{"id":1762,"date":"2020-10-20T15:15:30","date_gmt":"2020-10-20T15:15:30","guid":{"rendered":"http:\/\/dentalsuccesstoday.com\/blog\/?p=1762"},"modified":"2020-10-22T17:16:36","modified_gmt":"2020-10-22T17:16:36","slug":"how-to-effectively-manage-your-patient-experience-workflows-for-your-dental-practice","status":"publish","type":"post","link":"https:\/\/dentalsuccesstoday.com\/blog\/how-to-effectively-manage-your-patient-experience-workflows-for-your-dental-practice\/","title":{"rendered":"How to Effectively Manage Your Patient Experience Workflows for your Dental Practice"},"content":{"rendered":"\n<p>When was the last time you had an exceptional experience with a business?<\/p>\n\n\n\n<p>Think about the experience at a high level: how it made you feel, what you remember, and how you shared your experience with the people you know.<\/p>\n\n\n\n<p>Now break down the whole of your experience into its fundamental ingredients: the interactions you had, the people who made those interactions happen, and the elements that made your experience delightful, convenient, and memorable.<\/p>\n\n\n\n<p>Now think about your clinic from your patients\u2019 perspective: Are you providing a delightful, convenient, and memorable experience that\u2019s worth talking about in a similar way?<\/p>\n\n\n\n<p>Now is the time to reexamine your dental clinic\u2019s patient experience from end to end. Keep reading for a breakdown of four key patient experience elements, and how you can optimize the workflow of each to increase retention and ultimately acquire new patients for your clinic.<\/p>\n\n\n\n<p><strong>What Is a Patient Experience Workflow?<\/strong><\/p>\n\n\n\n<p>Before we dive into specifics, you may be wondering: what is a \u201cpatient experience workflow\u201d?<\/p>\n\n\n\n<p>Your patient experience workflows are any step-by-step processes that make up the elements of your patients\u2019 experiences with your clinic.<\/p>\n\n\n\n<p>An example: Grace is a patient at your clinic who needed an emergency procedure to fix a chipped tooth. Your clinic was able to accommodate her request for a same-day appointment, and Grace received a follow up email with detailed after-care instructions and an online payment link immediately after her appointment. Grace was so happy with the experience that she left a positive Google review.<\/p>\n\n\n\n<p>Your workflows that contributed to Grace\u2019s experience are made up of all the tasks required to make these elements happen:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Same-day booking<\/li><li>Quick, detailed after-care instructions<\/li><li>Online payment<\/li><\/ul>\n\n\n\n<p><strong>Patient Experience Workflow Teardowns: How to Improve Patient Touchpoints with Your Clinic<\/strong><\/p>\n\n\n\n<p>When you\u2019re re-evaluating your clinic\u2019s workflows, think of your patient experience as a journey that has a beginning, middle, and end.<\/p>\n\n\n\n<p>Your patient experience doesn\u2019t begin in your clinic; it starts before your patient even has an interaction with a dentist. The patient\u2019s interactions begin when they book an appointment, and then they \u201cend\u201d with ongoing communication so your clinic remains top of mind.<\/p>\n\n\n\n<p>Here are four patient experience workflows to audit for their delight, convenience, and memorability:<\/p>\n\n\n\n<p><strong>Workflow #1: Booking appointments and reminders<\/strong><\/p>\n\n\n\n<p><em>Traditional workflow<\/em><\/p>\n\n\n\n<p>Patient calls clinic \u2192 Reception answers \u2192 Reception checks clinic calendar \u2192 Appointment is booked \u2192 Reception calls patient to remind them about their appointment<\/p>\n\n\n\n<p><em>Improved workflow<\/em><\/p>\n\n\n\n<p>Patient visits clinic\u2019s website or Facebook page \u2192 Patient books appointment \u2192 Patient\u2019s appointment is recorded in a real-time, universal clinic calendar \u2192 Patient receives automated email and text reminders about their appointment<\/p>\n\n\n\n<p><em>Why online booking improves patient experience<\/em><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Off-hours booking availability<\/li><li>Reduction in availability errors                                                      <\/li><li>More opportunities to reschedule appointments<\/li><\/ul>\n\n\n\n<p><em>Requirements<\/em><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>HIPAA-compliant messaging<\/li><li>EHR and other practice management software integrations             <\/li><li>Staff training  <\/li><\/ul>\n\n\n\n<p><em>Did you know&#8230;?