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Survive the Recession By Perfecting the Patient Experience
Posted Oct 26 2011 10:09pm
With the recession in full swing, it has become increasingly more difficult for dentists to increase the number of patients which they are serving. But the need for dentists won’t be extinguished just because of the present economic woes. There will still be a need for dentists to fix broken or chipped tooth, do root canals and whiten our pearly whites. It’s just that patients aren’t as willing to opt for dental procedures unless if circumstances really warrant them. And when they do decide to have something done, they are more wary over which dentist they would entrust the job to.
Because of the way that patients have evolved, there is greater need for dentists to impress them. To do this, every dental practice should have a concept of what the ideal patient experience is. Remember that patients are not just after dentists who are the most skilled and the most qualified, although they do consider these factors. However, they’re also after an experience which they are sure to never forget. Here are a few things to be on a lookout for when creating that patient experience.
Never ever underestimate the power of the first impression. If you are on a campaign to blow the socks off of your patients’ feet, then it’s always a good thing for you to make a first impression which they will never forget. Most patients reach out to the practice which they are considering by using the phone. So make sure that your front office worker knows exactly what to say when a prospective patient calls. You can hand over a script if necessary. It’s always a good thing to have someone from your staff call up your patient before the initial visit as well just as a form of reminder and a show of your eagerness to cater to them.
After you have managed to get a prospect to visit your clinic through the phone, it’s time for you to put your best foot forward. Try to place yourself in the position of your patient in order for you to come up with an idea of what they want to see or experience when first stepping into your office. Evaluate the physical state of your reception area and front desk. Do you think that you have an inviting enough space? How about your office and your clinic? You’ll be spending a good amount of time with your patient in that part of the office, explaining to them your diagnosis and proposing treatment plans, so make sure that your space doesn’t scare off patients.
You’ve met with your patient, found out what’s wrong with them, and now you’re ready to propose to them a treatment plan. Try to build strong rapport with your patient to facilitate an open, comfortable flow of conversation. Make sure to discover the things which your patients value and regard as important. And then present your treatment plan in a manner which would appeal to their sensibilities. Get your patients to make a verbal commitment and then congratulate them on their decision to value their dental health.
We’re of course just scratching the surface here. Do you have some tips you’d like to add? Please leave them in a comment below.
With the recession in full swing, it has become increasingly more difficult for dentists to increase the number of patients which they are serving. But the need for dentists won’t be extinguished just because of the present economic woes. There will still be a need for dentists to fix broken or chipped tooth, do root canals and whiten our pearly whites. It’s just that patients aren’t as willing to opt for dental procedures unless if circumstances really warrant them. And when they do decide to have something done, they are more wary over which dentist they would entrust the job to.
Because of the way that patients have evolved, there is greater need for dentists to impress them. To do this, every dental practice should have a concept of what the ideal patient experience is. Remember that patients are not just after dentists who are the most skilled and the most qualified, although they do consider these factors. However, they’re also after an experience which they are sure to never forget. Here are a few things to be on a lookout for when creating that patient experience.
Never ever underestimate the power of the first impression. If you are on a campaign to blow the socks off of your patients’ feet, then it’s always a good thing for you to make a first impression which they will never forget. Most patients reach out to the practice which they are considering by using the phone. So make sure that your front office worker knows exactly what to say when a prospective patient calls. You can hand over a script if necessary. It’s always a good thing to have someone from your staff call up your patient before the initial visit as well just as a form of reminder and a show of your eagerness to cater to them.
After you have managed to get a prospect to visit your clinic through the phone, it’s time for you to put your best foot forward. Try to place yourself in the position of your patient in order for you to come up with an idea of what they want to see or experience when first stepping into your office. Evaluate the physical state of your reception area and front desk. Do you think that you have an inviting enough space? How about your office and your clinic? You’ll be spending a good amount of time with your patient in that part of the office, explaining to them your diagnosis and proposing treatment plans, so make sure that your space doesn’t scare off patients.
You’ve met with your patient, found out what’s wrong with them, and now you’re ready to propose to them a treatment plan. Try to build strong rapport with your patient to facilitate an open, comfortable flow of conversation. Make sure to discover the things which your patients value and regard as important. And then present your treatment plan in a manner which would appeal to their sensibilities. Get your patients to make a verbal commitment and then congratulate them on their decision to value their dental health.
We’re of course just scratching the surface here. Do you have some tips you’d like to add? Please leave them in a comment below.