There is a buzzword that has been sweeping through the healthcare industry...
Hospitals adapted the HCAHPS survey, companies leverage the term in their marketing efforts (Legwork does this), and dental practice owners arbitrary emphasize it’s importance in morning huddle meetings.
We all know that the success of every practice hinges on patient experience. There is nothing more powerful for growth and stability in your business than the relationship you have with your patients.
The only way to strengthen this relationship is through enhancing the patient experience, but honestly what does patient experience even mean?
At the end of every appointment, the patient isn’t going to remember how well the hygienist polished their central incisor. What they are going to walk away with is a feeling, and hopefully a positive one.
Patient experience is how a patient feels on their journey with your office. From the moment they choose to visit your website, to even after they leave their appointment. It’s their experience at your dental practice that defines the patient’s satisfaction and overall sentiment towards your practice.
Your goal needs to be creating services & processes that improve the patient's experience with your practice in a way that delights, retains, and encourages promotion from the patient.
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel”
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