Creating an Experience: The Key to Reducing Patient Fee Questions

As a dental practice owner, you may often find yourself facing questions about fees from patients. It's a common challenge that can be frustrating and time-consuming. However, after working with practices for the last 24 years, I've seen a clear trend: practices that provide an exceptional experience for their patients rarely face these questions. Instead of reducing your service to just a fee, let's explore how creating an outstanding patient experience can transform your practice.

Teamwork: The Foundation of an Exceptional Experience

The first step in creating an experience is building a strong, cohesive team. Teamwork is essential, and it stems from having well-defined systems and scripts. When everyone on your team follows established systems, the environment becomes less chaotic and stressful. This stability is noticeable to your patients.

For instance, consider Disney's approach. Their systems are so meticulously planned that every team member knows their role and responsibilities, ensuring guests have a seamless experience from start to finish. Similarly, in your practice, having clear systems allows your team to work together efficiently, reducing stress and creating a calm atmosphere that patients will appreciate.

Focus on Systems and Scripting

Once you have your teamwork in place, it's crucial to give your team something to focus on – namely, your systems and scripting. When your team understands what should happen before and after their responsibilities, they spend less time fixing problems and more time providing excellent care.

Take Chick-fil-A as an example. Their staff is known for their polite and consistent service, which is a direct result of their rigorous training and scripting. By implementing similar systems in your practice, you can ensure that your team knows exactly what to say and do in various situations, leading to a more predictable and pleasant patient experience.

Training Your Team on Service Excellence

Your team needs to be trained on the level of service you want to provide. Many team members may not have experienced top-notch customer service themselves and might not know how to deliver it. It's your responsibility as the practitioner, owner, or manager to demonstrate and reinforce these strategies.

For example, effective communication skills are paramount. Your team should be trained in refined scripting and word choice, ensuring that they convey empathy and professionalism. Additionally, body language plays a significant role in patient perception. Simple gestures, like maintaining eye contact and smiling, can make a significant difference.

Real-World Examples

Consider a scenario where a patient calls to inquire about a procedure. Instead of just quoting a price, your front desk team should engage the patient in a conversation about their needs and concerns. They can explain the value of the procedure, using positive language and empathetic listening to build trust. This approach not only informs the patient but also reassures them that they are in caring hands.

Transitioning Away from Insurance Companies

Creating an exceptional patient experience also plays a crucial role in transitioning away from insurance companies. When patients perceive the value in the experience your practice provides, they are more likely to stay with you, even if you are out of network. By focusing on teamwork, systems, scripting, and service excellence, you can build a loyal patient base that sees beyond the fees.

Conclusion

In conclusion, transforming your practice from a transactional business to one that provides an outstanding experience is key to reducing questions about fees. By fostering teamwork, focusing on systems and scripting, and training your team on service excellence, you can create an environment where patients feel valued and cared for. Remember, practices like Disney and Chick-fil-A have set the bar high for customer experiences – and so can you. By investing in these areas, you'll not only enhance patient satisfaction but also set your practice apart from the competition.