What a great long weekend that was! I hope you are enjoying the summer and taking plenty of time to relax and have some fun!

To continue our marketing series shared over the last few On-Track Tuesday Blogs, let's take a look at what happens once the client/patient visits your practice on the actual appointment day.

So far, we have identified the patient profile type and compelled them to reach out to us. We have educated them on the service they are interested in, communicated effectively, and seamlessly scheduled an appointment.

This is all part of delivering a 5-Star Patient Experience. The experience isn't just about the appointment day; it encompasses Before they become a patient/client (or before the appointment), During the actual appointment, and the After experience.

In this blog, we will delve into delivering the 5-Star Patient Experience on the appointment day! Let's continue using the OralRisk™ AI Genetics Testing as the service that has prompted our patients to reach out to us. This could be for an existing active patient, an inactive patient returning for this service, or a new patient.

Warm and Welcoming Environment

• Friendly Team: Ensure that your team is trained to greet patients warmly and make them feel comfortable. Always have a friendly face to greet your patients. The person who greets them should be happy and welcoming. Remember, patients are doing us a favour by choosing our practice.
• Personalization: Greet your patients by name and let them know how great it is to see them. Make each patient feel like they are the only person that matters. I have been in medical and dental offices where I felt like just a number, and I have been in offices and even hospitals where I felt like the only person that matters. Every person deserves a 5-Star Experience Welcome!
• Comfortable Reception Area: Provide a pleasant and comfortable reception area. Consider offering free WiFi and also provide educational material. Avoid having monitors or screens with the news playing, as it can often trigger anxiety. Instead, play educational videos, calming content like a Fish Aquarium Channel, a fun Pet Channel, or in the winter, the Fireplace Channel.

Thorough Consultation

• Personalized Consultation: During the appointment, offer a thorough consultation where you explain the OralRisk™testing process, answer questions, and address any concerns.
• Transparency: Be transparent about the costs, benefits, and what patients can expect from the results.

Efficient Testing Process

• Smooth Procedure: Ensure that the genetic testing process is quick and efficient. Always explain what you are doing so they aren't left wondering.
• Professionalism: Maintain a high level of professionalism and care throughout the entire appointment. Ensure the entire team is aware of the services you are providing so that communication can continue seamlessly at the front desk if someone has a question.

Ensure a Smooth Check-Out Experience

• The front team/admin should inform patients that you will be in touch once the results are in. If necessary, a consult will be arranged for the next steps.

Stay tuned for next week as I continue on this marketing path and share what is next with delivering the 5-Star Patient Experience. If you missed the beginning of this marketing series on On-Track Tuesday, you can read below.

Thank you for your support and reading! Please take a look on our website for upcoming Live Streaming Courses, Events, Free Webinars (coming up next month), The RDH View, Hands-on Courses, Career Postings and our Partner Specials. Be sure to check out our Summer Specials for the Dental Hygiene Quarterly and All Access Virtual Pass! Less than One Month Left for these Savings!!

Have a great week!

Kathleen

Kathleen Bokrossy, RDH ~ President