The importance of customer service tends to differ depending on the service being provided. Most people expect more positive care from a sales representative or insurance agent than a plumber or mechanic. Of course, quality customer service in any field increases its value, but we have a wide range of needs and expectations among service providers. When it comes to seeing the dentist, we probably have some of our highest hopes for customer satisfaction.
Customer Service Expectations of a Dental Care Provider
There are certain variables that make one dentist a better fit than another. If you have severe dental anxiety you probably are looking for a practice that offers sedation or nitrous oxide. If you have children, you want a dentist that has a gentle and friendly approach, and if you’re busy, convenient and flexible appointment times.
No matter what your requirements are some qualities are fundamental to a positive dental experience.
- A Good Staff – The front-office staff should be friendly, informed, and efficient, greeting patients warmly while guiding those who have insurance issues. They also work hard to set appointments that maximize treatment benefits while remaining convenient for the patient. An effective staff also plays a big part in creating a relaxing atmosphere and helping you build trust in the practice.
- Communication Skills – A provider with listening skills can better understand your history and current dental issues. This allows them to better meet your needs and also helps build a trusting relationship. By clearly explaining the condition of your oral health and treatment options, you can make an informed decision about recommended procedures.
- Reliability – Qualities that deliver consistently positive experiences and solidifies a good patient-doctor relationship include honesty and a smooth running operation that avoids patient surprises. A necessary, scheduled treatment not being available, due to unpredictable circumstances, is certainly forgivable, but should not be common.
- On-time Appointments – Having to wait for your scheduled treatment can be frustrating and interfere with your busy schedule. While emergencies happen and are prioritized, overbooking and undervaluing patients’ time is not a sign of a compassionate dental professional.
Does Customer Service at the Dentist’s Office Influence Results?
The truth is, the patient-dentist relationship is highly dependent on the level of trust that has been established. The more faith a patient has in their dentist and the less distraction caused by aggravation, the more likely they are to follow vital instructions. When a patient has not built this level of trust, they may not place much weight on after-care recommendations or warnings. Patients who feel comfortable with their dentist are also more likely to keep follow-up appointments. This continuity of care decreases complications that can directly affect the outcome of your dental treatment.
For a Yucaipa dentist and staff that truly cares about the services they provide and the welfare of our patients, call Dr. Maryellen DeBanff at Dentartistry today! We combine art and science to deliver comfortable dental care that meets the individual needs of our patients.