I was in a colleague’s dental practice once and heard a patient who had just undergone a root canal yelling at the receptionist. She had overheard that the previous patient was HIV positive and shouted, "Did you practice infection control? If I get infected, I will sue you!"
Imagine how quickly trust dissolves when a patient suspects your practice might have exposed them to a life-altering virus. HIV and equal care for all—regardless of their HIV status—is a controversial topic, but a patient is well within their rights to sue if they contract HIV—and can prove they contracted it in your practice—due to poor infection control. If someone with HIV was treated before them and they believe infection control measures weren’t followed to the letter, their panic is understandable. In today’s world, a single patient’s outburst can ripple online and severely damage your reputation.
1. Reputation
A dental practice’s reputation often precedes it. Patients rely on word-of-mouth recommendations, online reviews, and testimonials when choosing a new dentist. A positive reputation—built over time through consistent, high-quality care—not only instills immediate trust but can give you a significant advantage when attracting new patients.
Over the years, as a professor at a respected dental university and later in my own private practice, I’ve seen anxious new patients walk in more confidently after hearing friends praise a practice’s integrity. When prospective patients read about positive experiences, gentle treatment styles, and compassionate support staff, you’ll find they feel more at ease booking an appointment.
Building a Good Reputation:
- Delivering excellent dental services, from routine cleanings to complex restorations, ensures that patients have positive outcomes and confidence in the practice’s skill.
- Likewise, engaging with patient reviews online and addressing concerns promptly shows responsiveness and a commitment to continuous improvement.
In my own experience, sponsoring local health fairs or providing educational seminars can help you become known as a community-minded practitioner.
During my time in public clinics, I would often meet patients who came to me specifically because of a strong reputation built on trust and word-of-mouth REFERRALS.
2. A Safe and Accessible Location
Location can influence whether a patient seeks care at all. A dental practice situated in a safe, easily accessible neighborhood with good parking or reliable public transportation can help your patients feel more at ease. When I worked in a public clinic housed in a central, well-lit building, patients mentioned feeling more secure about coming for treatment—even after work—because the environment put them at ease.
Factors to Consider:
- Proximity to home or work allows busy patients to fit appointments into their schedules without long travel times. If you provide clear, welcoming signage and maintain a bright, clean reception area, your patients will feel more comfortable.
- Additionally, ensuring your facility is ADA compliant, with ramps, elevators, and wide hallways, makes patients with mobility challenges feel included and valued.
In my private practice, I made sure to incorporate accessible building design, and my patients often thanked me for considering their needs.
Related: 10 Tips for Writing a Dental Blog to 10x Your Revenue
3. Payment Plans and Affordable Pricing
Cost is a major concern for many patients. Even those with dental insurance worry about co-pays and deductibles. By offering transparent, affordable pricing and flexible payment plans, you can make care less intimidating.
Over the years, I noticed that when I provided reasonable installment plans or discount memberships, more patients were willing to follow through with recommended treatments.
Strategies for Affordability and Transparency:
- Before treatment begins, providing your patients with an itemized cost breakdown and thoroughly explaining their insurance coverage reduces surprises. If you offer installment plans, discount memberships for uninsured patients, and loyalty programs, you’ll help them better plan their budgets.
- Ultimately, encouraging open dialogue about pricing and insurance coverage not only puts patients at ease but also demonstrates your honesty and trustworthiness. I’ve found that respect for a patient’s budget leads directly to long-term loyalty.
DURING MY TEACHING DAYS, I EMPHASIZED TO STUDENTS HOW TRANSPARENT COSTS CAN BUILD LONG-TERM PATIENT LOYALTY, SOMETHING I’VE WITNESSED FIRSTHAND.
4. Aesthetics of the Dental Practice
The look and feel of your dental practice can significantly influence patient comfort. By maintaining a clean, well-organized, and visually appealing environment, you help your patients feel both professional care and reassurance. In my private office, patients often commented on the calming colors and comfortable seating, which helped ease their nerves.
Key Aesthetic Considerations:
- When you keep equipment modern and clean, it conveys competency and attentiveness.
- By focusing on interior design—neutral colors, nature-inspired art, and soft lighting—you create an atmosphere that relaxes patients.
- Additionally, offering ambient amenities like background music, TV, or a children’s play area helps put everyone at ease.
5. Dentist’s and Hygienist’s Chairside Manner and Friendliness
One of my staff members visited a local dentist and, after asking several questions, received consistently rude and dismissive responses. Shocked by the disrespect, she left and never returned.
As we know, patients feel vulnerable in the dental chair. By being empathetic and approachable, you can ease patient fears and build trust. As someone who has guided dental students, I always stressed the importance of empathetic communication and a soothing tone—traits you can develop through practice and conscious effort.
Nurturing the Patient-Provider Relationship:
- Remembering patient names, asking about their day, and showing genuine interest makes them feel valued.
