The idea of visiting the dentist is not an inviting prospect. For some people it is an appointment that fills them with fear and dread; for others, it is something they forget about almost as soon as it is over. None of these scenarios reflect a positive customer experience, so how does a dental practice go about making themselves stand above the rest?
Is there a way to make patients feel positive about their visit to the dentist? If so, this could increase the number of patients returning to visit you, increase the regularity of their appointments, and boost your reputation in the community.
This article highlights four ways to improve your customer’s experience when visiting your dental practice.
1. Make sure patient safety is top of your priority list
First, every reputable dental surgeon has to be on top of their game regarding hygiene standards, simplifying infection control, and general safety. Take time to assess all your obligations and identify where you could improve. You can then implement cleaning procedures, and fire safety precautions, and take action in any other necessary areas of health and safety.
2. Create an inviting and comfortable space
The stereotypical image of a dental clinic is plain, sterile, and devoid of personality. While this is understandable in a clinical environment, there may be ways you could make your practice a more pleasant place to be. For example, in your pre-treatment waiting room you could replace plastic chairs and white walls covered with informational posters with comfortable armchairs or couches, fresh flowers, massage chairs, and a TV, and offer freshly made hot drinks.
You could even create a post-treatment room where patients can enjoy soothing music or sounds, hot towels, and aromatherapy candles to help boost their mood before they leave. Make the experience memorable for all the right reasons and you might just become a talking point in their home or workplace.
3. Educate and inform
When you live and breathe dentistry all day long all year round, it can be easy to forget that not everyone shares the same knowledge as you and your staff. You could provide extra care to your patients by educating patients whenever possible. You may also help more anxious patients by explaining treatments and taking the time to listen to their concerns. If you will display leaflets or models, make sure they are up to date and engaging, or better still consider playing videos or having educational software or games for children on tablets in your waiting area.
4. Diversify your communication channels
In today’s world of instant messaging and live social media people become quickly frustrated if they cannot get the answers they need. Having a receptionist answering a single phone line between the hours and 9 am and 5 pm is no longer enough if you want to provide top-quality service. You should consider offering a 24/7 phone line where patients can leave messages or reach you in an emergency and an email account or web chat function on your website. You may be able to hire a virtual receptionist to answer these queries and calls outside of normal office hours.
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