<\/em><\/p>\n\n\n\n<p>&#8211; Nearly&nbsp;<a rel=\"noreferrer noopener\" href=\"https:\/\/www.nexhealth.com\/features\/online-booking?utm_source=organic&amp;utm_medium=blog&amp;utm_campaign=dental_success_today\" target=\"_blank\">3 out of 4 patients book appointments during off hours<\/a>.<br>&#8211; <a rel=\"noreferrer noopener\" href=\"https:\/\/www.accenture.com\/t20170412T073547Z__w__\/us-en\/_acnmedia\/PDF-6\/Accenture-Patient-Engagement-Digital-Self-Scheduling-Explode.pdf\" target=\"_blank\">According to a study by Accenture<\/a>, 77% of patients think it\u2019s important to be able to book, change, or cancel appointments online with their healthcare provider.<br>&#8211; On average, clinics are losing $200 for every 60 minutes of missed appointment.<\/p>\n\n\n\n<p><strong>Workflow #2: Collecting patient health history<\/strong><\/p>\n\n\n\n<p><em>Traditional workflow<\/em><\/p>\n\n\n\n<p>Patient books appointment \u2192 Patient arrives at clinic for appointment \u2192 Patient checks in at reception \u2192 Reception asks for patient information and history at check in \u2192 Reception records information in a hard copy file<\/p>\n\n\n\n<p><em>Improved workflow<\/em><\/p>\n\n\n\n<p>Patient books appointment \u2192 Patient receives email requesting information and history \u2192 Patient fills out a digital form \u2192 Information flows back into EHR \u2192 Automated email is sent six months later requesting information update<\/p>\n\n\n\n<p><em>Why online forms improve patient experience<\/em><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Faster in-person check-in<\/li><li>Reduction in patient information errors                               <\/li><li>Information centralization<\/li><\/ul>\n\n\n\n<p><em>Requirements<\/em><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>HIPAA-compliant forms<\/li><li>EHR and other practice management software integrations          <\/li><li>Staff training<\/li><\/ul>\n\n\n\n<p><strong>Workflow #3: Appointment payment<\/strong><\/p>\n\n\n\n<p><em>Traditional workflow<\/em><\/p>\n\n\n\n<p>Patient finishes appointment \u2192 Patient waits at reception \u2192 Reception collects payment via credit or debit \u2192 Reception records payment information manually<\/p>\n\n\n\n<p><em>Improved workflow<\/em><\/p>\n\n\n\n<p>Patient finishes appointment \u2192 Patient leaves clinic \u2192 Patient receives automated email and\/or text message with link \u2192 Patient pays for appointment via online payment portal \u2192 Payment information is stored<\/p>\n\n\n\n<p><em>Why online payment improves patient experience<\/em><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Eliminates extra wait time at reception                                    <\/li><li>Contactless payment increases patient safety                             <\/li><li>Reduction in payment communication errors                                 <\/li><li>Ability to pay for telehealth appointments<\/li><\/ul>\n\n\n\n<p><em>Requirements<\/em><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>No-account payment portal<\/li><li>EHR and other practice management software integrations<\/li><\/ul>\n\n\n\n<p><em>Did you know&#8230;?<\/em><\/p>\n\n\n\n<p>In March 2019, contactless payments in the U.S.&nbsp;<a rel=\"noreferrer noopener\" href=\"https:\/\/www.forbes.com\/advisor\/banking\/banking-after-covid-19-the-rise-of-contactless-payments-in-the-u-s\/\" target=\"_blank\">rose by 150%.