The COVID-19 pandemic changed how dental practices operate. Waiting rooms closed, only one patient was allowed in the front office at a time, and team members began donning additional PPE worn all of the time while in the practice. The post-pandemic patient surge meant shuffling patients in and out of the practice as quickly as possible to meet everyone’s needs. As a result, these changes affected the new-patient experience, and not necessarily in a good way. However, patients still came through your door and called on you when they needed dental treatment. But now it’s time for a change. Today on the blog, find out how to update your new-patient experience post-COVID.
Focus on relationships
Customer service isn’t just about what you say and do as a patient receives care. It has to do with relationships. Patients like to get to know their doctor and team members, and even more so, they love sharing updates about their family and personal life. So now more than ever, it’s essential to help make patients feel comfortable and less anxious when visiting your practice.
Update new patient forms
There are some things that you need to know about your patient before treatment begins. Although new patients complete paperwork before their first appointment, you might not be asking the right questions.
Be sure to ask the following:
- Have you ever had a traumatic dental experience?
- How do you prefer to learn about our findings?
- What bothers you about your smile?
- Is keeping your natural teeth for as long as possible one of your smile goals?
Answers to these questions will help you make the best recommendations. However, some patients may be reluctant to share these responses unless asked, while others may not think about mentioning them.
Set clear expectations
Many patients already feel apprehensive about their visit, although knowing what to expect can ease their anxiety. Be sure to let new patients know about your COVID protocols and publish that information on your website, where it is easy to find. They may be worried about COVID or getting sick, so assure them that your practice follows CDC guidelines for disinfecting and sterilization. Additionally, verbally provide an overview of what they can expect when they arrive for their appointment until it’s time to check out and pay their bill.
Go above and beyond
Have you ever heard that it’s the thought that counts? In dentistry, this ideology goes a long way with patients. Have a dedicated person contact patients a day or two after treatment. Find out how they are doing, if they have experienced any complications, or have any questions. These calls foster trust and help your patients feel valued. They also are more likely to recommend you to people that they know. Additionally, don’t be taken back if patients provide surprising feedback, like if they think your front desk team member could have been friendlier or if the dentist made them feel rushed during their treatment. Take this feedback as an opportunity to improve.
Dental Practice Consultants
It seems that everyone has a different opinion about customer service, but what it all boils down to is how you made a person feel. The days are long, and schedules are often hectic, but remember to slow down and treat each patient the way you’d want to be treated if you were sitting in that chair. You will notice a difference in your patient retention and a rise in new patients. For more information about dental practice management or how to create the best patient experience, contact Bryant Consultants at (877) 768-4799 or contact us today!
