Elevating the Dental Appointment: How to Create a Five-Star Patient Experience
Today, a patient’s dental office experience is critical to your dental practice’s success. With more dental practices available than ever before, patients have many options to choose from.
Five-star customer service and amazing patient experiences are needed to set your office a step above the rest. Try seeing your patients’ experience through your own eyes and look for possible areas of improvement.
When patients arrive at your office and walk through your door, they have already started forming opinions about your practice. Was the walkway and entry area neat? Was the signage to your office and reception area clear and easy to navigate?
Daily walkthroughs of the parking lot and entrances are key to keeping them clean and fresh. Pick up any garbage you may find, and be sure all areas outside your practice that are in view of your patients are clean and presentable.
The Waiting Room
Next, they enter your waiting room and interact with your reception staff. Is your receptionist warm and welcoming? Are they helping to put the patient at ease?
The receptionist is usually the first interaction your patient will have at your practice; they must look presentable and be prepared to meet and greet the patients as they arrive. These staff members must be able to provide any assistance with paperwork or electronic updates needed by the practice.
Aiding the patient in these tasks can help relieve any anxiety or frustration that the patient may have; being kind and empathetic during this process goes a long way. These are the few moments when you must make a great first impression.
Keeping your waiting room clutter-free, up-to-date, and clean is imperative, as this area reflects how the rest of your office may look. If your office and surroundings are cluttered or dirty, it may leave patients wondering what else in your office is cluttered or not up to date.
Building Trust
Seeing the dentist can be an anxiety-inducing experience for many patients, but we can do a few things to make the experience more comfortable. Being on time for a patient’s scheduled appointment shows that you respect and value their time, and you inform them if the office is running late, as they are waiting.
During the patient’s appointment, one of the most important things we can do is listen to our patients; listening to concerns can help us build trust between the patient, the doctor, and the practice. Taking the time to actively listen to your patients’ questions, concerns, or fears can help create a good foundation for the patient’s overall experience.
Be sure to encourage open communication between all staff involved in patient care. Often, a patient’s treatment plan can involve intricate procedures and options, so communicate with plain language and non-clinical terms that your patient can understand and follow. Allow patients to ask questions regarding their treatment options and talk through any concerns.
Providing clear communication of what will happen during their appointment is also key in helping relieve anxiety and contributes to no surprises during the treatment.
At the end of the appointment, include clear post-operative instructions when necessary.
Once a patient leaves the office, request a review for your patient’s feedback after each appointment. Use patient insights and feedback to improve your process continuously, enhance employees’ skills, and help elevate your patients’ overall experience.
Creating a Five-Star Practice
By implementing a few easy steps and fostering a patient-centric culture, your practice can strive for and achieve five-star customer service. This leads to increased patient loyalty, referrals, and a strong practice reputation that stands out against the others.
About the Author
Coreen Thompson, MAADOM
Coreen has been in dentistry for over 30 years, starting as a chairside dental assistant and working her way up to dental practice manager, with 27 of those years at the same dental practice. Thompson is highly active with her local and state dental associations, serving as a consultant on the professional development advisory committee for the Connecticut State Dental Association.
Coreen has been an AADOM member since 2020, received her AADOM Fellowship in 2024, and her MAADOM in 2025.
She enjoys giving back to her community by volunteering annually with CT Mission of Mercy, helping to provide free dental care to those in need.