- If you explain each step of a procedure before it begins and check in often, you help manage their anxiety. Offering positive reinforcement encourages them to stay engaged in their oral health.
- In my own practice, chatting briefly about a patient’s hobbies or sharing quirky facts about teeth often put them at ease.
Related: How to Improve Your Chairside Manner
6. Expertise, High-Quality Care, and Innovative Technology
Patients want to know that you keep up with current techniques. A practice that invests in advanced equipment, cutting-edge materials, and continuing education shows you value delivering the best possible care.
What’s Possible with Today’s Technology:
- Digital scanners eliminate messy impressions, improving accuracy and comfort for your patients.
- Innovations in teeth straightening and whitening offer you convenient, patient-friendly solutions.
- Intraoral cameras and caries-detecting lasers allow you to identify issues early, leading to less invasive treatments.
I HAD A PATIENT WHO KEPT COMING BACK SIMPLY BECAUSE, UNLIKE AT OTHER PRACTICES, SHE NEVER FELT A THING WHEN I WORKED ON HER TEETH.
7. Disease Control and Infection Prevention (Including HIV Prevention)
I once had a patient who chipped her tooth biting into what was supposed to be a nut-free date. She insisted on washing every dental appliance herself before I worked in her mouth—something I’d never encountered before. Amazingly, at 46 years old, she didn’t have a single cavity and had never been to a dentist in her life.
Sterilization, infection control, and universal precautions are critical. Patients need reassurance that you maintain rigorous disinfection protocols to protect everyone.
Ensuring a Safe, Hygienic Environment:
Communicating how you clean and store instruments eases fears. Patients with HIV or other conditions should know you respect their privacy and that your infection control standards apply to all. I’ve had many patients thank me after I openly explained how carefully we follow every guideline, a transparency you can offer too.
8. Personalized Treatment Plans
No two mouths are alike. Patients value being recognized as individuals with unique needs. Personalized treatment plans consider their budget, time constraints, and long-term goals—factors you can incorporate when planning. In my teaching, I often reminded students that tailoring care to a patient’s life can turn a fearful patient into a loyal one, something you can strive to achieve.
- Involving patients in plan development ensures they feel heard and respected by you.
- Adapting treatment over time—say, after life changes—shows flexibility and empathy.
Related: How to Train Your Front Office Team for Better Conversions
9. Comprehensive, Convenient Services and Respect for Time
Time is precious. Of course, patients prefer a one-stop dental office for multiple treatments. When I expanded my practice’s range of services and improved scheduling, patients appreciated not having to travel elsewhere or endure long waits—benefits you can provide as well.
Streamlining the Patient Experience:
- Online scheduling and reminders are user-friendly conveniences you can implement.
- Likewise, running on time shows you respect your patients’ commitments. I learned early that when patients feel their time is valued, they trust my recommendations more.
10. Genuine Interest in Patient Feedback
Practices that seek patient input show you are willing to improve. When patients see their feedback leading to changes, they feel heard. Once, I adjusted our waiting room setup based on patient suggestions, and they thanked me for acknowledging their needs.
Methods to Encourage Feedback:
- Inviting honest feedback through surveys, online reviews, or suggestion boxes encourages open dialogue that you can foster. Simply asking how their visit was helps you build trust.
- Ultimately, taking responsive action and appreciating their input shows your accountability.
Over the years, I’ve realized these small gestures help maintain strong bonds—bonds you can strengthen with your own patients.
What Patients Value FAQs
1. What types of communication (email, text, phone) do patients prefer for appointment reminders and follow-ups?
Patients prefer convenient communication tailored to their lifestyle, such as text messages for quick reminders or emails for detailed follow-ups. Offering multiple options and allowing patients to choose builds engagement and reduces missed appointments.
2. How critical is the availability of emergency dental care to patients?
Emergency dental care is vital, as patients need support during unexpected situations like pain or injury. Offering same-day or after-hours services enhances trust and loyalty.
3. How does a practice’s online presence (website, social media, etc.) impact patient trust and engagement?
A strong online presence is often a patient’s first impression of your practice. A professional website and active social media make patients feel more comfortable and confident.
4. Are patients more likely to return if their dentist remembers personal details about their lives?
Yes, remembering personal details like their family or hobbies makes patients feel valued and builds trust. Even small efforts create connections that can turn a one-time patient into a loyal one.
5. What is value analysis in healthcare?
Value analysis in healthcare evaluates treatments and services to ensure they deliver the best outcomes at the lowest cost. It balances clinical effectiveness, patient satisfaction, and cost-efficiency.
6. How is value-based care measured?
Value-based care is measured by patient outcomes, satisfaction, and cost savings. Metrics like reduced hospital readmissions and better preventive care indicate its success.
7. What are the three values of care?
The three values of care are quality, cost, and access. They ensure care is effective, affordable, and equitable for all patients.