Good Reviews are Key to a Successful Practice: Here’s How You Can Get More of Them

Imagine you’ve just moved to a new town: there are many things you will need to take care of in the first few weeks, but finding new service providers like bankers, lawyers, doctors, and dentists who you can trust to take care of your financial and healthcare needs will be one of the most important. So, what do you do? 

For most of us, the answer is simple – go online, and start looking at reviews. Websites like Yelp Google Reviews, Facebook and Ratemds.com (for healthcare providers) are a great way to find out what other peoples’ experiences have been like, and they can save us a lot of time and trouble when it comes to locating the best service providers for our needs.      

As a business owner, I know first hand just how important reviews can be for dental clinics that want to grow their patient base. If potential clients can go online and see that real people have appreciated the service they received, it makes them feel a lot more comfortable about trying it out for themselves. I know I always feel better about checking out a new dental practice if I can see what other people are saying about it first! 

While all service providers should be aware of the importance of good reviews, there are even more reasons why those responsible for dental practice management need to take this kind of customer feedback especially seriously.  

Most dentists and dental hygienists care deeply for their patients and will bend over backward to make their experience more comfortable, but research suggests that large numbers of adults routinely avoid having their teeth checked due to fears of going to the dentist. Having lots of good reviews is one important step toward helping patients feel more comfortable visiting your clinic.

But how can you increase the number of good reviews you get? This week, I’ve provided a few ways you can make the most of online reviews.

Good Service = Good Reviews

When it comes to making your patients feel welcomed, comfortable and cared for, there really are no shortcuts. If your clinic isn’t offering patients a personalized experience that lets them know you take their health and well being seriously, no amount of marketing is going to make up for that.

But improving patient experience isn’t just about treating them as gently and empathetically as possible when they’re in the dentist’s chair. Remember, your patient’s experience begins the moment they pick up the phone or send an email to request an appointment: if you want to make a good impression, you need to make sure that patients feel comfortable and in control from the beginning.

Appointment Scheduling Software Can Help

One easy way to improve your patients’ overall experience is to use practice management software that remembers and easily finds a patient’s preferred appointment time. It’s also helpful to patients if the software can locate patients who want to come in earlier if a preferred time opens up.  

Patient Portals also give patients an easy way to participate in the management of the dental care when it comes to managing appointments, reviewing their personal health information record, and responding to post-visit surveys. And because it includes options that allow patients to refer new patients to the practice, it makes word-of-mouth recommendations that much easier. 

5 Steps Worth Taking to Increase Review Numbers

While good service is essential, it isn’t everything. If you don’t have any reviews, you may need to jump-start the process yourself. Here are a few things you can do to get started:

1. Ask Your Regulars to Submit a Review

If you have patients who have been with you for a long time, ask if they would be willing to contribute a review. This is the best way to build momentum initially.

2. Provide Patients Guidance for Reviewing

Recommend review platforms that don’t require payment from you in order to receive positive reviews since their credibility is naturally suspect. Also, choose sites that allow you to respond to the review if possible, particularly to address negative comments. Recommend sites that have a large user base since more people will see your patients’ reviews and keep track of which sites provide the best results. This way you can narrow down the recommended sites over time and build a significant review base per site.    

3. Use Social Media as an Outreach Tool

Increasingly, social media is becoming a major way that people connect to and discuss their experiences with healthcare services, and there are lots of resources that can help you use social media to spread the word about your dental practice. Or better yet, read our post on Facebook groups to learn how easy it is to get started.

4. Thank Your Reviewers

Gratitude is a powerful motivator, and reaching out to reviewers who comment positively is a great way to ensure they keep spreading the news. For those who leave negative comments, it’s a good way to address concerns and make people feel heard. 

5. Track Patient Satisfaction

Most practice management software (including ABELDent) gives you the ability to use “Flags” that you can designate to define particular patient profiles.  Use one to indicate your estimation of the patient’s level of satisfaction with your services. This makes it easier to target highly satisfied patients that are most likely to give you a positive review. Use another flag to indicate patients that have provided a review to avoid unnecessary solicitation.

Finally, it is important to remember that, as you increase the number of overall reviews, you’ll inevitably increase the chances of getting a bad review. When this happens, don’t sweat it: if people on the whole are positive about your clinic, a couple of negative reviews will only confirm the authenticity of the positive reviews. 

