A dental practice is nothing without its patients’ smiles. Happy patients mean more recare appointments, more referrals, and greater revenue. It is important to build a strong rapport with each and every existing and potential patient, which means doing more than providing various magazines to read in the waiting room. While a clean, friendly, painless, and efficient visit to the dentist is expected, there are several other factors that can make or break the patient’s experience.
Here are the top five things that make a major difference to patients:
1. Birthday Greetings. It seems so simple, right? And it is! Remembering a patient’s birthday is one of the simplest ways to show them you care. Not only does it prove your patients are in your thoughts, but it also keeps your practice in theirs! You can take the time to create a mailer, or you can go with a personalized email or text message greeting service to save time and money. Either way, you can bet patients will feel a deeper sense of closeness and loyalty as a result.
2. Décor. Your office is a direct reflection of your services. This means more than just clean floors and a TV in the waiting room. If the décor of your office is outdated, sterile, and thoughtless, it may be deterring your patients. Creating a modern and inviting atmosphere from the moment patients enter your office will likely have an immediate impact on their demeanor. Consider frequently updating practice décor, just as you would your equipment.
3. Keep in Touch. Perhaps one of the biggest ways to win your patient over is to remind them that they are much more than a file in a cabinet. Making an effort to ask questions and getting to know them reminds them they are in good hands. Also, following up with appointment reminders when they are overdue for a visit — or even sending a targeted newsletter — shows they are in your thoughts. The point is to let them know they are not forgotten.
4. Accessibility. Too often, patients have questions regarding their post-operative instructions, billing, or appointment-scheduling and have nowhere to turn. Creating an accessible medium for them to get access to this information — even when your practice is closed — is appreciated and beneficial. Phone calls can often mean a long hold time. However, having an online portal or updated website where the practice and patients can communicate is useful. In this digital era, patients demand quick answers and information. Allowing them to email, text questions, or pay bills online makes it easier on them and your practice.
5. Social Media. The majority of patients are now active Internet users, and whether you like it or not, your practice is being talked about online. Keeping in the loop through social media and online review sites allows you greater control of your online reputation. Furthermore, social media sites are a great way to keep in daily contact with your patients and let them share their experiences.
Show me a satisfied patient and I’ll show you a successful practice. While state-of-the-art treatments and skilled professionals are the heartbeat of any dentistry practice, communication, relevancy, and rapport give it the competitive edge to truly succeed. Consider re-evaluating your practice on a regular basis to ensure you are still doing all you can to satisfy your patients.
