The patient experience is a journey involving many steps, from the first impression to long-term care. Understanding each of these stages is essential to providing a positive experience that keeps patients coming back. Breaking down the patient journey map at your practice can highlight weak links and opportunities for improvement.
First Contact Matters
First impressions are critical when running any kind of business, and that goes twice as much in dentistry. You want to present your practice professionally in every context, no matter what the initial point of contact may be. Providing unclear information and poor responsiveness can quickly turn away potential patients.
For many patients, their first impression comes from your website. Have a modern and functional website with clear navigation. Include important details prominently, such as your phone number and any contact forms. Provide your practice’s address as well. You should also claim your Google Business Profile to manage reviews.
How you handle initial phone calls is also essential. Train your team to handle first contact efficiently, gathering required information from potential patients and delivering clear instructions concerning appointments. Miscommunication can quickly sour a patient’s impression of your practice.
The Reception Room and Check-in
The next step on the patient journey map is the first entry into your office. Make sure there is clear signage to direct patients to your practice. Missing an appointment due to confusing directions or being unable to find your practice can leave potential patients unlikely to come back.
When the patient walks in, their first impression of your practice is critical. You should present a clean and comfortable environment. How your staff greets incoming patients is also important, with a friendly welcome going a long way to start off on the right foot.
Long waits and disorganized reception processes are red flags for potential patients. Ensure your team is well-trained in how to manage appointments and paperwork so that patients move through reception as quickly as possible. Confusion regarding appointments or jumbled paperwork reflects poorly on your practice.
The Clinical Experience
While there are many different areas to focus on to achieve a positive patient journey, the clinical experience is paramount. Your direct interactions with patients and the quality of care you provide will greatly influence whether patients come back. Make sure to act both professional and friendly, showing empathy and building trust.
Communication is critical. If patients feel you are rushing or glossing over explanations, they will perceive this as poor care. Instead, make sure to carefully communicate diagnoses, treatment plans, and instructions thoroughly.
You’ll also want to keep your patients comfortable during their visits, whether for a routine exam or a specific treatment. While much of this comes down to appropriate sedation, you must still take care to handle patients gently and announce actions as needed to avoid surprises.
Treatment Options and Case Presentation
When a patient needs treatment for a dental issue, it’s up to you to carefully communicate treatment options to promote case acceptance. Stick to everyday language so that patients can fully understand the implications of their choices.
You can provide more comprehensive care by expanding your available services through orthodontics courses. This makes your practice more attractive to new patients and also helps existing patients by letting them get treatment from their trusted dentist instead of an outside specialist.
Developing a strong knowledge base in orthodontics can be a great option, even if you don’t plan on adding treatment options right away. You’ll be better equipped to address patient concerns across a wide range of scenarios.
Follow-up and Ongoing Care
Getting new patients through the door can be difficult, but keeping them coming back on a regular basis is an even greater challenge. Make sure you have proper post-visit communication systems in place to effectively reach patients, whether to schedule a routine exam or an important appointment for ongoing orthodontic treatment.
You shouldn’t put the responsibility solely on patients to remember appointments. You’ll get better results by implementing consistent reminders. Many systems allow for automated reminders, but also keep in mind that a personal touch can greatly improve patient satisfaction.
Laying Out Your Patient Journey Map
Taking the time to lay out your patient journey map, see it from their perspective, and identify and act on areas for improvement can dramatically enhance the patient experience. You’ll boost dental practice loyalty and achieve consistent growth by satisfying both new and existing patients.
American Orthodontic Society courses help you enhance your patient journey map in many ways. You’ll learn what you need to know to handle every step involved in offering new orthodontic services, including planning, treatment, administration, and more. Register for an upcoming course today to get started.
To learn more about our popular orthodontics courses for pediatric and general dentists, check out one of the upcoming events below.
