As part of our mission to improve the oral health of all, we are dedicated to providing great patient experiences and customer service. We know that cultivating patient/provider relationships built on trust and compassion is integral to creating lasting health outcomes and overall healthier communities. The type of relationship a patient has with their oral health care team impacts treatment acceptance and increased follow-though.
5 Ways to Provide Great Customer Service for Dental Patients
What does good customer service look like in the dental office? Here are five ways Advantage Dental+ practice teams provide quality customer service to improve health outcomes for patients:
1. Start With a Smile
It’s important to get off to the right start when greeting a patient in-person or by phone. Nearly 50% of people say a smile is the first thing they notice when greeted. This simple act can set the tone for a patient's impression of the practice and care they expect to receive. Even with a patient cannot see you, like when speaking by phone, they can perceive a smile just by the tone of your voice. Smiling is a natural was to improve your mood, make you more approachable and can help put the patient at ease —making the duration of the visit pleasant.
2. Our Patients Are Not Just Our Customers, But Our Oral Health Partners
While our teams may see many patients in a day, we want each one to feel like an individual. Taking a few moments to have introductions and get to know the patient on a more personal level helps meet the patient where they are. This gives them the opportunity to partner with the provider in the decision making process and build personalized treatment plans that fit into their lifestyle and can be maintained over a longer period of time.
3. We Strive to Create Health Equity Among Our Entire Patient Base
No matter a patient’s insurance type, income, race or orientation, we maintain an environment that is courteous, compassionate and respectful. Even when a patient is assigned to a practice by their insurance provider, they are still choosing to come to come to the practice and make their oral health a priority. It is not our place to judge, belittle or argue with a patient. If a patient is incorrect or misinformed, politely and calmly educate the patient to help them understand.
4. Simple Words and Explanations Go a Long Way
It may be fun to throw around workplace-lingo and sophisticated terms, especially when working in a medical setting, but it is important to read the situation and the person you are talking with. Using words a patient does not fully understand can result in misunderstandings, confusion and frustration and ultimately increase the likelihood of a patient not following-through with the suggested care. This could compromise their health in the future.
5. We Have a Passion for Oral Health and Overall Well-Being
We are working to improve the oral health of all; to foster a nation free of dental disease. It is easy to get caught up in the hustle and bustle of everyday tasks and begin to think of this work as just a "job". Stay inspired and think often of the lives you are changing, the positive impact on the communities you serve, and the over-all impact good oral health can have on a life.
Oral health may be our specialty, but full-body health from heart to mind is our focus.