In a media-saturated world, one good word from an existing patient to a potential one is worth dozens of paid advertisements. Make sure your dental clinic is capitalizing on the power of positive reviews!

How A Cloud Server Platform Can Help Your Dental Practice

Every day, dental clinics across Canada handle a lot of sensitive information. Between patient scheduling, clinical records, financial information, payroll, and co-ordination with other healthcare and insurance providers, dentists and dental hygienists need to know where to find the information they’re looking for at a moment’s notice.  

This means how and where to store information can be a major issue. As anyone who works in a dental clinic knows, the days of keeping patient files in manila folders is long gone for most – but just because clinics use computers now doesn’t mean the storage question has gone away.

As a solution, many clinics have started to backup their practice data in the Cloud. But some practices have told me that they have doubts about the Cloud’s safety. In addition, simply backing up data in the Cloud is only part of the solution and thus only mitigates part of the risk. If the data you access every day to run your practice still resides on a local server, you remain highly vulnerable to cyberattacks. To help, I’ve prepared this brief explanation of how the Cloud works and why using a cloud server is the more secure option for accessing and backing up your dental practice data.

What is the Cloud, Anyway?

In a nutshell, it means that rather than storing and accessing your data from an on-site (local) server, it is stored on powerful offsite servers (known as cloud servers) and accessed via the internet. Depending on the application, it may also be stored and accessed from the cloud server. cloud computing has been around since the 1960s but it’s only in recent years that cloud computing and cloud storage have become widely available. This shift happened when companies like Microsoft, Amazon and Google started marketing cloud storage services to businesses and the public.

Chances are, you already use cloud services a lot more than you think – your last Netflix bingeing session of Stranger Things wouldn’t be possible without this technology. But some dental practice owners are still reluctant to access their records from the Cloud and store backups there because they worry that the Cloud is less secure than storing information on their own computers. But are these concerns actually warranted?

Is the Cloud Server Platform Safe?

The short answer to this question is yes – not only is the Cloud safe, but it actually offers more security than other data access, backup and storage methods.

When you store all of your live data on-site, there are a number of risks. Because your data is literally being stored on hard drives in your office, all someone needs to do is remove the hard drives and all the information stored on them will be lost. Even if you have kept a backup of your data on a separate storage medium, it will only be as up to date as the last time you did a backup. Furthermore, you have no way of knowing if your backup is valid. As a result, on-site data access and storage represents a huge vulnerability for any dental practice.

On-site storage also exposes your data to potential accidents or natural disasters. For example, with offices that experience floods or fires, there is a very real possibility that many years’ worth of information will be lost – particularly if backups are store on-site as well. The old adage about not putting all your eggs in one basket definitely applies here.

Will a Cloud Platform Affect How My Dental Practice Accesses Files?

Yes and no. When you use cloud servers to store your information, you are taking an important step toward preventive theft and loss of data. But this doesn’t mean it will be more difficult to access.

Not only do cloud server solutions store client information more securely, coupled with data encryption, they enable secure integrated, automated, patient communication solutions. These provide a safe and efficient means of information exchange between the practice and patients via email and text, particularly for appointment reminders and confirmation.

Another advantage of cloud computing is convenience: because data is stored in the Cloud rather than on local hard drives, your team members can access information from anywhere, on almost any device. And should there be a data security breach, access devices are not affected. If your workstations are damaged in a natural disaster or fire, all your information is already safely backed up remotely in the Cloud.

For these reasons, cloud-based practice management software is rapidly becoming the platform of choice for dental practices.

Don’t take any chances with your patients’ data; consider switching over to a cloud server solution specifically designed for use by dental practices. If you decide to stay with a local server solution for data storage, at the very least, make sure your practice data is regularly backed up in the cloud.

Can A Visit To Your Dental Office Be Harmful To Your Health?

Guest Post by Dave Rajczak –

Whether you work in an auto body shop or a dental office, as a result of daily operations you are continuously exposed to various levels of bio-aerosols and other toxins. However, within a body shop, the customer is not usually part of daily operations and remains separate from the production environment and hazardous materials.

