Dos and don'ts for practice management: The value of patient satisfaction

What do patients remember after visiting your practice? Mostly how you made them feel. If they walk away with a very positive attitude, patients perceive excellent customer service and they will continue to return. Any practice not creating superior patient satisfaction puts itself at high risk for patient attrition and declining production.

Be an educational resource for patients. Be a resource, not just an office that provides a service. Educate patients on proper oral hygiene. Show them how to use certain appliances, such as power toothbrushes or water jets. Provide them with fact sheets and brochures addressing dental health concerns. This kind of above-and-beyond service shows patients you care and helps to instill trust in your team.

Don't make patients feel like numbers. Even as patient volume grows, never stop getting to know patients. Learn their interests and occupations. Establish rapport with them. Patients are more likely to stay with a practice when a relationship has been established based on mutual trust.