so important. It’s about meeting and exceeding these expectations at every step.
Did you know that 80% of patients will look for another clinic if you fail to provide a great patient experience and their expectations of convenience are not satisfied.
Focusing on a positive patient experience in dental practice is not only about enhancing patient satisfaction but also about fostering trust, improving communication, promoting treatment compliance, and ultimately contributing to the success and growth of the practice.
The significance of Patient Experience in Dental Practice cannot be overstated. Initially, its importance may vary based on the need for dental services. While it may not be immediately crucial for need-based dentistry, over time, its significance grows. However, for want-based dentistry, it is of paramount importance. In today’s digital age, patients have easy access to information, and the experience they receive forms the basis of their word-of-mouth marketing, influencing future patients.
Moreover, Patient Experience significantly impacts the success of the treatment and the proper adherence to follow-up care, both of which are critical aspects within the field of dentistry. Therefore, prioritizing and enhancing the patient experience in dental practice is not only beneficial for the present but also essential for long-term success and positive outcomes.
Do you know Dental anxiety affects 36% of the population, whereas 12% of people suffer from an extreme dental phobia. Personalization could help overcome this fear and get into the dentist’s chair anxiety-free and thus lead to a seamless Patient experience and reconsideration. This is one of the most sought-after experiences in patient journey.
An exceptional in-patient experience at a dental clinic is a seamless orchestration of several critical components such as :-
Ease of Scheduling and Accessibility:
Streamlined appointment scheduling processes and accessible communication channels ensure that patients can easily book appointments at their convenience.
Clear Communication and Education:
Providing clear, jargon-free explanations about procedures, treatments, and oral health educates the patient, empowering them to make informed decisions and alleviating any fears or uncertainties.
Professionalism and Expertise:
Demonstrating expertise, professionalism, and competence in dental care instills trust and confidence in the patient, ensuring they feel secure in the hands of their dental care team.
Empathetic and Caring Staff:
Having a compassionate, empathetic, and friendly team of dental professionals who understand and address the patient’s emotions, fears, and anxieties fosters a sense of trust and comfort.
Follow-Up and Post-Treatment Care:
Providing clear post-treatment instructions, follow-up calls, and continuous support to address any concerns or questions after the visit demonstrates a commitment to the patient’s ongoing well-being.
An exceptional in-patient dental experience is about creating a holistic journey that goes beyond just dental treatment, focusing on the patient’s overall comfort, trust, and satisfaction throughout their time at the dental clinic. These days evolving technologies and digital innovations are also taking the forefront in shaping the future of Patient Experience in dentistry, and revolutionizing how patients interact with dental services and enhancing their overall satisfaction and engagement.
Telemedicine and virtual consultations offer accessible initial dental advice, reducing time and travel barriers. Artificial Intelligence (AI) analyzes patient data for personalized treatment plans and streamlined scheduling, optimizing efficiency. Augmented Reality (AR) and Virtual Reality (VR) educate patients about procedures, reducing anxiety and enhancing comfort. 3D printing and digital impressions improve precision and comfort in dental models and prosthetics.
IoT enables smart dental devices, empowering patients to manage oral health effectively. Blockchain secures health records, enhancing data sharing and streamlining billing. Enhanced communication platforms facilitate easy patient-dentist interaction, improving accessibility and satisfaction. Robotic dentistry enhances precision and efficiency in procedures. Data-driven personalization tailors patient engagement, strengthening the patient-dentist relationship. Incorporating these innovations promises a future with efficient, personalized, and comfortable patient experiences, driving satisfaction and better oral health outcomes. These technologies are set to fundamentally transform the customer experience in dentistry in the coming years.
By leveraging technology and focusing on how we can deliver 5-star services to our patients, an excellent journey could be curated. So here top 5 proven tips to improve Patient Experience for Dental clinics: –
- Did you know – 62% of users trust a dentist with a strong social presence, so it’s of paramount importance to build a strong presence.
- Streamlining the processes that require patients’ involvement such as appointment scheduling, follow up and cancellations, payment ease.
- Effective communication and Patient education in an interactive and engaging way by leveraging technology such as Augmented Reality, Virtual Reality.
- Personalize Dental appointments and optimize patient experience with psychographic segmentation.
- And most importantly, go beyond Patient expectations, and make them feel valued and build trust.
All the touch points – from building presence to the way we communicate – are centered on providing a positive patient experience.
Well you just learned some great ways to create a positive patient experience. Now it’s your turn !
Transform the dental appointment into a patient experience with UserEx if you are looking for best Customer Experience strategy for your Dental Practice.