The dental office is unique in that both the dental team and their patients share the same air and are exposed to the same hazardous materials during service hours.

Dental offices in fact have the potential to be more polluted than most industries because they have high traffic areas that produce bio-aerosols (containing bacteria and viruses) resulting from dental procedures and the constant cleaning and disinfection of surfaces and dental instruments. It has become clear with more research over the years that untreated, these contaminants are absorbed into the bloodstream and have systemic effects on humans such as increased risk of infectious disease transfer, breathing difficulty including asthma, decreased lung function and heart problems.

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Aside from the health aspects, from a legal perspective, the Occupational Health and Safety Act stipulates that all employers including dentists have a general duty to protect workers (and in this case also patients) by providing adequate ventilation and replacement air free from contamination.

How does one know if an air quality problem exists?

Most potentially harmful particulates cannot be seen by the naked eye and therefore it is difficult to know their level of presence and corresponding risk to health. It is perhaps helpful to use a simple analogy and think of the work environment as a swimming pool. If the swimming pool turns green we automatically know it is likely unhealthy to swim in it and for health and aesthetic reasons we sanitize the water and run it through a filtration system until it is clear. Although we can never completely rid the water of every single contaminant due the constant addition of new agents, with continuous filtration we know that the water will be safe and pleasing to swim in.

Measuring a working environment for potentially harmful toxin levels

By using a Particle Counter device (example) that takes in a specific sized sample of air and counts the number of particles of various sizes we can “see” the quality of the air and compare it to the acceptable levels determined for the intended use of the room or environment.

For levels that are deemed unusually high, the simple and most practical solution is a medical grade air cleaner (example) that will remove the vast majority of dangerous particulate matter from the air. This breaks the cycle of airborne disease transmission, which may lead to infection and/or other symptoms previously mentioned.

Tangible benefits of cleaning the air

Practices that have implemented air purification systems reported reduced staff absenteeism and improved performance. By installing such systems in their offices, practice owners are not only complying with the law – their staff and patients also notice the cleaner air.

An investment in a safe and healthy environment will help protect everyone that enters your office and may even influence patients to refer their family and friends!

Communication Tips for Different Patient Types

Do you remember the Seinfeld episode where Elaine Benes notices a negative comment on her medical chart and then proceeds to go to incredible lengths to have the comments removed? She becomes increasingly disruptive and each new doctor adds another line in the chart about how ‘difficult’ she is which of course incites more disruptive behaviour. It’s a very funny episode but dealing with problematic patient behaviour is no laughing matter.

Video clip from the Seinfeld episode

Any dental practitioner will tell you that patients are the lifeblood of their dental clinic, but many will also share stories about their most ‘difficult’ encounters with patients – from the overly demanding, to the downright confused.

Patients are essential to any dental practice and while they pay the bills and also allow you to grow your practice, patient management can be a challenge. I’ve put together a list of some of the most common types of ‘difficult’ patient behaviour and ways that you and your staff can deal with situations as they arise.

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1. The Confused Patient

Confused patients can be frustrating to deal with because they simply don’t know what they want or can’t make a decision. They often have only half the information or will come with false assumptions. These patients will ask lots of questions but are unlikely to commit to your service regardless of the quality.

How to Help

Confused patients can take a lot of your time and energy so it’s wise to pinpoint their highest priority problem and figure out how you can best help them. When you’re able to uncover to the actual issue at hand it makes offering the right service easier.

Remind the patient that they came to you for a reason and you are here to help. Ensure that they understand the treatment options presented and the consequences of not going ahead with treatment. Conclude by telling the patient that you respect their decision whatever it may turn out to be.

2. The Non-compliant Patient

Much has been written on the topic of patient compliance in dentistry and patients who refuse to follow a dental healthcare provider’s recommendations can be a real challenge to work with. While on one hand they are simply refusing to listen (which makes treating them over the long haul much more difficult), on the other hand dental clinicians may also start to unfairly blame themselves for not communicating effectively.

What Are Your Options?

Compassion goes a long way, and if you frame the problem as a desire on the part of your dental practice to help this patient, they will likely come around. But if a patient’s non-compliance is interfering with your job as a dental health care provider it may be time to ask them to look for another practice.

