“The Importance of the Human Element in Dental Patient Care.” with Debra Engelhardt-Nash

In this episode of The Ultimate Dental Podcast, Dr. David Moffet interviews Debra Engelhardt-Nash, an experienced and well- respected dental practice coach and consultant about the importance of the human element in providing excellent dental patient care.In this conversation, David and Deborah discuss the current state of dentistry and dental practice management. They touch on topics such as the rise of corporate dentistry, the impact of dental insurance, the importance of patient communication and relationships, and the role of dental schoolsin preparing dentists for private practice. They emphasise the need for dentists to focus on providing high- quality care and building strong patient relationships, rather than competing for patients solely on price. In this conversation, Debra and David discuss various strategies for building patient loyalty and improving the patient experience in a dental practice.They cover topics such as the importance of online reviews, the role of QR codes in facilitating reviews, and the significance of team members endorsing their dentist. They also touch on key metrics that practices should measure, including attrition, average treatment plan value, and case acceptance rate. The conversation emphasises the importance of creating a positive and personalised experience for patients to foster loyalty and attract new patients. Takeaways  There is a shift in dentistry towards high-volume, low-fee practices and boutique, high-fee practices.  Corporate dentistry is becoming more prevalent as an employment option, especially for younger dentists who are heavily in debt and seek a guaranteed income and patient base.  Dental insurance can have a significant impact on dental practices, with participating dentists often taking a cut in fees.  The human element of patient care is often overlooked in dental school education, but it is crucial for building strong patient relationships and increasing case acceptance.  The first impression and patient experience on the phone are essential for attracting and retaining patients.  Price is not the only factor that patients consider when choosing a dentist; quality of care, professionalism, and patient satisfaction are also important.  Google reviews are valuable for dental practices and should be actively sought and appreciated.  QR codes on websites can make it easier for patients to leave Google reviews  Team members should be trained to recognise and encourage patients to leave reviews  Practices should measure attrition, average treatment plan value, and case acceptance rates.  Renewing the relationship with patients every few years can help maintain loyalty  Creating a personalised and positive experience is crucial for patient loyalty Sound Bites  I think that oftentimes when patients call a practice and if you're using great telephone systems and really great supportive technology, then you can identify if a caller is a patient of record, and actually, their picture pops up on the phone. And here;s another thing that happens. If I were to call, and I know Jayne's really great at this, how she coaches people…. If I were to call and say, hey, I'm interested in some cosmetic aesthetic dentistry. Can you give me an idea how much you charge for veneers? Oftentimes, dental offices say, ‘I'm sorry, we don't quote fees over the telephone’  I think also, in the United States, the first question in a lot of dental offices when I call and say: hi, my name is Deborah Nash, and I did like to make appointment for new patient exam’, the first question is: what insurance do you have?  Leave a Google review and your name will be entered to win this prize  Having a QR code that the patient can take a photo of makes it easier for them to do that review  The nicest compliment you could ever give a doctor would be to submit a review