Clear Idea #4

www.acasociety.com | info@acasociety.com 31 be considered for consistent results to complement the day-to-day tasks in the practice. An example of this is the important process of shade-taking, which must be completed in an optimally lit environment for highest level of quality and patient satisfaction. Practice design Design is a simple, yet often overlooked consideration in dental practices. But considering patient satisfaction can be won and lost the first time someone enters your practice, it’s hugely important. While design is a broad term that encompasses the layout, flow, lighting, colour palette (just to name a few), it is a crucial element to get right for ongoing satisfaction: details as small as the chairs used in the waiting room or the amount of natural light can have a profound effect. While the waiting room should be a comfortable space for returning patients, it is also your first point of face-to-face interaction with new patients. The waiting room is your first opportunity to demonstrate your business’s values through your space and interaction, telling them that you care, without having to say it. Service Creating a warm, welcoming environment must be backed up by great customer service. Setting high standards and a strategy for friendly, welcoming staff interactions is just the beginning of what you can achieve with customer service. While we can educate staff on client communication, human interaction is not always controlled. We can add practices to automate many areas of the practice through technology. For example, while patients will never be fond of waiting times, they are often unavoidable. Counteracting this perceived negative with a positive, such as free Wi-Fi, a coffee bar, or interactive technology such as iPads will make their waiting experience far more enjoyable. Your turn The way your practice looks, feels, and how you interact with your patients are just a few of many areas of a dental practice that can be improved by human- centred design. Taking extra time to invest in understanding and solving your patients’ problems will solve many more before they even arise, as well as building a better business, for everyone that walks through your doors. While we simply can’t put all the answers in this blog, feel free to get in touch to discuss your visions for your practice.