All about the patient experience (with passing reference to the game of chess)

chess game

Here’s what dentistry 2016 looks like through the eyes of the patient:

The beginning game:

  • I decide it’s time to do something about my teeth because a trigger event has taken place in my life or is confirmed for the near future
  • I hear about your dental practice (or your dentist) from a trusted friend
  • I search for your web site on Google (organic) or
  • I connect with your practice via a friend’s social media channel
  • I visit your web site
  • I read your online reviews
  • I download your free guide in return for my email address and my consent for you to send me a newsletter
  • I follow your social media posts
  • I read your newsletters
  • until I’m ready…..

The middle game:

  • I contact you via the web, telephone or personal visit
  • I attend an initial assessment and/or consult
  • You listen
  • You present your treatment plan
  • I decide to proceed when all of my questions have been answered satisfactorily and I trust, respect and like you

The end game:

  • You deliver a first class clinical outcome and customer service experience
  • I’m so pleased that I’m happy to comply with your requests
    • for online reviews
    • for recommendations
    • for a written or video testimonial
    • to join your membership plan
  • I tell a trusted friend about your dental practice (or your dentist)
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