The Truth about Your Patient Experience

According to Harvard Business School, there is one key measurement in business: How likely are your patients to recommend others to your business, on a scale of 1-10?

They suggest if this rating is 9 or 10, you’ve got a great practice. They also suggest if it’s less than 9, you’re not working hard enough on your patient experience.

I continue to see dentists who maintain strong dental businesses and also grow their businesses through truly great patient experiences.

Every patient visit is an opportunity to make a lasting impression. One which keeps them coming back and also encourages them to tell others about their experience.

I recommend you begin the process of enhancing your patient experience by viewing it as a ‘journey’. One which starts with a new patient contacting your business to make an enquiry.

You can get your team together to look at each ‘step’ in the journey. From the initial contact with the practice, how the enquiry is dealt with and what information is provided, to your new patient visiting your practice for the first time and so on.

The patient journey continues right to the end, when treatment is complete and a follow-up phone call is made to ask how they are feeling.

It’s important you work with your team to build in excellence at every point, supported by your working systems and each member of your team.

If you’d like to discuss this team approach further, I’ll be glad to give you some pointers. Just leave your query or request in the box below and I’ll get right back to you. You can also email me at [email protected].

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