Are you delivering a WOW, first impression? An experience that leaves patients feeling like that was the first time they’ve been treated that way in a doctor’s office, and that they can’t wait to tell their friends and family. What’s it like to be a first-time patient in your office? Do you run on time? Is your team prepared when the patient arrives? What are you doing to set your office apart? The new patient experience starts with the phone call. Did your team answer the phone with a smile? There are a few suggestions to be unique in a good way.
When your new patient arrives, greet them by name. If they have not sent in their paperwork yet, walk around the desk, give them the paperwork, shake their hand and introduce yourself. If you’re able, provide them with a tour. If you happen to have a patient who fears the dentist, a tour may help calm their nerves. They appreciate seeing the office and the team before it’s their turn. Also, once the patient is sitting in their chair, explain what you’re doing before doing it. That not only builds trust, but it creates value. For example, “Now we will do your oral cancer screening. I’m going to ask you to do XYZ.” Some offices do not do oral cancer screenings, and that would make a positive impression.
Also, talk about your doctor and team. If the patient relays that they dislike going to the dentist, let them know they’re at the right place, and you’ll take good care of them. Brag on your doctor. If the patient voices concerns about their treatment, reinforce that the doctor is really good at that particular procedure and does them often.
When completing the first appointment, the handoff can be critical. You want to be certain to have the triangle of communication. The patient, yourself (assistant or hygienist), and the persons doing check out. This assures everyone is hearing the same thing at the same time. When the patient returns to see the doctor, work hard to get them in for their appointment in a timely manner (7-10 days). The clinical team spent time explaining their treatment needs and why it’s important to complete the treatment. Therefore, don’t drop the ball at this point. Promptly scheduling their next appointment shows you’re committed to completing the recommended treatment and it leaves little time for the patient to change their mind.
At the end of the appointment, the person doing check out can ask, “How was your visit today?” Assuming the patient provides a positive answer, it’s also a good time to ask for a Google review. For example, “If you like the way we did things today, please leave us a Google review letting others know about your experience at our practice.”
So, what are you doing that sets your practice apart from the rest? Making a difference for your patients doesn’t have to cost money. It’s about how you and your team treat everyone that walks through your doors or calls the office. As the saying goes, “They may forget what you said but they will never forget how you made them feel.”
