Customer Experience
Customer Experience Management (CEM) helps optimize interactions from a customers perspective to foster loyalty. Creating an exceptional customer experience begins with understanding your customer. Converge Dental uses a unique approach to creating a frictionless experience for your patients by creating emotional connections at key interactions along the customer journey. Capturing feedback completes the loop and helps track customer perceptions to measure success.
Patient Lifecycle
At Converge Dental, we have simplified and organized the customer journey map into 5 categories of a patient lifecycle: Intake, Assess, Educate, Treat, & Retain. Fully understanding the 5 categories of the patient lifecycle will help with new patient acquisition, maintain a long-term relationship, & create happy patients. Mastering & implementing best practices in every category of the patient lifecycle will increase customer satisfaction, loyalty & create brand ambassadors!
Intake
Customer touch points typically include a website visit and/or phone call to schedule an appointment followed by arriving at the office and an initial greeting and paperwork. Each interaction leads to a first impression upon arrival, all of which can influence the patient experience before ever reaching the chair.
On industry average, only 23% of new patient calls are converted to appointments and inefficient scheduling techniques can increase open time by 9% or more all leading to six figure losses in annual revenue.
Learn to improve the quality and efficiency of communication with the patient, enable scheduling for profitability, and streamline the intake process to reduce cost and improve the patient experience.
Assess
The assessment phase requires a thorough look at patient lifestyle, medical & oral health history, dietary habits, in addition to fear & anxiety to have a comprehensive diagnosis and treatment program. A comprehensive assessment involves personal questions that many may not be comfortable discussing. Better communication and relationship skills builds trust between patient and practice that improves patient health and practice growth.
A healthy practice has 35% to 50% enrollment in periodontal program, but poor assessment & diagnostic practices reduce enrollment negatively impacting patient health and significantly reducing annual revenue.
Learn assessment best practices for room preparation & motivational interviewing techniques that improve patient experience. Apply the assessment stage checklist to ensure comprehensive diagnosis and treatment improves patient health and the bottom line.
Educate
An uninformed patient cannot make informed decisions thus communicating the root cause, options, and recommendations for treatment are a vital part of treatment acceptance.
Allocating the proper time to educate the patient and using a consistent approach to analyze and communicate assessment findings and recommendations to the patient increases treatment acceptance rates and improves the patient relationship.
Learn leadership and communication techniques that empower employees to be confident while motivating and presenting to patients. Significantly improve overall oral health care and prevent delayed or denied treatment.
Treat
Providing pain free treatment in a clean and safe environment is a crucial part of the patient experience; however, more subtle factors are also a large part of the experience. Establishing a rapport with patients and understanding non-verbal queues & anxieties enable you to provide clear, non-judgmental communication that strengthens the relationship and builds trust.
A lack of rapport and trust decreases the efficiency of the appointment and can lead to declining proposed treatments and a loss of revenue. Furthermore, a lackluster patient experience can increase the patient attrition rate to up to 20% or more.
Learn to efficiently and effectively build long lasting relationships and communicate in a manner tailored to the patient’s style and preference. Apply best practices for a seamless appointment flow that elevates the patient experience
Retain
Ensuring the patient is handed off from the back to front smoothly and that any discussions about future appointments result in a scheduled visit before the patient leaves is the best way to capture recurring revenue. Gathering patient feedback is also used to improve the quality of service and patient experience
Reducing the patient attrition rate is a key objective and the easiest opportunity to do so is from chair to checkout. Many patients will not schedule the next follow up cleaning if it isn’t done before leaving resulting in lost revenue.
Learn best practices for hand-off & exit procedures. Understand how feedback surveys can unlock hidden revenue potential and create loyal brand ambassadors for your practice.