Rate your practice's New Patient Experience

WHY IS THE NEW PATIENT SO IMPORTANT?

AND WHY IS THE FRONT DESK EXPERIENCE CRUCIAL?

The adult new patient is the life blood of the practice. New patients bring new opportunities for potential treatment production, in particular for the high value treatment that sustains a successful, profitable practice. That is why we consider them to be the most important person in the practice.

Without an adequate flow of new patients into the schedule every week, the ability to achieve the financial goals the practice has set to remain profitable diminishes. As existing patients complete their treatment plans and move into the active maintenance phase (preventive care/recall) and into the hygienist’s schedule, this leaves production holes in our schedule.

New patients create a constant stream of potential production to fill those holes. Therefore, marketing to and consistently scheduling in quality new patients is imperative. Templating preblocks for future adult new patient exams into the schedule is an essential part of scheduling protocols to implement to ensure this consistent stream of new patients is generated. 

The practice must attract, satisfy and retain quality new patients by creating value for our services and concentrating on building strong and trusting relationships that create happy and loyal patients. Loyal patients who value our service and who are more than satisfied with our practice often become ambassadors, referring friends and family. This creates a continual stream of new patient flow.

In order to achieve all of these objectives described, the practice must have a solid system in place to facilitate this.

The New Patient Experience (NPE) is specifically designed with the philosophy, policies, procedures and activities that drive this system. It involves all aspects and touch-points of the new patient’s experience with our practice from the online impression, to first phone call, the first visit and examination, right through to completion of a proposed treatment plan…and beyond into the preventive care system.

It is your primary objective to help patients get access to the dental treatment they need and want. Having this mindset is what leads to the overall objective which is to convert a caller ('lead') into a paying client.

Have you made the patient feel extra special, given them your time, exceeded their expectations, gained their trust and cooperation?

Do they feel as though they are coming to the right place?

The answer must be YES!

It can't be overstated how incredibly important the role of Front Desk Coordinator (FDC) is in your practice in regards to the initial experience of new patients. 80% of all elements of the NPE journey are with the front desk!  The FDC has the power to create an exceptional experience that will positively influence the success of your practice.

Therefore, developing the skills and implementing the protocols to fulfill these objectives is essential.

So that leaves just one question...how skilled is your Front Desk and clinical team in delivering an exceptional NPE?

Head over to Aspire For Free and take the survey - rate your practice and see where you need to improve.

Don't leave it to chance. Learn more about the Aspire2d Front Desk course today!

Book a Mystery NP Call to your practice to find out what kind of experience your practice is giving potential patients. (AU only)