Why is it that some dental practices maintain healthy growth year over year while others in the same area struggle?  Is it location, a professionally decorated office, state-of-the-art technology, a highly experienced and educated team, do they accept every insurance known to man-kind or are they a fee for service practice?  If this is the case, how does it explain the practice that is in a mediocre location, the office is neat and clean but relatively plain looking, with middle of the road technology and yet they continue to grow their production and patient base year over year?  It is the one thing every practice can provide their patients and it is free – a World Class Patient Experience. 

The ‘WOW’ Experience is achievable for any practice that follows a few simple steps:

  • Be The First To Greet

Greet patients immediately, smile and make eye contact. This demonstrates respect and an appreciation that they have chosen you.  A patient in the practice should be our first priority. Keep in mind, their time is valuable. (“It’s great to see you again, Ms. Happy Patient, how have you been doing?”)

  • Listen

Focus on what the patient is really saying.  Listen to their words, tone of voice, body language and acknowledge how they feel. (“I can certainly understand how you might feel________”)

  • Observe

Treat each patient as an individual. Always use their name, as Dale Carnegie states in his book How To Win Friends and Influence People.  “A person’s name is to that person the sweetest and most important sound in any language.” Be genuine and sincere, it creates trust.  Patients can sense whether or not you really care about them.

  • Be Helpful

Provide the patient with an overview of what their experience will include. If a patient is having a bad day, go out of your way to make them feel comfortable.

  • Ask Questions

Identify the patient’s needs by asking meaningful questions.  Effective listening and your undivided attention are extremely important.  Do not make assumptions.  Allow your patient to tell you what their needs  and concerns are. (“Mr. Happy Patient, what’s most important to you__________”)

  • Problem Solve

Appreciate the power of ‘yes’.  Always look for ways to help your patient. Disney, The Ritz Carlton and Nordstrom are all experts in customer relations by problem solving using a mindset of, ’it may not be my fault, but it is my problem’.  Deal with problems immediately and let your patient know that you have done so. (“Here is how we can help you, ________”)

  • Build Rapport

Make a connection with your patient.  Most patients buy good feeling and solutions to problems. The more you know about your patient, the better you become at anticipating their needs.

  • Take the Extra Step

Give more than is expected by thinking of ways that elevate your practice above others. What can you give your patient that is totally unexpected, and they cannot get elsewhere?  Simple is always best.

  • Feedback

Get regular feedback from your patients. Encourage and welcome suggestions on how you could improve.  We cannot continue to be successful if we do not meet the needs of our patients. (“We are continually trying to improve our patient’s experience and would love to get your feedback__________”).

  • Passion

Passion enables you to overcome obstacles.  It fuels the fires of inspiration and makes the heart and mind open to changes all around us.  It recharges our purpose and mission for being here.

Success is measured by each individual patient’s experience and outcome. Your commitment and dedication to a world-class patient experience will cultivate complete confidence in you and your practice. 

About Fortune Practice Management:  Fortune provides an unparalleled combination of training, coaching, management and support systems designed to enrich the professional, personal and financial lives of health-care professionals.  If you would like more information, contact Liz Berchtold at liz.berchtold@fortunemgmt.com or call 864.921.2887