What can dentistry learn from the service industry?

Dental services often lack behind the general service industry.

The service industry encompasses businesses that provide services rather than physical products. Dentistry does not provide “tangible goods” for sale.

Dentists and their staff have a direct personal interaction with their customers (the patients) and hence require strong interpersonal and customer service skills as well as practical skills to perform clinical work.

How can dental practices exceed the expectations of their patients?

1. Each patient feels important, valued and exclusive to the practice
2. Each patient feels respected, safe and cared for
3. All common areas are relaxing and comfortable
4. Drinks will be offered to patients on arrival
5. Front line staff are smiley and engaging
6. Enquires and emergencies are responded to promptly
7. Waiting times for treatments are short
8. Patients are informed about various treatment options and their fees
9. Communication is jargon-free and easy to understand
10. Treatments plans are handed out in writing and explained in simple terms
11. All staff are of a caring nature and are thoroughly trained
12. Dental treatments are up to date and of long lasting quality
13. Dentists and staff keep up with new techniques and developments
14. Ask for patient feedback and suggestions to improve the clinic’s service

If a dental practice offers a more than satisfactory outcome to the patients’ experiences the practice will be rewarded with great reviews, loyal patients and plenty of recommendations and referrals. What else can you ask for?

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