3 missing pieces commonly not factored into 'The Patient Journey'

The patient journey is one of the most important aspects in building a positive trust-based relationship with patients. But what is it exactly? 

The term patient journey describes the touch points between patients and the dental team.

In creating a streamlined experience we are allowing for the person to feel, happy, confident, and cared for. Not only that, excellent dialogue and a good ear for listening and reflective questioning will allow the person to feel heard, increasing the likelihood of engagement.

Communication

We recognise that by developing your communication skills and style you will potentially grow your business and your reputation. Our previous blog titled 'what is effective communication, and how do I overcome the restrictions of PPE' delves deep into the subject of communication and will allow you to consider ways to enhance your communication style.  Learning the psychology behind communication allows you to understand more about your patients, you can understand more about their motivators and desires and get to the core of their requirements succinctly.

Time

A person requires a level of understanding of the treatment process, its risks, and its benefits in order to consent to treatment.  Allocating designated communication time within the journey will allow for an individual to obtain information, seek more, and confirm understanding.  All dental professionals are required to assist patients to make well-informed decisions regarding treatment procedures. Time for such dialogue reduces the risk of litigation surrounding consent because both clinician and patient have allowed themselves to converse and reach a mutual arrangement about any forthcoming treatments.

Team Work

 When a patient visits your dental practice they do not meet just one person, they meet and interact with the whole dental team.  It's key the whole team have a core understanding of the practice's core values and philosophy in order for them to partake in the patient experience. Every contact point within the practice requires role-specific training to help them guide the patient and support the patient's needs, not only that they have the opportunity to build a relationship and make that person feel unique.  Failure to break the patient journey down will create miscommunication, frustration, lack of trust, and a failure in treatment uptake.

When considering your patient journey think about the key phases and what is involved

1. Pre-appointment- The enquiry, website, social media, email, and call handling- Is your message clear and universal?

2. Appointment scheduling and pre-appointment data gathering: what duration is the appointment, what information needs to be gathered pre-appointment and by whom

3. The appointment: meet and greet- who does this and how. 

4. The examination- who does what here, what is said, how is data gathered and documented 

5. Becoming a regular patient - do you uphold the same high service level once they are part of your dental practice?  This biggest mistake practices make is when they roll out the red carpet for a new patient but don't follow through the same when they are regular

The gold standard experience should allow the patient and clinician to create a partnership. In dentistry, the clinician is the expert in their field and the patient is the expert in their dental issues/ concerns or requirements.  When the clinician can respect the patient's point of view, listen, and understand it becomes easier for them to work together and creating a healthy relationship, a care pathway, and fulfill their requirements with little risk of miscommunication or surprises.

So thinking about your patient journey. What is it exactly, is it just a term used to describe a patients transition through your practice or have you delved deep into the granular detail of the contact points and developed the experience?