Roma Patel discusses the best ways to elevate your patient experience, including honest communication, an empathetic dental team and pain-free anaesthetic using The Wand.
Ashford Dental in Kent is a well-established, award-winning practice of 25 years with a regular base of loyal patients.
The clinic has also built good relationships with its local orthodontist, hospital and GPs. Therefore, it enjoys a wealth of referrals and recommendations.
But arguably its success lies in the team’s approach to those patients nervous about the prospect of sitting in a chair for treatment.
1. Find the best staff for holistic care – and nurture them
We look for dental professionals who have a warm persona and will fit in and work well with the team.
In our dental nursing team, we look for natural empathy rather than experience or skillset as we fully train them chair-side with a mentoring scheme.
We also pay for any college qualifications they may need for the role.
After a few years post-NEBDN qualification, we encourage them to specialise in an aspect they enjoy, such as management, sedation and so on. This has boded well for us; our longest team member has been with the practice for 25 years.
With clinicians, we look for passion and a skillset that allows us to provide a holistic approach.
Most of our dentists regularly attend postgraduate courses to maintain skills and keep up with the latest innovations and materials available.
We allow treating staff to have clinical freedom, so they are not dictated by us and costs that empower them to achieve the best outcomes. We are also lucky that reps from some of the major dental companies contact us regularly and share the latest research and techniques on what is available out there.
With 25 years in the community, we know our loyal patients really well. In addition, they recommend friends and family, so we already have something to talk about to ensure new people are made to feel welcome.
2. Create a seamless communication pathway with patients
In the first instance, we offer a free virtual consultation using Smilemate. This is an online assessment software that uses AI to help us analyse a person’s oral health and ascertain their interest in treatment.
We started using it during lockdown when patients had restricted access. The software uses algorithms to interpret patient photos and give a basic report, such as if they have gum disease and its severity.
When the patient attends, we spend an hour where we actively listen and show them the issues they have using our intraoral cameras.
Pros and cons are discussed. We also look at lifestyle, how habits can be modified to prevent further deterioration, and explain how we will monitor the situation.
If it is a complex matter, we will generate a report with images. As a result, the patient can understand better and has time to reflect.
We focus on the positive aspects, such as good oral hygiene, for example.
In addition, we use Facetime to consult and discuss any queries they may have.
Besides the clinical communication, it is important to make personal connections and find common interests – whether that’s shared experiences about being a parent or about having a four-legged friend.
I will always face patients when we talk and try to maintain eye contact where possible. I carry out treatment standing up. That way, I don’t have to lay the chair flat, which can make the patient feel out of control.
We discuss their fears, the origin of the fears and how we can mitigate them. So, for example, if they are needle-phobic, we use The Wand.
3. Ensure a calm setting and be open with patients
We have wide and clutter-free waiting areas with large TV screens which they can watch, and so we encourage families to come together.
We actively listen, and make sure by saying back in summarised form their concerns, using the same words they have used.
In addition, we are honest with them and explain what to expect, cover any limitations, and where a specialist might be better for them.
We also give patients a written breakdown of fees at the consultation, of which they are given a copy to take home.
We always aim to give choices and take their budgets into account, and try to be flexible to their needs. As well as this, we always aim to be open and honest.
4. Take time to deliver tailored care
As we are independent of the NHS, we set our own times for treatment.
Therefore, if I have a patient who has special needs or is particularly nervous, we prepare the surgery and treatment plan in advance. As a result, things can be done efficiently and as smoothly as possible. Hopefully, we make it an enjoyable experience for the parent as well as the patient.
We always allow time, so appointments aren’t rushed. As my receptionist says ‘we factor in gossip time’.
I often use distraction therapy, such as programmes on a screen including Youtube videos, cartoons, sports and movies.
We give nervous patients stress balls to squeeze if they are particularly tense, and even teach them ‘box breathing’. This is a deep breathing technique that can help patients reduce the pace of their breathing.
We speak calmly, and explain the procedure and what sounds or feelings to expect. We also take pictures at the various stages of treatment so they can appreciate what is being done.
If the patient doesn’t wish to know, we play music or the TV to distract them, or the dental nurse or clinician chats to them, asking questions about family, pets, holidays and so on.
5. Elevate your patient experience
Many people, myself included, don’t like the idea of a needle inserted into any body part, so The Wand is a great tool.
I choose my words carefully. For example, I don’t call the tip a ‘needle’, but a ‘nib’ as in a fountain pen.
We use topical anaesthetic so they don’t feel the insertion.
In addition, I use the ‘samurai technique’, where I hold the tip just above the area and get the patient to rotate/move their head into position, thereby allowing the smooth insertion as painlessly as possible.
I explain that I have used The Wand for eight-plus years, and use it for all my procedures. These include root canal and extractions as well as restorations.
I explain the pros – we are using a muscle block or an indirect numbing and the recovery time is shorter. In addition, the numbness lasts no more than an hour. This minimises any soft tissue trauma.
In addition, when we place a filling and check the occlusion because the anaesthesia is so localised, we rarely get patients coming back for corrections.
It truly has transformed my dentistry, and patients always comment on why this technique isn’t more widely used.
For more information on The Wand, visit dentalsky.com/wand-dental.