This option should definitely be considered a last resort but it might be necessary if patients are simply not following your oral health recommendations.

3. The Ill-tempered Patient

Patients with chronic oral health problems can often bring an irritable, frustrated or even abusive demeanour when they come in for treatments. They want to blame someone for their ongoing issues so they might lash out. No one wants to pay for pain, and for some, this is how they view their trip to the dentist’s chair.

How Your Dental Team Can Help Fix the Problem

The best thing oral healthcare providers can do is empathize with the patient while reminding them that treatment will eventually make things more tolerable. A steady, measured and compassionate tone will help calm irate patients. Remain aware of how far vocal tone and facial expressions go toward calming negative emotions in others.

4. The Demanding Patient

It’s important not to confuse a demanding patient with an ill-tempered or abusive one. A demanding patient is simply frustrated because the reality of the situation differs from what they imagined. Demanding patients will often threaten to leave (some never to return!) and this threat must be taken seriously. Demanding patients might be insecure, or simply expect too much of others.

Go the Extra Mile

When it comes to demanding patients, do your best to accommodate their needs and expectations. To some of your staff it might feel as if you’re caving into unfair demands but there is a way to give in without giving too much up. Ask the patient whether there is something they are expecting from their experience that has not been accommodated. Then you have something to work with – you can either meet the expectation or suggest an alternative solution.

Patience pays off here and it’s important not to respond to emotional outbursts. Say no if you have to but make sure these patients feel you’ve done your best.

Anticipate and Alleviate Negative Attitudes

Ignoring disruptive or disrespectful behaviour can derail any practice – grinding everything to a halt. But if your staff understands how to address inappropriate behaviour, before it escalates, most patients will calm down and even apologize for their outbursts. I’ve mentioned this in previous blogs and it bears repeating that customer service training will help your staff handle a range of situations – with professionalism.

Creating a sense of calm at every stage of the visit also helps. You can invest in improving your waiting room. When patients check in they should be greeted by a friendly member of the staff. If you’re behind schedule make sure someone acknowledges this fact. It never hurts to apologize for minor inconveniences. Finally, at the end of the visit, thank them for their business while setting their next appointment.

While you’ll never have to deal with Elaine Benes, if you encounter any of the above ‘difficult’ patient behaviours, use ABELDent’s tips to help keep your practice running smoothly.

Fostering Positive Behaviour at Your Dental Practice

In my line of work, I am often asked about the challenges of running a dental practice. Dentistry is a wonderful profession, but let’s face it – no field is without its unique set of hurdles. Running a successful practice is part art, part science and part skill. But no matter how gifted or skilled a dentist might be, his or her practice is made up of people.

And so, one of the biggest challenges of running a great practice is understanding those people, and their behaviours.

ABELDent’s dental software program has easy to use features such as our appointment scheduler and automated patient communication. Although they help keep dental schedules organized and patients informed, keeping your staff effective and motivated requires strategies and actions that elicit the responses you desire.

Workplace behaviour is a growing topic of conversation in dentistry, and every year there is more and more emphasis on implementing positive change. Changing behaviour patterns in any workplace can be tough, but with the right attitude, even the most pervasive negative behaviours can be curbed.

Let’s take a look at 3 common behaviour issues common to many dental clinics – and then let’s consider how to turn the problems around.

1. Smartphone Use

You might be frustrated when your staff are constantly distracted by their smartphones, and wondering how to fix the issue. Smartphones aren’t going anywhere anytime soon, but there are ways to curb use in the office.

One solution is to limit use to certain windows of time, such as on breaks or during lunch. You might also put a ban on cellphones in meetings, at reception, in restrooms or in high-traffic areas. Whatever limitations you impose, a written policy that employees have to read and sign is the best way to curb the problem, as that leaves little room for misinterpretation.

When your employees follow these rules, acknowledge their improvement. Identifying and broadcasting good news is a great way to foster positive change. While disciplinary action may be required if someone repeatedly refuses to put their phone away, rewarding staff who do comply will go a long way. A great reward might be to reduce the smartphone limitations over time, allowing for more liberal use once the staff has shown initial discipline.

2. Negative Attitudes

This one can’t always be helped – some people just have bad days. The important thing to reinforce to your staff is that negativity is contagious, and that a bad attitude will affect everyone, including the patients.

