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9FeatureMay 17-23, 2010United Kingdom Edition What keeps your patients coming back for more? Seema Sharma offers some advice W e all have been suf- fering and seen our neighbours suffering from the effects of the econo- mic downturn, but what keeps your patients coming back to you for more treatment? Invest in communication training for the whole team Many dentists concentrate on the high-production dentistry – smile rejuvenation, full-mouth rehabilitation, implants and si- nus lifts and so on, but what about when the money dries up and the patients drop off the radar? I have found it is often the simple things that keep your pa- tients coming back for more. These are sometimes the things that we forget about with the day-to-day chaos of run- ning a practice, but these are the things that will stick in your pa- tient’s minds and make the dif- ference to whether they return to you or not; in fact it is customer service and the smiles and per- sonal touches you display, that will keep your patients coming back to you for more. Keys tips for patient satisfaction Don’t keep your patients waiting We all hate to be kept waiting. Queues, call waiting, automat- ed answering services – I can’t think of one person who relishes any of the above. Patient surveys show that no more than 10 min- utes waiting time is acceptable. No excuses. Learn to manage your time effectively and book realistic appointment times. Take time to get to know your patients Greeting someone by name, even though you have not met them before, remembering where they went on holiday or what their children’s names are in age order, are all ways in which you can build rapport and get to know your patient. If you show your patient you care not just about their teeth, but them too, it will inevitably lead to them com- ing back to you for more. Don’t cancel or chop and change your patients’ appointments We all hate being mucked around, especially at the last minute. If you have to change an appointment, make sure you stick by your own rules and al- low enough notice and try to avoid at all costs. Roll out the red carpet every time a patient visits you Ever been to a salon or hotel where they have something so cool and thoughtful on tap and complimentary that it blew you away? It could be something as simple as having cool, fresh wa- ter available in an iced jug on a hot day, a warm hot towel avail- able to freshen up after a long treatment or an unexpected call the following day just to check how you’re doing after your root canal treatment. These are all examples of going that extra mile to make your patients comfortable and making them feel wanted and needed. Don’t underestimate these small touches; they go a long, long, way. Don’t fine your patients for non-attendance In my experience, fining pati- ents for non-attendance alien- ates patients – you can bet your bottom dollar they will not re- turn quickly! Instead, create value for the treatment they are about to receive. Create value! Once you have created value, you should have no problems collecting deposits to secure their next appointment. It is a darn sight easier to retain a de- posit than collect a fee for some- thing the patient has not had done yet. CQC Tip: Outcome 1 of a long list of care quality outcomes is that dental teams will have to demonstrate how they respect and involve the people who use their services, ie patients! DT Keep patients coming back to your practice by taking time to get to know them About the author Seema Sharma is the founder of Dentabyte.co.uk, which provides practice manage- ment and core CPD courses for all den- tists and practice managers, in pri- vate or NHS practice. She has also established a philan- thropic charity, The Sharma Founda- tion. For practice management and CQC support, email info@dentabyte.co.uk or visit Website: Dentabyte.co.uk If you would like to know more about her humanitarian efforts, email info@ seemasharma.co.uk.