February 21, 2017
Outside of their dental appointment, patients interact primarily with your office staff. In order to help improve your patient’s experience and satisfaction with your practice, it is imperative to ensure that these interactions are both personal and professional.
Project a professional image. It is important for office staff to not only maintain helpful patient interaction, but also to make a positive visual impression. A tidy, well-kept work area combined with a staff dress code or uniform can help patients have a better overall impression of your practice.
Create a consistent greeting. Suggest that all staff welcome incoming calls with a standard, friendly, greeting. Remind them to “put a smile in their voice” and to be compassionate, even when talking to difficult clients.
Practice appropriate phone etiquette. Calling patients to confirm appointments and to schedule recall appointments may seem mundane to staff members, but it’s an important opportunity to connect with patients. Encourage staff to be polite and friendly while speaking slowly and clearly.
Give a warm welcome. Ask staff to greet each patient promptly with smile and a pleasant, personalized greeting. Advise your staff to remember the patient’s name, and to use it in the conversation. These small, thoughtful acts demonstrate care and attentiveness.
Connect with patients on a personal level. Office staff should acquaint themselves with patients by politely asking about their families, travels, or other interests. Building and maintaining relationships helps patients feel connected to your dental practice and its individual staff members.
The dental business is becoming increasingly competitive, and retaining clients is more important than ever. Dental office staff can help strengthen the positive patient relationships that dentists nurture while contributing to an overall enjoyable patient experience.
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