Inside Marketing – Patient Experience Considerations

Question: What is internal marketing in a dental practice?

Answer: Internal marketing focuses on creating an exceptional patient experience within the practice. It includes how the patient is greeted, treated during their visit, educated about their treatment, and nurtured post-visit to encourage retention and referrals.

Question: Why is internal marketing important?

Answer: Internal marketing builds trust, improves case acceptance, and fosters long-term relationships with patients. A positive experience not only retains patients but also encourages word-of-mouth referrals, which are invaluable for practice growth.

Patient Experience and First Impressions

Question: What elements contribute to a positive first impression in the practice?

Answer:

1. A warm greeting and friendly demeanor from the front desk team.
2. A tidy, clutter-free environment with pleasant smells and calming elements like music.
3. Professional behavior and conversations among staff to create a welcoming atmosphere.

Question: How can practices ensure their office environment aligns with patient expectations?

Answer: Conduct regular evaluations or “secret shopping” to identify issues like clutter, odors, or unprofessional behavior. Gather candid feedback from third parties to refine the patient experience.