In dentistry, mastering the patient journey is essential for ensuring a smooth, positive experience for patients while maintaining an efficient and profitable practice. When I refer to the “dental patient journey,” I mean the entire process that patients experience, from the moment they first hear about your practice to post-visit follow-ups. Breaking this journey down into structured stages can help streamline our workflows, minimize stress, and create a stronger connection with patients.
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Recently, I kicked off a series of in-person Dentrix user meetings around the country, with our first event in Seattle. It was fantastic to engage with dental professionals in person again! At these meetings, I’m focusing on three main stages of the dental patient journey: the pre-visit, the day of the visit, and the post-visit. Let’s dive into each of these and see how they contribute to building an efficient and engaging experience for our patients and teams.
The Pre-Visit: Laying the Groundwork
The pre-visit phase sets the stage for the patient’s entire experience. Before the patient even walks in the door, we have multiple opportunities to make a strong impression. Often, patients will first connect with us online—whether through a Google search, a social media post, or a referral from a friend. The goal during this phase is to make it easy for patients to engage with us, whether that’s booking an appointment or finding more information about our practice. This part of the dental patient journey is critical because it’s often where patients decide if they want to trust us with their care.
Think about what you’d want to see if you were looking for a new dentist. Most of us start by looking up “dentists near me” on our phones after work, while we’re finally unwinding. If they land on your website and see friendly team photos or read glowing testimonials, it reinforces that they’re making the right choice. To further enhance their experience, provide a simple “Contact Us” button or online booking options. Online forms can be a game-changer here, letting patients fill out essential information before they arrive. Embracing tools like online scheduling and forms can make a huge difference in capturing their attention during the pre-visit stage of their journey.
This pre-visit stage is also where the dental team is setting the stage for an efficient and optimum workflow. We can be ready to collect money on the day of service and have a patient treatment plan generated on the day of service if we have a few things in place prior to the patient walking in the door. If we have the insurance updated and the patient co-pay communicated, then anyone on our team can collect money and present treatment. This is a win-win for everyone.
The Day of the Visit: Creating a Seamless Experience
Now that the patient has scheduled their appointment, the focus shifts to the day they arrive. Imagine they’re here for a hygiene appointment but bring new insurance information, catching you by surprise. You’re left scrambling to verify their benefits, which disrupts the flow of the visit and may delay care. I’ve seen this happen so many times, and it often adds unnecessary stress for both the team and the patient.
What if, instead of scrambling, we used a pre-visit checklist to ensure we’re prepared for each patient? This could mean verifying insurance information ahead of time, so if they have new coverage, we can update it before they arrive. Moving from “scramble time” to “preparation time” can save us a ton of stress. We’re talking about transforming those 15 to 30 minutes of last-minute verifications into proactive preparation that reduces bottlenecks and allows us to focus on delivering excellent care.
Having a clear process for the day-of visit helps make the dental patient journey smoother, creating a positive experience from the moment they step into the practice. Patients sense when we’re prepared and focused on their care rather than being sidetracked by administrative details. This structured approach doesn’t just benefit our patients; it allows the entire team to be more productive and fulfilled in their work.
The Post-Visit: Building Stronger Connections
Once the patient leaves, the journey isn’t over. Following up effectively can reinforce the trust we’ve built during their visit. This could mean sending reminders for future appointments, providing educational content related to their treatment, or making sure all treatment documentation is complete and accurate. This part of the dental patient journey is often overlooked, yet it’s essential for building long-term relationships with patients. It’s also where a lot of practices miss opportunities to ensure accuracy and improve cash flow by staying on top of claim processing and payment collections.
Claim denials can often be avoided if we are fully prepared before the appointment. When the dental team verifies insurance details carefully ahead of time, it significantly reduces the risk of claim issues down the road. This preparation leads to fewer follow-up calls with patients about denials or additional information, saving both the practice and patients time and hassle.
In short, the post visit systems should be focusing on making sure our patients feel valued and building trust, while also maintaining the financial health of our practice.
Bringing It All Together
By investing time and attention into each stage of the dental patient journey—the pre-visit, the day of the visit, and the post-visit—we can create a more productive, profitable practice that patients genuinely enjoy visiting. For those who manage a dental practice, I encourage you to shift “scramble time” to preparation time, ensuring that patients are met with a calm, efficient team ready to address their needs. Small changes in our processes can have a big impact on patient satisfaction, team morale, and practice profitability.
Next week, I’ll dive deeper into creating a personalized pre-visit checklist to help you start making these changes. Let’s commit to a seamless, well-prepared dental patient journey that benefits everyone involved!
