Perfecting the New Patient Experience

With the overall decline in dental care among adults intensifying the competition for production revenues, few practices can afford to let prospective new patients slip away. For this reason, it's time to ask yourself these three questions:

To ensure that you get your share of new patients (and then some), you should plan all aspects of their patient experience, from their first contact with your office to their first patient visit. Think of this as the New Patient Experience—a carefully planned, step-by-step process that lays the foundation for a strong, lasting, and productive relationship between the patient and your practice.

The New Patient Experience consists of three essential parts:

1. The Initial New Patient Call
When the phone rings and the front desk coordinator realizes the caller is a prospective new patient, he should launch immediately into a carefully scripted interaction. His objective is not only to appoint the caller (within 7 days) but also to accomplish much more:

• Display an enthusiastic, welcoming attitude that will make the patient feel comfortable about joining the practice
• Collect the usual new patient information as well as other personal details that will serve as the basis for relationship building
• Portray the doctor and practice in a positive manner to convey the value of joining the practice
• Inform the patient that a coordinator will give a courtesy call 48 hours before an appointment to confirm

2. The New Patient Orientation
Like the first call, the first visit to your office will help shape the patient-practice relationship for years to come. You should prep your staff in new patient orientation as part of your daily business meeting. We recommend that on the day of the first appointment, everyone welcome the new patient warmly by name. After introducing the amenities available in the reception area, the front desk coordinator should hand off the patient to the hygienist or dental assistant, who will continue the “tour” of the office.

3. The Comprehensive New Patient Exam
After you are introduced to the new patient, spend several minutes getting acquainted with the patient, drawing from the personal facts gathered in the first phone call. Then ask about the patient’s dental history and current condition before beginning the examination. Once you have established a person-to-person connection, showing your professionalism and caring attitude, conduct a comprehensive exam. This exam consists of five phases: periodontal, tooth-by-tooth, cosmetic, implant, and occlusal. Then use your findings to create an equally comprehensive treatment plan. This ideal treatment plan can then serve as a blueprint for both need-based and elective, single-tooth and multi-tooth, short-term and long-term services you can provide the patient for years to come.

Conclusion
By carefully planning the New Patient Experience, defining how you and your team treat each prospective new patient every step of the way, you will earn both loyalty and greater production.
 

Click here to download a free Practice Performance Matrix™, along with instructions about how to rate your practice and interpret your score.

Dr. Roger P. Levin is a third-generation general dentist and the Founder and CEO of Levin Group, Inc., the largest dental management and marketing consulting firm in North America. As a leading authority on dental practice management and marketing, Dr. Levin has developed the scientific systems-based consulting method that increases practice production and profitability, while lowering stress. A keynote speaker for major dental conferences, Dr. Levin presents more than 100 seminars per year. He has authored 68 books and more than 4,000 articles.