Patients want to be treated as unique individuals, not just another number in the system. To ensure positive patient relationships, both you and your staff should keep these key principles in mind:
- The Patient is Your Priority: The patient is never an interruption to your work—the patient is your work. All other tasks should come second. Giving the patient your full attention communicates respect and care.
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- Small Gestures Matter: Even when delegating tasks to staff members, a simple, genuine gesture like asking, “How are you feeling?” while your team member assists can provide comfort and reassurance to the patient.
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- Avoid Confrontation: Never argue with a patient. From the patient’s perspective, they are always right. Be an active listener, find common ground where possible, and focus on doing what you can to address their concerns and make them comfortable.
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- Finances Come Last: Never make finances the first topic of conversation. Starting with questions like, “Do you have insurance?” can alienate the patient. Discuss financial matters only after treatment options have been thoroughly explained and understood.
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The Ideal Dentist from a Patient’s Perspective
A patient’s perception of their dentist plays a huge role in their overall satisfaction. Here’s what patients typically look for in an “ideal” dentist:
- Confident:
The dentist’s confidence instills confidence in me as a patient. I trust their expertise because they approach my care with self-assurance.
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- Empathetic:
The dentist understands my feelings and experiences and communicates that understanding in a compassionate way.
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- Humane:
The dentist shows genuine care, kindness, and compassion throughout my treatment.
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- Personal:
The dentist remembers me as an individual, engages with me personally, and shows interest in who I am beyond just my dental care.
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- Frank:
The dentist provides clear, straightforward information, using plain language so I can fully understand my treatment options.
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- Respectful:
The dentist values my input, takes my concerns seriously, and works collaboratively with me to determine the best course of action.
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- Thorough:
The dentist is diligent, paying careful attention to every detail of my care to ensure I receive the best possible treatment.
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By embodying these qualities, you and your team can create a welcoming, professional environment that prioritizes patient care and builds lasting trust.
