The key to success for any business is providing the service and products required by its customers. Finding out what people want from the business is essential in order to tailor the service delivered and meet their expectations – and this should not be different in dentistry. As a trained professional, you will of course be best placed to understand the clinical treatments patients need, but it’s still important to find out what outcomes the patient desires.
Sheila Scott, renowned dental business consultant, believes practices need to take this into consideration, changing their approach to improve the patient experience and enable the business to survive and prosper in the dental industry:
“I have often come across situations where dental nurses and dentists in the same practice have contradictory ideas about what their patients want,” Sheila says. “Similarly, many receptionists, who are the first people to greet visiting patients and provide information, may have different ideas again, and additionally do not know what the practice has to offer or what goes on behind the treatment room doors.
“Practice teams need to understand patient needs accurately, and have protocols in place to deliver an excellent service that meets their patients’ expectations. Communication is key here – patients need to understand how the practice looks after them, and how it meets their perceived needs.
“Many patients still think that when they visit a practice, the dentist simply looks in their mouth to check for ‘holes’ and treatment needs. But we all know there are many more aspects to the examination than that, and we now know that what patients really want from a practice is ‘a clean bill of health’. Patients need to be led gently through the full examination so they can fully appreciate that this is the purpose of the practice too – and so they can appreciate the full value of their visit. This will increase patient satisfaction and engagement due to enhanced understanding, and better engagement with dental health usually means that patients understand the value of any procedures needed for improvements.”
As Sheila goes on to discuss, effective communication requires teamwork.
“It is important for the whole team to work together so that consistent messages are conveyed to every patient. Showing patients how much the practice cares about their needs will further enhance their experience, ultimately boasting the practice’s reputation and increasing referrals.
“Additional benefits of close collaboration and effective communication mean that facilities and skills within the practice can be fully utilised. The hygiene department is the perfect example of this – I think they are the most under-used, under-rated profit centres of practices throughout the UK. We could double, triple or even quadruple the amount of hygiene services offered and it would go a long way to capturing the hearts and minds of patients, improving their experience and encouraging them to return time and time again.”
Sheila is taking on the role as Chair of the Dental Business Theatre at The Dentistry Show 2015 and will be giving a lecture entitled ‘The Healthy Practice’ as part of the two-day conference programme.
“The Dentistry Show is one of the key meetings of the year for everyone working in the dental industry. It is busier and busier every time - the formula just works. As the Chair of the Dental Business Conference I am looking forward to welcoming a variety of industry-leading speakers, who will discuss an extensive range of topics to enlighten professionals and encourage the long-term success of their businesses.
“I will consider the approach practices need to take to be able to establish what their patients need, and how to meet those needs. I’ll also look further into the importance of teamwork and a unified approach from the entire team, helping dental practices to add value to their services.”
Sheila will be speaking alongside Tracy Stuart, Nigel Reece, Sarah Buxton and Krishan Joshi within the Dental Business Theatre, with topics covered including employment and HR law, marketing and finances. An array of additional learning opportunities will be on offer for principal dentists and their teams throughout the event, with lecture programmes dedicated to different dental disciplines and designed to enhance both clinical and business skills.
Hours of verifiable CPD, hands-on workshops and live surgery demonstrations will also be available, as well as an extensive trade exhibition hosting all the leading dental manufacturers and suppliers. The exciting new Launchpad UK initiative will provide you access to the very latest products, materials and technologies to reach the UK industry, ensuring your practice stays ahead of the game.
To discover how much more The Dentistry Show 2015 has to offer you and your team, and to book your free passes, go online today.
The Dentistry Show and DTS 2015 will be held on Friday 17th and Saturday 18th April at the NEC in Birmingham. For further details or to book your free pass please visit www.thedentistryshow.co.uk, call 020 7348 5269 or email This email address is being protected from spambots. You need JavaScript enabled to view it..