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The Role Dental Employees Play in Patient Retention: The Customer Experience

Edited 2021

As Dental Professionals, we all know that visiting the dentist is an important part of taking care of ourselves. Being greeted with a smile or a friendly tone over the phone can go a long way when it comes to retaining patients. The Dental Team from the Dentist to the Receptionist, from the Dental Assistant to the Dental Hygienist plays a significant role in keeping patients happy and coming back. Let's look at simple ways Dental Staff can help boost patient retention.

Making a good first impression: Whether it's a new patient or a returning patient, they should always receive a warm welcome when they enter the office. And the warmth shouldn't stop at the front door. Whether we’re talking about RDH jobs, the Dental Office Manager position, or the Dental Assistant title, each staff member should do their part to make patients feel welcome and comfortable. 

Perhaps the patient is seeing the Dentist and the Dental Assistant today. What’s preventing the RDH from stopping into the operatory to greet the patient? Nothing says: “we appreciate you” more than someone going out of their way to say “hi!”


Being professionally trained: If an employee isn't properly trained to greet patients, there’s a high probability the patient is going to question whether they’ll return. It is so important to hire qualified candidates from the start. Utilizing dental job boards can help dental offices fill RDH jobs, EFDA jobs, and positions for Office Managers. 

However, without the right “people” training, a poorly trained Dental Professional can erode the patient base the Dentist has worked so hard to attain. In-office “people” training is a huge part of ensuring patients receive the most positive experience.

Showing respect: Most patients would agree that going to the dentist isn't always a pleasant experience. Often patients present admitting fear or nervousness; dental staff members should always be overtly respectful of patients who feel nervous and uncomfortable. Put another way: dental staff should never do anything to diminish their feelings to make patients. Respectful Dental Staff Members who strive to give patients a positive experience will make happy, paying patients who keep coming back.

Dental offices are hiring more Staff than ever before. In fact, between 2016 and 2026 the employment of Dental Hygienists is expected to grow by 20%. There are Professional licenses and certificates required to perform the duties of these Dental Professionals; the training of the Dental Team r to care for the patient experience is equally as important. I recall a dentist early in my career saying: “I had to go to the Dentist yesterday, and I was reminded how uncomfortable it can be and I knew what to expect.”

Looking for a Dental Team Professional with stellar soft skills to work with your patients? Go to DentalDtaffing.org, become a Member, Develop your Practice Profile and Write the Ad. Be sure to read the article on “How to Attract and Hire the Best Dental Team: Writing the Ad.”

 

 

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When you spend your time and energy dealing with non-clinical issues such as insurance, employee turnover, accounts payable and receivable, you can’t enjoy the work you were trained to do. At DentalStaffing.org, our consultation will work with you to identify the issues and give you solutions for moving forward. Then you can start running your practice instead of your practice running you.

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“If you build a great experience, customers will tell each other about it.
Word of mouth is very powerful."
- Jeff Bezos, Amazon