When you notice positive workplace behaviour, it’s important to recognize, acknowledge, and even reward it. On the other hand, when you see undesirable behaviour, be sure to address it right away. If someone’s bad mood is having a noticeable effect, it’s important to deal with and confront this type of negative workplace behaviour head-on.

Don’t be afraid to sympathize with the person if they are dealing with a real problem – but also don’t be afraid to remind them to be professional and leave their personal issues at home.

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3. Lazy Management

If you want your staff to be engaged and to offer the best possible patient experience, you need to ensure that your management team is equally engaged. Helping improve workplace behaviour takes effort, and your management team will need to take an active role.

It’s imperative that your staff feel empowered to succeed. Providing top down feedback is great, but when management actually takes the time to coach their staff, there is much more room for improvement. Management should set distinct goals and deliverables and then acknowledge and reward staff as they reach various benchmarks, not simply when the larger goal is reached.

Also, consider scheduling customer service training from a third party that has experience working with dental offices. They can provide an objective validation of the customer experience you wish to achieve as well as offer the expertise necessary for successful implementation of your office policies. The training sessions can also serve as a great team building experience and ensure everyone is on the same page.

When your staff feel that management wants them to succeed, they will embrace the pride and satisfaction that often comes along with facing new and exciting challenges.

Be Patient

I completely understand the desire to see positive change happen quickly. But in reality, as research shows, you’re more likely to see success when you take it slow. Set smaller benchmarks to success, and reward staff that make a real effort.

Behavioural theory suggests that there are a variety of stages associated with embracing change, so make sure that your employees have the time they need to go through the stages. This kind of focus and care will result in positive, permanent changes that will be noticeable to everyone at your practice.

If you are clear about the issues while also allowing your employees the time to slowly turn it around, you might be surprised at how many people will fall into the new system. It just takes time.

It’s been said that positive verbal praise and feedback stimulate the same parts of the brain that receiving money stimulates. When positive behaviour is cultivated and shared, it’s more likely to be repeated – and it doesn’t cost a penny!

How Web-based Dental Solutions Protect Against Cyberscamming

Dental clinicians and practitioners face a unique set of challenges day in and day out, from ensuring patient satisfaction to staying on top of technological advancements in the field to maintaining a steady income stream in a increasingly competitive environment.

But a dental practice also faces the hurdle of keeping its staff and patients connected, which exposes them to an altogether different struggle – that of keeping data secure in an age when scammers are working harder than ever to compromise patient information.

The protection and organization of data is a serious matter, and so I’m starting the new year by bringing you up to speed on the rise of phishing and other cyberscamming attempts.

cyberscam protection

Below, I discuss recent scams both in and out of the field of dentistry, and provide some tactics to help you defend yourself.

Gone Phishing

Phishing is the act of impersonating legitimate companies through email or phone contact in an attempt to lure staff or consumers themselves into divulging private, personal information.

Emails will often ask for login credentials and other personal info to solve a vague but urgent problem. Scammers go to great lengths to make the request seem legitimate, which works to build a false sense of security in victims.

The CRA Scam

Consider the recent CRA scam that has already affected 4,000 victims who have lost more than $15 million. This scam takes the form of a call from someone claiming to be from the Canada Revenue Agency, who then threatens victims with arrest for owing back taxes. The scammers will often demand payment in the form of gift cards, cybercurrency, wire transfers or other unorthodox methods of payment.

Up the Amazon Without a Paddle

Meanwhile, the RCMP are issuing warnings about a phishing scam targeting Amazon customers. The police warn about emails sent to customers regarding purchases they never made, complete with receipts of purchase and shipping addresses. By clicking on the ‘details’ button, emails direct victims to a fake Amazon login page that then attempts to steal credit card information.

Cyberscams with Teeth

The dental industry is not impervious to these threats, either. In 2015, an Oregon dental services company reported that a hacker had breached their system, accessing the information of more than 151,000 patients. The pinched data included patient names, social security numbers, phone numbers and addresses, as well as birth dates.

The hackers leveraged malware in order to obtain an employee’s username and password which gave them access to the company’s membership database.

protection from hackers

Protect Yourself

I can hear you asking, how do I protect myself against these threats? If you want to keep your personal or financial records safe from scammers, this simple but effective list of considerations will really help keep your info safe from compromise.

