Patient Experience
What is the first impression every patient should receive when they walk through our doors?
What is A warm greeting, a smile, and feeling genuinely welcomed
Who owns the patient experience?
What is Everyone.
What is the purpose of a great handoff?
What is Creates trust, improves communication, and ensures continuity of care.
A productive schedule balances excellent patient care with what?
What is Efficiency and production.
What does every patient deserve every visit?
What is Consistency
If a patient has been waiting more than five minutes, what should every team member be asking themselves?
What is How can I help
Finish this sentence: "That's not my _____."
What is Job/Patient.
Why should every recommended treatment be clearly explained before the treatment plan coordinator works on the treatment plan ?
What is It builds urgency and patients understand their needs and are more likely to accept treatment. And it leaves the team on the same page.
Why is it important to protect doctor/hygienist appointment times?
Keeps patients moving efficiently and prevents delays.
When do we offer the comfort menu to the patient during their appointment?
What is After they have been seated in the room
Name two ways to ease a patient's anxiety during their visit.
What is
What are three qualities of a great teammate?
What is
Name two benefits of same-day treatment.
What is
You notice a one-hour opening tomorrow. Name three ways to fill it.
What is
Who receives a New Patient gift? And when?
What is New Patients whose NOT on Discount Plan and BEFORE the Treatment Plan coordinator comes in.
True or False: A great patient experience is created only by the clinical team.
What is False. Every team member contributes.
If another department is overwhelmed and you're caught up, what should you do?
What is Offer help before being asked.
True or False: If a patient says they need to "think about it," the conversation is over.
What is False. Continue educating, answer questions, explore concerns and other potential options.
When should we implement planned appointments?
What is When treatment planning and scheduling procedures
Name our Core Values
What is Growth minded, Integrity, Compassion, Always Learning, Team Player, Customer Service, Humility and Family
A patient tells you they're nervous because of a previous bad dental experience. What should you do?
What is Acknowledge their concerns, listen without judgment, reassure them, communicate with the clinical team, and provide extra support throughout the visit.
Culture is built by what we ________, not what we ________.
What is Do consistently...say occasionally.
What information should always be included during a doctor-to-front desk handoff?
What is
What are two of the biggest treatment planning mistakes that slows down the patient's appointment?
What is Procedures not phased and Incorrect codes for procedures
What is our ultimate mission?
What is Changing lives through exceptional dentistry and exceptional patient experiences.