Would you consider your practice patient-centered? In a Dentaltown article titled, “Stop Running Scared from Patients,” the author Scott Cairns, DDS, had this to say: “I realize today that I was becoming more and more of a provider of commodity services, and less and less of a doctor, educator, healer, and friend to my patients.” Does this sound like you? Is your focus becoming more and more about providing services than about taking care of your patients? If so, it is time to change the atmosphere in your office. Cairns and his wife (also a dentist) “have spent the last few years developing our skills and our practice so as to better serve the best interests of our patients.” In this blog post, I will highlight some suggestions you can use that will help bring your patients back to the forefront of your practice and get back to what’s really important.
Patient communication is key
We have gone over this a number of times already, but that doesn’t make it any less true or important. To gain your patient’s trust, you need to be able to communicate openly and honestly with them. “Good patient care consists of listening to, understanding, and responding to your patients’ needs.” According to “Your Guide to Better Patient Communication,” some of the most important skills for your team to have are friendliness, empathy, efficiency, control, and information. But it is also important for you to take into account the expectations of your patient and what they look for in their ideal dental professional, such as confidence and empathy. They look for a dentist who is humane, personal, frank, respectful and thorough. Each patient is different and it is imperative to be adaptable to suit each of their needs.
Educate your patients
This is another aspect we have discussed before. The more your patient knows and understands the more they are willing to trust and confide in you. “If you include your patients as fully informed partners in their care, they’ll return the gesture by being loyal and continuing care with you.” In an article titled, “7 Ways to Better Serve Your Patients,” (a link will be provided at the end of this blog post), Jordan Comstock writes that it is important in developing trust between you and your patient to “create educational content for your patients.” Utilize your mobile-friendly website to provide videos, articles, ebooks, and blog posts that will educate your patients on certain procedures and their benefits. Remember to keep it simple. Avoid technical jargon only you and your colleagues can understand. And use images as much as you can.
Follow Up (before and after)
Of course, it is imperative to contact your patient for a follow-up conversation after the procedure. Ask questions. Make sure everything is okay and answer their questions should they have any. If they are feeling discomfort, it’s always best to find out right away so that the problem can be rectified immediately.
But what about before a treatment? Is it considered pestering if you want to follow up to make sure the patient will not be missing or cancelling their appointment? According to Sandie Baillargan’s article in Oralhealth magazine, the answer is a definitive, no. She even writes that you should, in fact, continue to bring up a problem since “if you simply stop talking about the problem, that leads to suspicion and the patient wonders if they ever needed the treatment in the first place.”
Show appreciation to your patients
Your patients need to feel appreciated. Appreciation is something all of us strive for—to feel like we matter and we aren’t just a number or a dollar amount. This does not require you to spend a ton of money and shower your patients with lavish gifts. Usually just being sincere with a thank you card in the mail or a five-dollar gift card or even acknowledgement of birthdays and anniversaries can work just as well. Perhaps you might even organize a small event for your patients so that they and your team can get together and have some fun. Taking time to acknowledge your patients, say thank you to your patients, and make them feel special are some of the best ways you can sincerely show your appreciation.
Remember who your patients are
Remembering your patients goes hand-in-hand with appreciating them. Remembering small details, taking notes, listening and retaining small details about your patients is a large step towards building and developing that trusting relationship.
Conclusion
It is up to you to change the atmosphere in your office and resolve to make it more patient-centered. But first you must acknowledge the severe lack of attention being given to your patients by you and everyone on your team. Develop a personal as well as a professional relationship with your patients by freely giving your time, your knowledge, your attention to detail, and most importantly, your sincere appreciation.
Please feel free to check out the links below for more articles and suggestions on this topic.
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