The Waiting Room or reception area is often a space we overlook for its importance and potential. Using it to your practice’s advantage is key in maintaining patient satisfaction. Ensuring the right patient experience, in fact, will determine how many of your patients will return and how they will feel about your practice. It will directly influence how patients share their experience with others by word of mouth and social media. A waiting room not only conveys professionalism and preparation but also your commitment to the patient.
In order to optimize the way in which your waiting room works for you there are several points to consider. The waiting room should not feel constrictive, stuffy, old, or dark. A well lit, spacious and comfortable room is less likely to increase anxiety or impatience. This can be achieved in the colors you use to decorate your waiting room, the way in which chairs are arranged, the amount of light that comes into the room and having enough material to engage, entertain and inform the patient – more than just stuffy, old magazines.
You should make sure that the patient has these things to rely on, particularly if waiting times get extended on busy days. Amenities like WiFi, drinking water, decorations and pertinent information will go a long way in keeping the patient at ease and engaged.
Did you know Bitebank Media offers an innovative waiting room TV product as well? Check out >www.MyPracticeTV.com for more information!
Making the patient experience larger than life…
March 31, 2015 | Posted in Tuesdays With Transitions | Be the first one to comment
The expression, “a picture is worth a thousand words” says it all when speaking of the benefits of using the intra oral camera to increase production for today’s dental practice.
When a patient sees the larger than life images of their teeth, and/or tissue projected onto the computer screen, the intra oral camera becomes a tool for adding value to the patient experience through co-discovery and gaining the trust that we, as dental professionals, seek in order for the patient to accept our diagnosis and subsequent treatment plan.
When dealing with human nature, the key to success in any situation is for the person to own their problem (i.e. their diagnosis). It is imperative that the intra oral camera is implemented at every dental appointment to enroll and engage the patient in their appointment and their treatment plan.
Click to Read More
The difference that makes a difference…
March 10, 2015 | Posted in Tuesdays With Transitions | Be the first one to comment
We can all get tripped up here if we miss the difference between doing everything that we know and doing whatever it takes.
Let’s say we intend to produce a specific result. In your heart, you know that you’re committed. You do everything you know how to do, but the result does not occur.
What this means is that everything you know is not what it takes to produce this result and true commitment, without progress, means it is time for support, coaching, or training.
In the realm of commitment, there is no grey; there is 100% or nothing. If I claim to be 90% committed, what lives in the 10%, that I hold back, is all of my potential excuses and the back doors I leave open for non-performance.
World class players and teams know that commitment begins with speaking and ends with results.
If I set out to “try” to accomplish a goal or “maybe” do something, there is not much chance of it being accomplished.
• When I am clear about my commitment, I am action-oriented.
Click Here to Read More
How to Go to The Source
December 09, 2014 | Posted in Tuesdays With Transitions
Share this article!
As discussed last week, when “I OWN” the problem, it means my needs are not being met and I have a responsibility to GO TO THE SOURCE (the person). The source is the person whose words or actions are not acceptable to you and is the ONLY one who can solve your problem.
This is called positive confrontation messages. Confrontation is “Face to Face” and does not need to be a battle of blame and defensive reactions. The goals of effective confrontation include:
1. Getting your needs met through a change in the other’s words or behavior.
2. Preserving the other’s self-esteem and not attacking.
3. Maintain the relationship of mutual respect.
Communicating your true feelings directly and openly provides not only you with relief and results but also gives the other person a chance to adjust or change their behavior. It doesn’t work to blame, criticize or attack another by using messages that begin with “YOU’.
Click HERE to read more!
November 04, 2014 | Posted in Tuesdays With Transitions | Be the first one to comment
For each characteristic, rate the extent to which the statement is true about your practice, using this scale.
1 – Not at all
2 – To a small extent
3 – To a moderate extent
4 – To a great extent
5 – To a very great extent
Then add up the scores for each cluster in the space entitled Your Score. Next, calculate your percentage rating by dividing your score by the highest possible score.
Using and Communicating Patient Information
1. We know how our patients define “quality”.
2. We provide opportunities for employees at various levels and functions to meet with patients.
3. We clearly understand what our patients expect of our organization.
4. We regularly give information to patients that helps shape realistic expectations.
5. Our administrative team clearly understand our patient’s requirements.
6. Within the organization, there is agreement about who our “real customer” is.
7. Everyone in the office has frequent contact with our patients.
Your Score Divided by a possible 35 %
Click Here to Read More
Don’t Dry Out: Hydrate!
October 06, 2014 | Posted in Tuesdays With Transitions | Be the first one to comment
Water is as important to the human body as the air we breathe. We can go weeks without food but only a day or two without water. (Don’t forget to breathe!)
The human body is composed of 70% water and no other essential nutrient is lost from the body as fast as water. The typical adult loses 2 to 3 liters (1-1.4 lbs) daily through urine, breath and sweat.
If water is not replaced at the same level that is being lost, then dehydration occurs and adverse effects such as high blood pressure, fatigue, poor digestion, constipation, headaches, kidney and bladder issues, premature aging and skin problems.
Click HERE to read more!
Get Off To A Great Start
September 29, 2014 | Posted in Tuesdays With Transitions | Be the first one to comment
One of the most important discussions with patients is when you share with them their financial responsibilities and options. Great financial conversations provide full disclosure and begin to set patient expectations as early in the relationship as possible — sometimes even before the patient’s first appointment.
Often, the first interaction the patient has with your practice is online – they review your practice’s website or social media sites. These sites are primarily used to introduce patients to your practice, doctors and team. But, these sites can also be an ideal place to begin the financial conversation. By including information on your financial policy and payment options, you can address cost concerns before they become a barrier to care.
Patients should be able to easily understand how your practice manages dental insurance, including which insurance plans are accepted, and the payment options available should there be a gap between the cost of care and the patient’s dental benefits or for patients without dental benefits. It is also important to let the patients know if you accept patient financing like the CareCredit credit card. This can help patients focus on care instead of worrying about insurance benefits and how they are going to fit treatment into their family budget.