Five Reasons Your Patient Experience Is Missing the Mark

According to the Henry Schein One Industry Report, the average patient retention rate is 57% — and that’s probably not a surprise to you. The patient experience can feel like an elusive aspect of dental practice life. While patient expectations vary, there are five common reasons that your patient experience is missing the mark. 

1. Neglecting follow-up care. Average providers are leaving hundreds of thousands of dollars on the table in unscheduled treatments, and a large part of that is because patients aren’t returning for follow-up care. This also places patients’ dental health at risk and makes it challenging for them to receive benefits that care continuity provides.

2. Ignoring patient feedback. Among the most valuable points of connection with your patients is what they share with you via reviews and surveys. And it’s not just returning patients that are affected by your response to their feedback. Potential patients are also looking at your reviews before they schedule their first appointment.

3. Leaving your front office to fend for themselves. An unsupported front-office team often leads to inefficiencies and a weak patient experience

4. Managing appointments ineffectively. According to the Henry Schein One Industry Report, the average no-show rate is 4%. That number may sound small, but in reality, a single no-show per day for a year can lead to $20,000-$70,000 in lost revenue. Inefficient booking systems ultimately lead to patient frustration and missed opportunities.

5. Lacking a sense of urgency. Patient procrastination about dental care can be countered by communicating urgency. By educating your patients, you can build stronger patient relationships and promote good oral hygiene. Every person in your office should be making it clear how important it is for patients to take care of their oral health.

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Ready to turn your “good enough” patient experiences into great ones? Check out our full guide for tips on taking your practice to the next level.