Dentistry, like other medical practices, is far more than treating patients. Although this is a critical aspect, there are many different elements dental practices should include in the overall experience.
A key aspect is ensuring that the patient is at ease, comfortable and has the best possible experience.
This article will share some practices we employ to provide an absolute patient-centric experience.
First Impressions Count
The customer's initial experience with your dental practice will form a significant part of the overall experience. That is why at Kew Road Dental, based in Richmond, we ensure that from the moment patients walk through the entrance, they feel relaxed, comfortable, at ease and confident in our abilities. Some of the practices we embrace include:
Aesthetics
As patients walk through the front door, they need to be instantly impressed. This can be achieved using calming and welcoming colours and with a meticulously well-kept, spotless interior. The lighting scheme should be subtle, natural and relaxing.
Greeting
A warm and engaging welcome to patients, using their names to make them feel valued and not just a number. Engage with them and help put them at ease. If required, offer to help them complete any paperwork.
Process & Procedure
Explaining the process and procedure is essential for all patients, especially first-time patients new to the practice. It is vital to help them understand why they need the procedure, what will happen, and how long it will take, as well as address any concerns or reservations they might have. Through our experience, we've found that discussing the benefits of a dental procedure with patients helps put them at ease and understand how it will improve their oral health.
Clear Communication
Unambiguous and clear communication is vital for any business, especially for the dental industry. It is essential to make sure that the language used is jargon-free and easy to understand. Create custom materials such as videos, infographics, or written documents to help with patient understanding. Patients who fully understand the procedure are far more likely to feel more comfortable and at ease.
Just as important is the dentist's listening to their patient, fully taking in any concerns they might have and helping to allay any fears.
Minimise Noise & Distraction
Often, due to the media and stereotypes, people associate dentists with the sounds of high-pitched equipment, which can cause anxiety. At Kew Road Dental, we understand the importance of patient comfort and the need to create a relaxed and stress-free experience. Some of the strategies that we actively employ to help patient anxiety include:
- Soundproof rooms so patients waiting for their appointment cannot hear dental equipment during operation.
- Ergonomically design the dental practice so that ‘noisy’ areas are separated from the more quiet rooms (waiting area).
- Create a relaxed atmosphere by playing classical music.
- Sensory distractions through televisions.
- Use a diffuser to create a calming scent.
Implementing patient distractions makes creating a far more relaxed and enjoyable experience possible.
Personalise The Experience
Creating a personalised experience doesn’t just help improve patient experience. It also creates a positive impression on the dental practice. We employ simple yet highly effective strategies to help personalise the patient experience.
- When addressing the patient, call them by their name.
- Contacting the patient using their preferred method.
- Respect any cultural considerations that might be relevant.
- Personalise the experience by remembering important information, such as allergies.
- Change the TV or music to their liking, and ask them what they would like.
- Ask for feedback relating to their experience.
After Treatment Care
The initial appointment and procedure are just part of the dental experience. Post-treatment care is essential in improving outcomes and forms part of the overall experience.
Post Treatment Instructions
No matter the reason for the visit, a checkup or root canal treatment, it is important to provide aftercare instructions to the patient. It could be simple advice on brushing or effective pain relief measures. Post-treatment instructions enhance patient outcomes and make patients feel more relaxed and comfortable by providing guidance on how to improve their recovery.
Check-In With The Patient
A follow-up call should be scheduled to check on the patient's progress and any concerns they might have.
Summary
At Kew Road Dental, we take great pride in the care and comfort of our patients. Providing a dental experience that exceeds patients' expectations is always our goal. Please contact us anytime if you have any questions relating to this article or dentistry in general.