Dental Tribune United Kingdom Edition

January 21-27, 201326 United Kingdom EditionPractice Management FOR DENTISTS MORE MORE EXHIBITORS Over 350 UK and international suppliers (including 100 new for 2013) will offer advice and demonstrations of the latest dental products, technology and services. MORE FREE EDUCATION Learn from inspirational speakers including Maurice Salama, Ron Jackson, Sylvie Sturrock, Gary Takacs, Paulo Malo who will cover key subjects such as implant aesthetics, direct composites, total rehabilitation with the ‘All-on-4 Concept’ and a blueprint for team building. MORE CPD Full-day conference programmes for every member of the dental team, plus mini-theatres presented by the Association of Dental Implantology (ADI) and the British Society of Periodontology (BSP). A bigger Live Surgery and a full range of hands-on, clinical and business workshops. MORE NETWORKING With over 6,000 dental professionals expected, longer conference break times will mean plenty of networking with colleagues, peers and friends throughout the day, and at Friday’s delegate reception. MORE FOR THE WHOLE TEAM All this, and it’s for FREE! Please note, places for certain sessions are limited for 2013, so please register TODAY for your FREE place! Visit www.thedentistryshow.co.uk/DentalTribune or call 01635 588 482. REGISTERFOR FREETODAY! Friday 1st March – Maurice Salama Saturday 2nd March – Paulo Malo DON’T MISS! S ome dental profession- als argue that the patient journey is becoming a passé phrase that’s losing its appeal. In some cases this may well be the case. Never- theless it has long been clear that dental patients are look- ing for much, much more than good dentistry. Those prac- tices that have recognised the importance of making their patients feel important and appreciated in these difficult financial times seem to be the practices that retain their pa- tient base, whilst others with a lesser emphasis on customer care are losing theirs. Since delighting patients need not be costly, or time consuming in these days of high-tech communications, once a pathway for the patient journey has been established, implementing the required processes and procedures needs only the lightest touch in respect of time and re- sources. Impact Over the years, numerous people have expressed con- cerns about the imminent, technology-driven dental re- ception desk. Much in the same way as the first automat- ic cash dispensers were greet- ed when then the banks first introduced them. Nowadays the disapproval that would be expressed should any of the banks withdraw that service only goes to show how chang- es in our lifestyles and use of technology have impacted upon what we want from ser- vice providers. An essential feature of good customer care is consist- ency. Excellent experiences both raise expectations and motivate patients to recom- mend friends. Once high expectations for excellent service are in place, just pro- viding very good service will disappoint. This is one way in which automated services have the edge. They deliver to the standards they are pro- grammed to. Is this likely to reduce the human touch? No it is not, rather it will con- centrate the team’s attention where it is really needed and streamline to routine con- tacts, so that patients experi- ence these as being faster and more responsive. Here is an example of how this can work. Patient Journey Step 1 - This step is taken when a patient starts to surf the Internet to find a dental practice they like the look of. If when they are looking they find a website that gives them the option to ask questions and also to book an appointment, then their journey begins. At this point the patient has the option to link their dental reg- istration into their Facebook, so that their appointments The Steps of the Patient Journey Glenys Bridges highlights the importance of the patient journey ‘Excellent experi- ences both raise expectations and motivate patients to recommend friends’