I was watching a television show on SBS recently where a doctor does live broadcasts of consultations with patients.
I was so surprised at what they don’t do correctly.
Now I imagined that this TV show is set up and staged.
So I was expecting the absolute very best.
I was expecting a real “Red Carpet Patient Experience.”
Here’s what I saw:
The patient arrived and the front office team said, “Hello, can you please sign in then take a seat.”
Why did they not greet the patient by their name?
Surely the person on the front desk would have been expecting the patient when they looked at their appointment book.
Where was that patient’s red carpet?
I am not too sure what the sign in was all about!
Rather than saying, “take a seat”, Why not say, “Please, make yourself comfortable. I will let Dr Smith know you have arrived. Is there anything I can get you?”
When the doctor is ready to see the patient, the phone rang and one of the front office team said to the patient waiting, “please go straight through to see the doctor.”
Why did someone not take the patient through to the doctor or the doctor not come out of their office to greet the patient and take them through?
At the end of the appointment, the patient leaves the doctors office alone without the doctor. At least the doctor did stand up when the patient left the room.
Having someone with the patient is so important. It takes a short moment and allows the doctor to let the front office know what the next step is.
If privacy is an issue you simply need to set up the front desk away from waiting patients.
I am sharing this doctor-patient experience or lack of patient experience with you because I see similar things happening in Dental Offices.
I know some of what I have mentioned seems so easy to do but it is not happening in most dental and medical offices.
When a patient arrives at your Dental Office, be ready for them. Know when they are arriving and know their name.
Give your patients the very best experience as soon as they enter the door.
You are doing it on the first phone call, so continue that exceptional patient experience when the patient arrives for their appointment.
The golden rule I have mentioned previously is to be with your patient at all times and that means when they are moving from the patient lounge to the dental chair.
Because most Dental Offices are not offering their patients an exceptional patient experience, then this is more of reason for you to offer it.
Have a good look at what you do right now and make it even better.
The small things you do for your patients will make such a big difference to your patients.
Your patients will love you for it!
This blog features simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental Phone Experiences, and ultimately, improving your practice profitability.
Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.
If you’d like to know more, download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..
At present I have availability for only TWO new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at jayne@theDPE.com