Qualities of a Good Dental Practice
Ogden Nash once said, “Some tortures are physical. And some are mental. But the one that is both is dental.” Unfortunately, a lot of people would agree.
Dentophobia is real — over 75% of adults feel at least somewhat anxious when it’s time to visit the dentist, and of those, between 5-10% suffer crippling fear about their visits. As a dental practice owner, you help alleviate some of those concerns and fears by creating a warm, welcoming environment, hiring compassionate, empathetic individuals, and incorporating strategies and procedures to deliver a positive customer experience.
Ask the average person to share their opinion about the qualities of a good dental practice, and you’ll probably get an earful of what they’ve experienced — or worse, haven’t, which is only likely to drive them away from the dentist. And avoiding dental care in the short- or long-term can lead to significant health issues with teeth and other body systems over time.
Here are a few qualities and characteristics that differentiate the average dental practice from an exceptional one.
- It’s all about the atmosphere. Create a friendly atmosphere where patients are greeted and treated with compassion. Outgoing, empathetic employees — from the receptionist to the hygienist to the dentist — help reassure nervous patients. So does the furniture in the waiting room, for example. Opt for softer, larger, comfortable chairs, if you have the space. Some offices have even opted for a more spa-like approach, offering noise-canceling headphones, weighted blankets, and soft music to create a soothing atmosphere.
- Modern with equipment and advanced technology. Another ‘tool’ for reassuring patients (whether they suffer anxiety or not) is having the latest technology. While the investment comes at a cost, the ROI pays dividends. You can advertise your state-of-the-art equipment in your marketing materials. Your team will have the tools to make the correct diagnoses and provide appropriate care. Computer-driven technology is more accurate, diagnoses potential problems more quickly, and enhances overall patient treatment. Advanced technology like digital x-rays allows us to gather more detailed information — with less radiation and invasive procedures.
- Qualified, experienced dentists. Your hygienists are the first line of defense in keeping your patients’ teeth healthy — and identifying possible issues. When you’ve got highly skilled, well-qualified dentists with different specialties on board, their expertise empowers them to diagnose and treat even the most complicated problems. Like other medical fields, dentistry is constantly evolving. Your dentists should champion continuous improvement by staying up-to-date on the latest techniques and tools. Empower them to grow their knowledge by encouraging them to attend conferences, network with other dentists, and providing other training opportunities. State licensing boards require a certain number of continuing education hours for dentists — make it easier for your dentists to stay at the top of their field.
- Consistent (and clear!) communication. From the receptionists to the hygienists to the dentists, every interaction your patients have should be positive. Everyone on your staff should have good communication skills. Good communication helps cultivate and sustain trust with your patients and helps avoid potential problems in the future. Patients should never have to guess about the best procedure for them — nor what it costs, for example.
- Attention to detail. Even the smallest mistake can shake someone’s confidence in your practice. That attention to detail begins as soon as your staff contacts a patient, from addressing them properly (and spelling their name correctly!) to the hygienists meticulously carrying out the appointment and the dentist examining x-rays closely to verify all is well — or find a problem. Slipshod recordkeeping or mistakes made in the examination room won’t win new patients or help you keep those you have.
- Respect, politeness and patience. In a world that often lacks respect and courtesy, how you treat your staff, how they treat each other, and how they treat their patients is huge. All employees at a top-notch dental practice will have well-developed interpersonal skills. They’ll have the patience to answer their questions and reassure anxious patients. Teams will support each other, too, even (or especially) when everything feels like it’s going wrong. When employees are confident in knowing they’ve got each other’s back, that “all in it together” attitude permeates the entire practice.
Today’s patients expect more from their dentists: personalized care, the highest level of dental technology, user-friendly websites, options for online appointment scheduling and appointment reminders, and even a robust social media presence. Dental patients aren’t afraid to shop around for the care they want. Now, more than ever, you must take whatever steps necessary to ensure your dental practice includes all the good qualities your patients expect.