While a lot of dental practices say they are committed to the notion of providing an “exceptional patient experience,” very few are frustrated. They find themselves unable to bridge the gap between the reality of the experience they actually provide and the expectations their patients bring into the office with them.
For many practices, bridging that gap will require a transformation of focus, attitudes, and behaviors.
According to a Harvard Business Review study of nearly 700 health care professionals in 2017, respondents who consider themselves “very effective” at providing exceptional patient experiences share four common traits:
1. The practice embraces a patient-centered culture.
2. Leadership demonstrates its commitment to the patient experience.
3. The organization uses tools and data to gain insight and measure the net patient experience.
4. The organization clearly shares its strategies for providing exceptional patient service with team members at all levels.
Let’s explore these common traits in a little more detail.
1. The practice embraces a patient-centered culture.
According to the HBR study, 90% of health care executives believe that delivering an exceptional patient experience depends on a patient-centered culture.So why don’t 90% of practices out there actually deliver?
Frankly, because it’s easier to pay lip service to it than it is to undertake the kind of work on focus, attitude, and behavior that providing exceptional patient care requires. To bridge the gap, you must develop a sensitivity to the people you serve and a deep desire to make a difference in their lives through service.
One of the first steps is to examine every step in your patient’s journey from their first phone call to their last payment, and carefully craft your processes and systems to enhance your patient’s positive experience every step of the way. Literally, put yourself in their shoes and see the journey from their point of view. Leave nothing to chance.
Then, train your team to contribute to the patient’s experience through every encounter.
2. Leadership demonstrates its commitment to the patient experience.
Without passion, vision, and leadership commitment to an exceptional patient experience art the top, team members will find it difficult to generate any kind of patient-centered culture.Leaders in the practice can demonstrate their commitment in many ways, from setting and communicating strategy, to designing and implementing processes and procedures, and measuring progress toward patient experience goals.
Regardless of how leadership demonstrates its commitment, everyone on the team must know without a doubt that patient experience is its top priority, according to the HBR study.
3. The organization uses tools and data to gain insight and measure the net patient experience.
In order to improve the patient experience, the practice must have tools and processes to measure and evaluate it, according to 87% of the professionals polled in the HBR study.The idea of “tools and data” might sound complicated but measuring your net patient experience can start simple. Train a team member to monitor the practice’s social media accounts, for example. Ask patients to complete a brief survey at the end of their treatment to determine their level of satisfaction.
Perhaps the simplest data to begin gathering is to ask your patients whether they would recommend your practice to their friends, family, or colleagues, and to track how many patient referrals you are actually seeing in your practice.
4. The organization clearly shares its strategies for providing exceptional patient service with team members at all levels.
Every team member — at every level — must clearly understand your practice’s specific patient experience strategy and their role in it.That means you, as a practice leader, must invest the time and effort to design a strategy that includes the kinds of language, behaviors, and attitudes that communicate your vision and commitment to those who matter most — your patients.
Without a coherent patient experience strategy, your team won’t be empowered to act consistently and appropriately with your vision, and might then not be able to provide a smooth, seamless, and stellar patient experience.
But when you’ve designed and can communicate clearly with your team — at all levels — your vision and strategy for quality patient care and a superb customer experience, everyone can align to make sure your patients are happy, and your practice thrives.
Developing a patient-centered practice and improving your net patient experience can be challenging, especially if you’re trying to do it alone.
If you’re ready to explore how you can transform your practice and take you, your team, and your patients to the next level, we’re here to help.
For over 25 years, P & S Coaching has successfully assisted practices just like yours, working with them not only to achieve their goals, but to surpass them and create the kind of exceptional patient experience that keeps their practices thriving.
Schedule a complimentary Discovery Call today.
One idea — one tiny shift in the way you do business — could make your practice more satisfying and profitable. Why not take advantage of this complimentary opportunity?
We look forward to your call.
