Why the Patient Journey Matters!

What Is the Patient’s Journey?

Simply put, the patient’s journey involves every point of contact a patient has with you, your team and your practice. It starts the very first time they see one of your advertisements or are referred to your practice from a friend or family member.

It then encompasses everything from the first phone call, greeting them properly at their first appointment, sitting with them one-on- one to review a treatment plan, and listening with an empathetic ear.

All of these steps must exceed the patients’ expectations to get them to accept the best treatment option.

Be sure you explained the treatment plan in full detail before discussing multiple financing options and reviewing insurance benefits. The need to know you and your team will be comforting them during and after the procedure.

Everyone needs to hype them up before showing them their new smile for the first time and (hopefully) they arrive at home so satisfied they tell everyone they know just how satisfied they were with your practice, and post immediately on social media for the world to see the brand new, rejuvenated them!

Why You Should Focus Your Attention on Your Patient’s Experience?

Are you losing patients because problems arose in the touch-points that were overlooked or not properly addressed?

We all get so caught up in the routine of the day that we fail to see where we can improve every patient experience. I know how important each touch-point is and that is why I work closely with you to ensure each step is perfected to optimize your overall business potential.

New patients that give you great reviews and referrals are the lifeblood for every practice, it is important to look at every major decision you make and check it against how it influences your patients’ perception of your practice.

Remember PERCEPTION IS REALITY!

A Patient’s Journey Is Really Emotional!

In our marketing efforts we must emphasize to our prospective patients that they will not only receive the smile of their dreams, but we will also hold their hand throughout the entire process. These types of procedures make the patients very vulnerable, and they will look to you and your team for the answers.

We must always remember how emotional this entire process is for your patients.

Everything from selecting the best procedure to fit into their budget, to choosing what shade best represents their personality. Choose the best person on your team to be the liaison between you and them. Make sure these patients are getting a true VIP experience and they can connect with this person at any time throughout their journey to have their fears alleviated and all concerns quickly addressed.

All major decisions influence the patient’s journey. Some aspects of your protocols are more easily monitored such as whether you do guided surgery, what the final prosthesis you offer, and all your other workflows can easily influence your patient’s perception of your office based on their experience.

Are you making sure to get the patient to say ‘yes’ before presenting the financial portion? Therefore, it is crucial that all the patient’s questions and concerns have been addressed, it makes it easier for them to say yes.

Always remember a confused patient will never accept treatment!