When it comes to customer satisfaction, it’s not simply excellent customer service, or clinical competency that is going to render high customer satisfaction, but the combination of both. Even if you are the best dentist in the field, you’re not going to keep customers if the service end of your practice is lacking. In fact, according to Linda Drevenstedt, an expert in the field, those who have a high level of patient satisfaction have an average of 10% higher profits.
This doesn’t mean having mediocre or sufficient customer satisfaction will help your practice to grow, as dissatisfied customers are likely to tell at least 11 other people about their unpleasant experience, yet a patient has to be extremely satisfied in order to share a positive experience with others. This is the reason it is so important to have the highest patient satisfaction rate possible. If a practice is able to increase their customer satisfaction rate to such a level, Drevenstedt continues, 70% of people will be willing to pay extra for services. How does one achieve such a level of customer satisfaction? Here are 2 tips to increase patient satisfaction at your dental practice:
Stay Positive, Enthusiastic and Personable
One of the biggest complaints from dissatisfied patients is a dentist who will not talk to them on their level. Someone who uses technical jargon, shows a lack of interest or enthusiasm, speaks in a condescending tone, in long monologues, or fails to build rapport will likely give patients a reason for dissatisfaction with services. Patients like to feel valued and respected, and not like they’re just another number in the database.
Taking the time to explain procedures and insurance, and respecting patients’ need for privacy by discussing financial matters in a non-public space is something that could go a long way with satisfaction. Another way to keep patients happy is punctuality. Patients tend to become unhappy if they are kept waiting longer than ten minutes. They also associate great clinical competence with customer service, so if they’re treated well and engaged by staff, they’ll likely view their procedure in a more positive light, according to Dr. Roger Levin.
Create An Excellent Patient Experience
One of the best ways to increase patient satisfaction is to provide them with an experience that surpasses their expectations, according to Dr. Levin. This could begin with small things such as remembering a personal detail each time they come in, placing beverage service in the waiting room, and building rapport by taking some time to talk about something personal before going straight to business.
Another way to create an excellent experience for patients is by training staff to be prepared to answer all patient questions and concerns with competence and care. There could be a training manual for staff so that they know each and every task required in boosting patient satisfaction, and have a chance to practice before their first patient interaction. Planned out answers to frequently asked questions and protocols could help assist in achieving a higher level of patient satisfaction.
Each and every little thing staff does to enhance the comfort of the patient and their overall satisfaction with their experience can go a long way. Would you care for more assistance in creating a more positive experience for your patients? Dental Billing Sleep Solutions offers services to help streamline your dental billing process; freeing up valuable time you and your employees may use to increase patient satisfaction.