It's all about experience - Software of Excellence

Software of Excellence shows how to use your own experiences as a consumer to put the patient at the heart of your practice - boosting satisfaction, increasing profitability and growing your patient base.

Think about the last time you booked a restaurant or checked-in for a flight. How easy was it? And how did the experience make you feel – calm or frustrated? We all understand what we want from our own experiences as consumers; our money is hard-earned and time is precious and now, more than ever, we rightfully expect to receive a certain level of service.

This is especially relevant when it comes to experiencing healthcare services. As well as time and money, patients can feel anxious and any unnecessary annoyance can exacerbate these feelings. This makes the role of dental professionals in easing this anxiety and making the journey before and through a dental practice as smooth and care-free as possible, more important than ever

Make your presence felt

The patient journey starts way before a patient even sets foot in your practice and being easy to find on search engines and having a strong online presence and a website that is easy to navigate, fast and responsive is the first step in making a good first impression.

Make sure you regularly check your presence online by doing a local search (Google “Dentist near me”) just as a patient would. Check it’s accurate, you are at the top of search results and all the information a patient might need is there. Always do these checks in ‘private’ or ‘incognito’ mode, otherwise the search engine will recognise you and take previous searches into account, thereby not giving an accurate indication of the search results.

Make it easy

Once a patient has clicked through to your website don’t let them get away! Nearly half (47 per cent) of online bookings are made out of hours and if patients can’t book straight away, online, they may well give up and go elsewhere. Remember, this is all about delivering an excellent experience.

A calm environment

Creating a calm and welcoming environment for patients is more and more about giving front desk teams the time and space to deal with patients in the practice, getting to know them and if necessary, calming their fears. To make time for this and take pressure off your front desk team, patients can now complete their medical history, patient details, consents, FP17s and more at home, on a secure portal before they step through the practice door.

Few patients want to be greeted by chaos when they walk into a practice and fewer still want to wait to check-in whilst receptionists answer the phone, take payments and deal with queries. The answer to this comes in the form of automated self-check-in using a QR code sent direct to the patient’s mobile prior to the appointmen. The code is simply scanned at the terminal in reception, providing a simple, efficient and fast solution – yet another element in creating the perfect patient experience.

Once in the chair, you should make the patient as comfortable as possible. Make it easy for them environment for patients is more and more about giving front desk teams the time and space to deal with patients in the practice, getting to know them and if necessary, calming their fears. To make time for this and take pressure off your front desk team, patients can now complete their medical history, patient details, consents, FP17s and more at home, on a secure portal before they step through the practice door.

Few patients want to be greeted by chaos when they walk into a practice and fewer still want to wait to check-in whilst receptionists answer the phone, take payments and deal with queries. The answer to this comes in the form of automated self-check-in using a QR code sent direct to the patient’s mobile prior to the appointmen. The code is simply scanned at the terminal in reception, providing a simple, efficient and fast solution – yet another element in creating the perfect patient experience.

Once in the chair, you should make the patient as comfortable as possible. Make it easy for them

Leaving the practice

This is the most important part of the patient journey and what happens here can have a huge impact on the efficiency of a practice. Automated workflows makes communication between the dentist and the front desk smooth and effective, enabling immediate recommendation of appointment intervals, increasing the likelihood that the patient will book their next appointment before they leave, so reducing the need for recalls. At the same time, automatic prompts ensure that staff confirm contact details, update marketing consents and take payment. All elements that contribute to a superior patient experience.

Being able to contact patients after an appointment is a valuable way of encouraging patient loyalty and follows through the patient journey to its conclusion. Automated recalls and reminders are a vital tool, as are informative, reassuring emails, sent out following treatment, to tell patients what to expect and emphasise your patient care credentials.

The technology is here

The technology to help you create truly end-to-end customer service experience now exists and is available within Exact V13 from Software of Excellence. By using the new tools available in the software, you can help streamline workflows, improve customer communication and free up time so you can focus on what’s really important – giving your patients excellent dental care.

To find out more about Software of Excellence’s patient experience, visit stands J90 & K80 or visit softwareofexcellence.co.uk

BDIA Dental Showcase returns to Birmingham’s NEC, 17-19 October 2019. To register visit, dentalshowcase.com/register



DENTAL SHOWCASE

BDIA Dental Showcase is the leading trade show exhibition for the dental industry. As the largest dental show in the UK, thousands of professionals attend to discover the very latest dental innovations across an unrivalled selection of exhibitor stands. Visitors enjoy personalised product demonstrations, snap up unbeatable ‘Showcase’ deals and take part in highly engaging lecture sessions whilst toping up their CPD hours, all under one roof.

MA EXHIBITIONS

BDIA Dental Showcase is organised by MA Exhibitions (MAX), an award-winning exhibition business. MAX organises in excess of 200 events annually, from small, highly focussed seminars to large scale events. Within MAX’s portfolio there are events, spread across sectors including electronics, manufacturing, engineering, communications, education, healthcare and print.

A dedicated, experienced and passionate team of events professionals will offer an unparalleled experience for dental professionals and exhibitors alike.

GEORGE WARMAN PUBLICATIONS

George Warman Publications (UK) Limited has since its launch in 1991 been the UK’s most trusted source of clinical content, professional articles, practical guidance and news for the dental industry. The company publishes market-leading dentistry brands including, Dental Update, The Dentist, Orthodontic Update, Dental Therapy Update and Dental Nursing. It also offers the most comprehensive CPD for dentists and dental care professionals.