If you communicate effectively with patients; drive a consumer-oriented healthcare experience – i.e. know specific patient preferences and engage with them effectively; you should already be driving a steady stream of treatments plan and case acceptance.

This means lots of interesting cases, treatments, loads of happy patients, right?

Unfortunately, that’s not always the case. Often, patients say no to or postpone treatment. “It’s too expensive” is a frequent excuse. They choose cheaper treatments with short term focus or no treatment at all. It’s difficult to argue prices and financial situations with the patient.

What’s going on? Is it a problem with the financial situation or the dental health priorities of your patients? Maybe, but often the problem is simply a communication and perception mismatch.

When things go wrong
We started working with a clinic that was working a full schedule with patients and was not taking any more new patients.

They were looking to grow the practice by increasing production per hour – i.e. optimising their capacity. When we interviewed and observed the staff they showed a great deal of technical professionalism and empathy towards their patients. However, they were not
turning this into treatment.

To be honest, this came as a surprise.

The problem wasn’t rooted in having too few patients, lack of expertise or lack of empathy. Not even lack of time spent with patients.

Turning insight into treatment
The practice started using intelligent and systematic patient profiling. They systematically screened their patient’s desires, preferences and barriers regarding dental treatment. And the results were significant. Here are the highlights:

  • The clinic acknowledged that their previous method of insight could benefit from an additional systematic and patient-oriented perspective – i.e. actual patient self-assessment
  • They identified a large group (almost 30%) of their entire customer-base as a ‘hidden’ risk group – i.e. patients with specific barriers of treatment that were mostly unknown to the staff but influenced their ability to treat the patients
  • They increased treatment uptake by 18% (for some groups up to 70%) resulting in a significant increase in profit

 

Improving patient communication
According to a Wolters Kluwer Health survey, 86 per cent of patients believe they have to take a more active role in their own health care experience in order to ensure a better quality of care. Almost a third of patients expect this experience to be the same as any other customer experience that is complete with choices and control.

This has led to the development of the Patient Insight platform, PI – Dental, which has now been used to survey over 30,000 patients.

PI Dental is a powerful Danish designed software solution that provides actionable patient profiles and automatically generates online reviews to assist you increase patient communication, increase case acceptance and grow your business.

PI Dental delivers the dentist and their team:

Actionable patient profiles
A rich and intuitive mental x-ray of the patient provides a solid foundation for your conversation with the patient. The mental x-ray shows you how to prioritise the likes and dislikes of the patient.

Automatic feedback & online reviews
The system automatically gets feedback from patients. PI Dental identifies your most loyal patients and enables them to easily share their great experiences online with friends and family.

It’s often hard to align patient preferences and financial situation with the best treatment. But if you’re willing to involve your patients you will not only produce a better starting point for your staff; they’ll produce more treatment uptake. More patients will get the right
treatment.

And isn’t that what dentistry is all
about?

PI-Dental is now available in Australia.

Visit www.pidental.com.au to find out more about PI –Dental and request a demonstration to learn how it can assist you grow your business

 

 

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