<\/a><\/p>\n\n\n\n<p><strong>Workflow #4: Post-appointment communication<\/strong><\/p>\n\n\n\n<p><em>Traditional workflow<\/em><\/p>\n\n\n\n<p>Patient finishes appointment \u2192 Reception provides hard copy of at-home care instructions \u2192 Communication ends<\/p>\n\n\n\n<p><em>Improved workflow<\/em><\/p>\n\n\n\n<p>Patient finishes appointment \u2192 Patient receives email and\/or text with at-home care instructions \u2192 Patient receives link to leave an online review \u2192 Patient leaves online review \u2192 Patient receives email\/text follow ups for regular check ups \u2192 Patient receives special birthday message \u2192 etc.<\/p>\n\n\n\n<p><em>Why online post-appointment communication improves patient experience<\/em><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Accessible, personalized at-home care instructions<\/li><li>More two-way communication opportunities with clinic           <\/li><li>Regular check up reminders<\/li><li>Better understanding that clinic cares about health outcomes<\/li><\/ul>\n\n\n\n<p><em>Requirements<\/em><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>HIPAA-compliant messaging<\/li><li>EHR and other practice management software integrations         <\/li><li>Staff training<\/li><\/ul>\n\n\n\n<p><em>Did you know&#8230;?<\/em><\/p>\n\n\n\n<p>Email marketing creates&nbsp;<a rel=\"noreferrer noopener\" href=\"https:\/\/www.nexhealth.com\/features\/email-text-marketing?utm_source=organic&amp;utm_medium=blog&amp;utm_campaign=dental_success_today\" target=\"_blank\">$38 in revenue for every dollar<\/a> invested              <a href=\"https:\/\/www.nexhealth.com\/features\/online-reviews?utm_source=organic&amp;utm_medium=blog&amp;utm_campaign=dental_success_today\" target=\"_blank\" rel=\"noreferrer noopener\">84% of people trust online reviews<\/a> when making consumer decisions<\/p>\n\n\n\n<p>Automation may not be the answer to all your workflow woes, but if used correctly, it will free your staff from busy work and allow them to focus on improving the patient experience in more meaningful ways.<\/p>\n\n\n\n<p>Ready to improve patient experience at your clinic?\u00a0<a rel=\"noreferrer noopener\" href=\"https:\/\/www.nexhealth.com\/?utm_source=organic&amp;utm_medium=blog&amp;utm_campaign=dental_success_today\" target=\"_blank\">Learn more about why dentists are using NexHealth<\/a> to get patients to choose their practice over others.<\/p>\n\n\n\n<p><a href=\"https:\/\/try.nexhealth.com?utm_source=dental-success-today&amp;utm_campaign=dental-success-today-referral-link&amp;utm_medium=referral&amp;utm_content=dental-success-workflow-blog-demo-cta\">Request a Demo&#8230;<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When was the last time you had an exceptional experience with a business? Think about the experience at a high level: how it made you feel, what you remember, and how you shared your experience with the people you know. Now break down the whole of your experience into its fundamental ingredients: the interactions you&#8230;  <a href=\"https:\/\/dentalsuccesstoday.com\/blog\/how-to-effectively-manage-your-patient-experience-workflows-for-your-dental-practice\/\" title=\"Read How to Effectively Manage Your Patient Experience Workflows for your Dental Practice\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-1762","post","type-post","status-publish","format-standard","hentry","category-dental-success"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to Effectively Manage Your Patient Experience Workflows for your Dental Practice<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/dentalsuccesstoday.com\/blog\/how-to-effectively-manage-your-patient-experience-workflows-for-your-dental-practice\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Effectively Manage Your Patient Experience Workflows for your Dental Practice\" \/>\n<meta property=\"og:description\" content=\"When was the last time you had an exceptional experience with a business? Think about the experience at a high level: how it made you feel, what you remember, and how you shared your experience with the people you know. Now break down the whole of your experience into its fundamental ingredients: the interactions you... 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