Tracy Webb explores how to tell if a patient is unhappy and ways you can reverse the situation…
It’s a given that you always want your patients to be happy with the service you provide and outcome of their treatment. Providing quality care that impacts positively on your patients was probably a key factor in choosing dentistry as a career, so happy patients often makes for happy dentists. Not to mention that they are also good for business – satisfied patients will remain loyal and are likely to refer your practice to others.
But, how easy do you find it to spot the signs of a patient that is becoming unhappy, and what can you do about it? Below are some signals to look out for that can help you to pre-empt if a patient’s satisfaction is dropping and take action before it reaches a point where they begin looking at your competitors.
They can’t remember your name
If a patient struggles to remember your name, it suggests a lack of intimacy and engagement with your practice’s team. Dentistry is built on having good relationships with your patients that create a strong bond between you and them. If they see you simply as ‘the dentist’ or ‘the hygienist’, it suggests they don’t feel that connection.
You can try to redress this by introducing the personalities of team members wherever possible. This could be as simple as name badges, introducing yourself and colleagues by name, having team photos on your website, signing any emails or letters by name, having short videos or blogs profiling team members on your website/social media, etc.
They compare you to your competitors
If a patient starts comparing your services, offers or treatments against the practice down the road, this suggests that they are questioning the value of what they get from you. Patients are becoming savvier and it is easier than ever for them to compare practices, just a quick search online or via social media is all it takes.
Similar to the above point, often the key can be building relationships and personal connections that patients won’t necessarily receive elsewhere. Being clear about your unique selling points and the added value you offer is also important, so if comparisons begin being made you can confidently explain these and make your case.
They complain a lot
It’s kind of an obvious clue – but clearly, if a patient is complaining a lot then there is an issue, or several issues, that they are not happy with. It can sometimes be tempting to just think that a serial complainer is someone who would just never be satisfied. However, every patient is worth fighting for, particularly when you consider the income they can bring in during a lifetime. Plus, even if you feel some of their complaints are not valid, some may be and can provide an opportunity to improve your service.
In this instance, the situation can often be turned around by inviting the patient to share their concerns, ideally face-to-face, listening to what they have to say, and acknowledging if there was any mistake on the practice’s behalf. If that patient feels like their point of view has been heard and understood, that is a positive experience that re-starts the relationship in the right direction.
