Creating an Exceptional Patient Experience: From the First Call to the Follow-Up
As the Director of Operations of a thriving dental practice, I can tell you that patients don’t just want excellent dentistry; they want a great experience. And in today’s world, where online reviews carry as much weight as personal recommendations, delivering exceptional service isn’t optional—it’s essential.
So, how do we turn a patient’s journey from just another appointment to ‘wow, I can’t wait to come back’?
Let’s break it down into three key moments: the first phone call, the in-office visit, and the follow-up.
The First Impression: Winning Them Over on the Phone
They say you never get a second chance to make a first impression, and in a dental practice, that impression starts with a phone call. It’s the patient’s first taste of who we are, and we want them to feel like they’ve just called the friendliest, most competent team in town.
So what makes a great first call?
- Warmth & Energy: If our business team sounds like they’d rather be watching paint dry, we have a problem. Smiling while talking makes a difference—it’s contagious even over the phone. Just try it!
- Active Listening: Patients don’t want to feel like they’re just another name on the schedule. A simple, “I’d love to find a time that works best for you!” can make scheduling feel like a VIP experience.
- Clarity & Confidence: No one wants to hear, “Um… I think we can do that?” when asking about a procedure. Well-trained business team members should be familiar with the services, insurance details, and scheduling logistics. If you operate a call center, ensure the agents can seamlessly connect patients with a knowledgeable team member who can effectively answer their questions.
A great phone call doesn’t just get the patient on the schedule—it sets the tone for a fantastic visit. If the first interaction is subpar, the patient may call another office, assuming that a lifeless phone call is a sign of a poor in-office experience.
The Office Visit: More Than Just Dentistry
Fast forward to the big day. The patient walks through our doors, where we can reinforce or shatter the positive impression we created over the phone. Exceptional care starts long before they sit in the dental chair.
We can elevate the in-office experience by:
- A Warm Welcome: A genuine “Good morning, [Patient’s Name]! We’re so happy to see you!” goes a long way. Bonus points if the front desk remembers a personal detail from the patient’s last visit. Treat the patients how you would want to be treated at a doctor’s visit.
- Little Comforts, Big Impact: Having a “Comfort Menu”—Cozy blankets, noise-canceling headphones, headrests, lumbar supports, and shaded patient glasses can transform the visit from clinical to calming. Let’s face it—no one wakes up excited for a dental visit, so small touches make all the difference.
- Clear Communication: The unknown makes people anxious. Before starting any procedure, take a moment to explain what’s going to happen. Even something as simple as “We’re going to start with a quick check-up, then Dr. Smith will come in to chat about your treatment plan” eases nerves.
- The Checkout Experience: Don’t let the last impression be paperwork purgatory. A smooth and friendly checkout process, with transparent billing explanations and an easy way to schedule the next appointment, keeps patients happy all the way to the end.
The Follow-Up: Keeping the Connection Alive
Most dental offices send appointment reminders, but how many actually check in after a visit?
This step is often overlooked, yet it’s one of the simplest ways to show patients we genuinely care. I’m not just asking for a review; I genuinely want to know how the visit went and how they’re doing.
Good follow-ups include:
- The Personal Check-In: A quick phone call or text the day after a procedure makes patients feel valued. A simple, “Hey [Patient’s Name], I’m just checking in to see how you’re feeling after your visit yesterday. Let us know if you have any questions,” works wonders.
- The Unexpected Touch: Imagine receiving a handwritten thank-you note or a birthday email from your dental office. These small, personal touches create a lasting impression. Our team personally signs happy birthday cards in the last five minutes of our huddle for patients who have a birthday within a week of their appointment that day.
- Feedback & Reviews: Patients want to be heard. Following up with a simple, “We’d love to know how we did! If you had a great experience, we’d appreciate a review,” helps us improve and builds credibility for future patients. Replying to reviews is also key.
Final Thoughts: Elevate Every Step
Creating an exceptional patient experience isn’t about reinventing the wheel but being intentional at every step. From that first call to the moment they walk out the door (and beyond), we have countless opportunities to turn a routine dental visit into something special.
Most of this responsibility falls on the business team. My business team plays a crucial role in patient care.
In a world where patients have endless choices, we don’t just want to be their dentist—we want to be the practice they rave about to their friends, family, and online followers.
And the best part?
When we create a culture of care, not only do our patients thrive, but our team does too.
So, let’s pick up that phone with energy, welcome patients with warmth, and follow up like we genuinely care—because we do. And that’s what makes all the difference.
About the Author
Stephanie Adkins, MAADOM
Stephanie Adkins began her dentistry journey in 1994 as an orthodontic assistant while attending college. She completed her education at Clayton State University in 2001 and joined O’Shea Dentistry as a hygienist in 2002.
Stephanie’s commitment to excellence and continuous learning has remained consistent throughout her career, resulting in her promotion to Director of Operations. She has fulfilled specific achievements and responsibilities, demonstrating her dedication to dentistry and leadership skills.
Inducted into MAADOM and a proud member of AADOM, Stephanie is passionate about leading others through mentoring and growing the practice. She is happily married with three boys and two dogs. She also loves learning photography.
