Happy dental patients are an asset for every dental office. Happy patients show up on time for their appointments. Happy patients pay their bills. Happy patients do not leave the practice. Happy patients do not send written complaints to their dentists or to organizations about their dentists. It is in every dentist's best interest to start with happy patients and to keep them happy. The most important factor in maintaining a high level of satisfaction and happiness is communication.
Communication begins with professional marketing. Whether the marketing plan includes print, Internet or broadcast media, be sure that all marketing is in character with the office.
Receptionists should answer the phone with a greeting that includes the practice name and their first name. When speaking with a caller that they do not recognize, the receptionist should ask, "When was your last appointment?" This is a way of asking if the caller is a patient, giving the receptionist the opportunity to recognize someone who is a patient while not offending new patients.
Mechanical or electronic answering machines are acceptable if they work. The phone message should be clear and easily understood. Refer callers to the office Web site for more complete information. Include emergency contact information. A dentist should return an emergency call within a few hours. Arrange for emergency coverage when the doctor is not available.
Refer to adult patients by their surname unless instructed otherwise by the patient. Familiarity offends some patients. Never use shortened or nicknames unless the patient expresses a preference.
Keep conversations with patients free of jargon. Instead of "when was your last prophylaxis or prophy" say "when was your last cleaning or checkup." Non-dentists must not offer dental or medical advice, such as advising the patient to take a pain reliever or telling the patient that it sounds like they may have an abscess or infection.
Maintain a high level of satisfaction with informed consent. Enumerate reasonable treatment options including no treatment, the advantages and disadvantages of each treatment and reasonably foreseeable risks for each. Importantly, always allow the patient the opportunity to ask the dentist questions. Finally, document informed consent in the record, preferably with the patient's signature.
Always ask the patient to consent again to the treatment of the day. Ask the patient how they feel after their last treatment. Showing interest and concern for patients creates a connection that keeps patients happy.
Author: Dr. David Leader
© 2008 Associated Content