Communication is Key – Enhancing Patient Experiences
Much of the success of our dental practice is based on the quality of how we listen and respond to our patients and our team. Communication is key to providing an exceptional patient experience. It starts with the very first phone call our patients make to our practice and continues all the way through the follow-up for future appointments.
Communication is Key from the First Contact
The very first communication we have with our patient is most likely over the phone. Every phone call sets the tone of their next experience, whether they are a new or returning patient. People may not remember exactly what you said or what you did, but they will always remember how you made them feel. Can you think of a time when you called to make an appointment and weren’t listened to or rushed off the phone? This experience makes us feel unimportant and like we won’t get what we need. After all, the person didn’t take the time to find out what that is!
On the other hand, have you ever had the opposite experience where a person spoke slowly, or at least not rushed, and sounded like they were happy to hear from you? Like they took the time to find out exactly what you needed? These experiences leave us feeling valued and cared for. Our patients deserve this kind of experience every single time they call or visit our dental practice. We need to take the time to listen to them, let them know we understand their needs, and address them accordingly. Good listening skills are an imperative part of communication and are critical in these moments.
Preparation Enhances the Patient Experience
Once the patient is on the schedule, having a morning huddle is essential to the success of the day. Go over the details of the patients coming in, such as: reviewing who/where they were referred by/from, if they are new to our office, knowing if they saw the specialist we referred them to, if they have upcoming appointments or unscheduled treatment, if they had any issues we need to follow up on, or even if they just came back from a vacation or got a new dog are all important to communicate with the team. These things let patients know they are not just a number, but that they are valued as human beings. It means a lot to patients when we remember what they were dealing with both dentally as well as their lives in general.
Another great way to keep continuity of care and communication flowing is a proper handoff. For example, if there is any information a patient shares when coming into the office, it should be passed to the dental assistant who takes the patient back to the operatory. In turn, the dental assistant can then relay pertinent information to the dentist in a “handoff.” When the appointment is finished, the assistant will walk the patient to the checkout person and reiterate what was performed that day and what is next. Things like “Mrs. Jones is excited to be attending her nephew’s wedding out of town and will be back by the 15th. Let’s get her on the schedule to complete her crown sometime after that when she can tell us all about it!” can be relayed to show the patient they were listened to and we share in their excitement. This also assures the patient that everyone is on the same page and their next visit to our office will go just as smoothly. We can also use this time to reiterate the importance of the patient’s involvement in their healthcare, “Mr. Smith needs to see the Oral Surgeon before we can see him back for ___. Mr. Smith would you like Jane to give them a call, and coordinate the appointments while you’re here?”. Not only does this question communicate to them that we help coordinate their care, but it also shows them how important our recommendations are when everyone in the office is aware of their care.
Quality communication is key. At the end of the day, patients want to be heard, well taken care of, and valued. If we keep the lines open between team members in the entire office and have quality communication, we can accomplish this every time, at every appointment, for every patient.
About the Author
Sandy Wilkinson is a practice administrator for a dental office in Beverly Hills, MI. Sandy’s career in dentistry has spanned over three decades. The past 15 years with a boutique practice with unmatched customer service and the highest quality of care. Sandy mentors other practice administrators on how high customer service is essential in private practice and how to achieve it. She received her degree in Management from Central Michigan University and has been a member of AADOM since 2018. Sandy earned her Fellowship in 2022 and Mastership distinction in 2023. When she is not in the office, Sandy enjoys spending time with her family and friends, baking, and relaxing!
