What does the patient experience look like at your practice?
In this post-COVID world, how we treat our patients is more important than ever. We simply can’t afford to lose people over poor customer service. A recent experience at my periodontist’s office reminded me how impactful kindness and respect can be.
They needed to take a full set of x-rays -- ouch! That would cost me $180. Since I don’t have dental insurance, I decided to walk across the hall to my regular dentist and ask their price. Turns out, it was $160, and they could take me right away. So I told both offices I was comparing prices. Honestly, I expected to feel cheap or awkward.
Lisa Newburger.
But you know what happened?
They supported me. All the staff, in both offices, were kind, understanding, and even laughed at my goofy jokes. No judgment, no pressure, just respect for the fact that $20 is $20.
This was refreshing. In other offices, I’ve felt that subtle (or not so subtle) push to spend more without question. That would’ve been a mistake with me -- and probably with a lot of other patients as well.
Let’s be honest: Dental assistants are the heart of the patient experience. You're often the first and last person we interact with. And yes, you matter -- big time.
When I arrived, I got the standard “How are you doing?” Poor thing. She didn’t know what she was in for. I told her the hallway smelled like someone was burning incense at a toxic level (thanks to the oral surgeon next door). I’d ignored it for months, but today I decided to speak up.
The dental assistant looked alarmed until she realized I wasn’t blaming them. I just wanted to say something. I saw our receptionist get up to address it herself, but I told her, “This is my battle. You work here. I just visit.”
I took my complaint directly to the other office. I kindly suggested they use a lighter scent. They didn’t care. I wasn’t their patient ... and now I never will be.
But the fact that my office cared? That earns them major brownie points.
Look, I get it, everyone is stressed. Offices are short-staffed. Dental assistants are doing the work of two people. But here’s the truth: Patients don’t care that you’re short-staffed. We just want to be treated with kindness, respect, and attention.
That receptionist? She was kind. She saw an irritated patient and tried to help. The problem wasn’t solved, but I felt heard. And sometimes, that’s enough.
So, I ask you, do you hear your patients?
Lisa Newburger is a talent acquisition specialist with Your Partner in HR, where she puts her superpower of connecting people to work. She has a master's degree in social work from Loyola University and a bachelor's degree from Ohio State University. Newburger is a licensed independent social worker supervisor. She has published more than 300 articles and has earned awards such as Toastmaster of the Year and Distinguished Toastmaster.
The comments and observations expressed herein do not necessarily reflect the opinions of DrBicuspid.com, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.
