The popular saying goes, customers remember the service a lot longer than they remember the price and as the dental industry continues to grow increasingly popular and competitive, more and more dental practices are establishing different strategies to stand out from the rest, from price wars to marketing initiatives. However, getting patients through the front door is only the first step of the ongoing success of your practice. The most important step to get right is to make sure your patients return!
.jpg?width=799&name=O69A0077-Edit%20reszied%20(1).jpg)
The normal attrition rate for dental practices is one of the highest in health care, and while some attrition is natural, another cause of patients leaving is due to unsatisfactory experience with a practitioner or practitioner's team. Patient retention is a critical component of your practice success. In today's dental climate it's vital for practitioners to put all effort into the value of their current patients by delivering positive care experiences. It's important to set your dental practice apart from the rest and happy patients can help you achieve that, after all, where would you be without your patients?
In this article we'll delve into the simple ways you can keep your patients smiling.
Desirable space
A good first impression will start as soon as your patient steps foot within your practice, with the design and image of your practice contributing to your patient's overall satisfaction. The design of your practice communicates the practitioner's attention to detail and supports the delivery and high level of quality care they will receive. This is especially important for first-time patients as they are yet to judge you based on the service they've received. Their first impression will be based on the space they occupy.
The level of comfort and satisfaction of your patient will be shaped by how they perceive their environment. Put yourself in your patient's shoes, would you prefer to sit in a waiting room that was neglected and outdated, or would you prefer to sit in a modern and comfortable waiting room that makes you feel more at home? Now ask yourself, does my reception and waiting room best communicate and reflect the level of care and service my patient will receive?
Heading to a dental practice can be daunting at the best of times, so having a relaxed environment can help ease anxiety and put your patients' mind at ease well before they even step foot into the practitioners' room. The design must reflect attention to the details that will help create a sense of trust and comfort, while still offering patient privacy. Ceiling and lighting design, colour selection, and material furnishings are all key to achieving an inviting and appealing practice environment. With dentistry becoming increasingly competitive, the difference between you and your competitors could come down to the design.
Effective communication
While the design of your practice is sure to leave your patients with a lasting impression, effective communication is a critical element that is often undervalued and taken for granted. Your communication skills can keep your practice at the forefront of a patient's mind when they're thinking of recommending you as a dentist, hugely affecting a practice's long term growth and success.
Implementing a patient-centric approach by making it convenient and easy for patients to visit and interact with you can help to establish a strong patient and practitioner partnership. This approach can be adopted well before your patient steps foot inside your practice and can continue long after they leave. Like all relationships, the strength of your relationship with your patients rides on how well you communicate with them prior, during, and after their appointment.
Communicating with new and retained patients regularly can be accomplished in a few simple ways:
Sending reminders
A reminder prompt before an appointment which includes the patient's appointment time, instructions to the practice, and contact number is a simple yet effective way to let people know that you respect their schedule, and makes for good office and calendar administration. After all, a patient forgetting about their appointment doesn't make for a positive experience for both patient and practitioner. Communicating with your patients prior to an appointment allows time for them to prepare for their appointment and if needed, reschedule for a more suitable time or date. Providing the opportunity for patients to do this is vastly better than a no show. As small as the prompt may be, this can be the start of a positive patient experience and something they will value.
Follow-up message
The ultimate goal of any practice is to build a sense of trust and community, so your patients feel good about being part of your practice. As the dental industry continues to grow increasingly popular and competitive, showing that you value your patient's time by sending a simple thank you message could make all the difference when a patient decides to return. A follow-up message can also provide a way for you to communicate any important information you may have discussed with the patient, or that you wish to inform them about following the appointment. This simple gesture shows that you care for your patients well after they have left your practice, giving them even more reason to return in the future.
Patient notes
Nobody wants to feel as if they're just another patient in a long list of appointments. Setting aside five minutes of your time after your patient leaves to write key notes allows room for you to follow-up with them the next time they visit. On returning, you can use your patient notes to discuss past treatments, allowing you greater confidence when discussing the present and possible future needs. Your patients will feel like they are in the hands of someone who knows and understands them and so being able to easily provide that information by looking back over patient notes can help to ease their minds. It's also a great way to cover any questions or queries a patient may have over existing or past treatment.
Regular newsletter and website updates
Regular newsletter and website updates are an effective way to celebrate and share any successes within your practice, with your patients. It can give them a sense of inclusion and pride in the success of the practice they are involved with. An email newsletter should feel like an update from an interesting and helpful friend; a way for your patients to stay up-to-date with your practice, and feel like they are a part of a tight-knit community. You'll be surprised how much interest your patients have in your practice, receiving a newsletter, or noticing a new update on the website can help to maintain a relationship with your patients away from the clinic. Patients who have that connection with your practice are more likely to refer their friends and family.
First-time patients are looking for convenience and often refer to a practices' website for information regarding opening hours, address, price, practice staff, and other relevant information. Making sure your practice is present when patients search for you online will benefit both patient and practitioner, for instance, a Google My Business account allows your business profile to appear when someone searches for dental clinics online. Not only is it an affordable marketing tool, the convenience of a map, phone number, opening hours and images of your practice find and contact your business and patients will appreciate the ease in which they find the information they need promptly.
Experience
Patient experience should be at the forefront of every visit. Think about the mindset of the patient walking into your dental practice. Are they anxious about the treatment they are about to undergo? Are they worried about the price of their visit? With the many questions and worries they may have running through their head, this is your chance to create a lasting impression by building trust and confidence, the emotional balm to help soothe patients' anxiety!
The value you can place on a quality team speaks volumes on the service your patient will receive. Training your front of house staff at reception to carefully listen to each patient's needs and concerns during check-in ensures your patients feel valued. An unhappy receptionist or an unprofessional check-in process can leave a negative lasting impression. It is vital that every patient experience is a positive one to help secure their repeat returns, and also to encourage them to refer their friends and family. Successful practices sustain a culture of respect, leaving no room for anyone to feel that they are an intrusion to the busy office environment.
Modern equipment
With the continued increase in expectations, it's important to distinguish your practice as high-tech which includes everything from booking tools to scheduling software. By offering the latest technology and modern equipment you are once again communicating to your patients that they are receiving the highest level of quality service and care for patients. Finding a trusted and knowledgeable dental equipment supplier can ensure you are using the best tools and equipment and will provide the support and expertise to complete your project successfully.
If you are planning on opening a new dental practice and don't know where to begin then read of our free digital guide packed with advice to help you grow your dental practice.
As you can see, positioning your dental practice as an integral part of your patients' lives will encourage regular visits, create loyalty, and increase referrals. The easier your patients' experience is, will reflect your patient's overall satisfaction. From winning over a competitor's client to making sure your clients love the service they receive in a space they love, to referring your practice to friends and family are all benefits that come with keeping your patients happy!
