Surpassing the “been there, done that” dental visit …
Numerous studies have shown that the way patients rate their level of satisfaction with services provided is largely based on the depth of emotional connection they have received. Patients rate connection and care as “very important” on the scale of what they expect.
Visiting the dentist can often cause the emotions to run high with anxiety, dread, fear, upset or excitement. Both physical and emotional needs must be met in order to build the level of trust and participation that is necessary to achieve long term patient loyalty, while increasing the frequency of visits.
The service satisfaction model alters the patient’s thoughts and feelings from a “been there, done that” dental visit to an experience that will exceed their expectations.
Exceeding their expectations involves the ability to anticipate their needs and respond before being asked, showing confidence, personal interest, compassion, empathy, respect of their time and thoroughly understanding the patient.
Consider the following levels of connection:
PERSONAL: They expect you to know who they are by name and that you care about them as a person, as opposed to a number. Take the time to learn about their family, occupation and what they do for fun in order to make a connection before discussing the dentistry and fees.
TIPS
• Prepare for their visit by reviewing the schedule.
• Review their records and gain some background on their family.
• Communicate relevant personal information to colleagues.
HUMANE: Characterized by kind behavior, mercy, compassion and consideration for them while inflicting as little pain and discomfort as possible. Support them with caring to alleviate their fear and anxiety about their clinical status, treatment and prognosis.
TIPS
• Participate in community building or philanthropy
• Be mindful when working in their oral health
• Don’t make the first contact about finances
• Don’t argue with the patients—their concerns are valid!!
For more information, please visit: http://transitionsonline.com/blog/tuesdays-with-transitions/exceeding-patient-expectations.html.
By: Transitions Group North America
