Dentaltown April 2023 - 61

Personal
Bests
Humanize your practice e-communications to better connect with patients
BY CASEY BULL
E
very day, we're bombarded with thousands
of messages: texts, push notifications,
emails, voicemails, direct messages,
advertisements and more. We simply
can't thoroughly process all the messages we
receive, so subconsciously or consciously we
ignore the vast majority of them ... and we tend
to forget a lot of the messages that do manage
to get through.
Meanwhile, dental practices are implementing
changes aimed at increasing efficiency, many of
which ultimately result in an increase in digital
communication in an environment where
patients are already receiving more digital communication
than they can possibly manage.
Doctors must acknowledge that the success
of a dental practice relies as much on emotional
connections as it does clinical excellence. This
puts doctors in a situation where they need
to figure out how to strengthen the practice's
emotional connection with its patients while
communicating less in person and more via
digital communication channels.
Coupling these facts with the continuous
increase in competition in the dental industry,
the way dental teams serve patients has to
evolve. To remain successful, doctors will need
to adopt a new mindset that focuses on emotions
as much as technology and innovation-and in
this case, entangling the two together.
APRIL 2023 | 61 | DENTALTOWN.COM
*
Match the message to the need
Technology and digital communication channels
can help practices create patient experiences
around four fundamental human needs:
*
" Understand me. " It's human nature to
want to be understood, and not just by
close friends and family. It's important for
patients to feel like their doctor understands
their needs! This need presents itself
in various forms throughout the patient
journey, including the new-patient consultation
and patient complaints.
" Take care of me. " Patients seek dental
care because they have an issue that needs
correcting. They're expecting to be properly
taken care of.
* " Let me contribute. " Even though
patients are seeking help from a specialist,
many new patients will come into the
consultation with their own opinions or
desired approaches to their treatment. Giving
the patient some room for collaboration
will help build the emotional connection
you want.
*
" Help me belong. " Patients want to feel
more than just another appointment slot in
an assembly line. People who work at your
practice need to make patients feel like
they're remembered as people. This includes
knowing their likes and dislikes. You should
be building a sense of community within
the practice.

http://www.DENTALTOWN.COM

Dentaltown April 2023

Table of Contents for the Digital Edition of Dentaltown April 2023

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Dentaltown April 2023 - Cover3
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