  • Don’t reply to any email that requests you to enter your personal or financial information
  • Check the hyperlink by hovering your mouse over the link to verify the address. If the email claims to be coming from Aeroplan, verify that the site is indeed Aeroplan.com or .ca
  • Contact your bank or financial institution immediately if the email or phone call claims that you owe money. Banks compile info on these scams and reporting the incident can help bring down the predators
  • Get in touch with Equifax or TransUnion to place a fraud alert on your name if you suspect you might be the victim of attempted identity theft

If you run a dental practice, and you’re worried about keeping your financial records, patient files, schedules, and other documents secure, it pays to partner with a company that understands the nuances of cybercrime.

Servers aren’t always secure, and your digital dental office staff are only human and are not invulnerable to sophisticated phishing scams, so it pays to add another layer of defence. Services are available that offer safe encryption of your data and advanced cloud storage. Data is protected from attacks but can quickly be restored with up to date backups if necessary.

If you feel that you are the target of a cyberscam, take your time and remember to be cautious. When dealing with any company, including a government agency like the CRA, you have the right to request written information, ask for a call back number, and demand time to think over the situation. A real company will be trying to solve a problem, and will show patience. Scammers around the world are all the same – they will want to part you from your money as soon as possible.

And if you run a dental practice, remember that safe, reliable web based dental solutions are available and becoming increasingly the platform of choice.

 

Reducing Anxiety is the Key to Patient Retention

Identify and Reduce Common Causes of Dental Anxiety

Understanding Positive Patient Perception Will Help You Grow Your Practice

If you are a fan of Netflix or enjoy a night out at the movies, you’ve probably noticed that dentists aren’t often portrayed kindly in popular media.

The movie industry still clings to the cliché of dentists as villains – just look at Horrible Bosses, where Jennifer Aniston plays a crazed dental practitioner who gleefully tortures her patients and staff, or horror films like The Dentist or its sequel.

These portrayals are unfortunate because most dentists, and their team members, are actually quite amiable and likeable. Personally I can say that at the dental clinic where I receive care they routinely share little anecdotes and we have some good laughs.

Any dental practice in the know recognizes the importance of patient perception and will address and even reverse the all-too-popular assumption that the dentist’s office is a place to fear.

Dental industry experts tell us that the most common reasons given by patients for not routinely visiting the dentist are:

  • Communication issues
  • Failure to address concerns over the cost of dental care, and
  • A lack of appreciation for patient anxiety

If you run a dental practice and you want to ensure that your patients not only return for future work, but also return for regular preventative care – and not just to deal with a crisis – you need to address these concerns.

Improving Communication

Effective communication is essential for creating positive perceptions, and improving communication is easy – if you know what people want. Most patients appreciate a health care professional that speaks to them, not at them. By reducing your reliance on technical jargon and by presenting information clearly, you can significantly improve your patients’ overall experience. After all, the more aware they are of your administrative and clinical processes, the more comfortable they’ll be.

You can also work on improving the non-verbal communication skills of your dentists and support staff to increase patient retention. It’s a dentist’s office after all, so make sure everyone’s smiling!

Addressing Concerns about Cost

Many patients reporting negative reactions to their dental experience say the care was satisfactory but are unhappy with the cost. This is especially true in countries like Canada where many other forms of healthcare are fully or partially funded publicly.

One way to help patients understand the cost-to-benefit ratio of dental work is to explain the treatment process, the breakdown of the individual services you are providing, and the consequences of not proceeding with the required treatment. For Millennials, who tend to be more budget savvy, spend time educating them during their decision-making process to help them understand the reasoning behind your recommendations.

Dealing with Dental Anxiety

Fear of the dentist has been reported as the second most common phobia – second only to public speaking – and every dental patient experiences some degree of anxiety.

To help alleviate this anxiety, remember that comfort is key. Go the extra mile to establish an open and caring relationship with patients, especially those under the age of 12. Coloured glasses can help reduce the glare of the bright lights above the dental chair and can add a bit of fun to the experience, while having TVs spread about the office can give both kids and adults a happy distraction.

Reduce Appointment Jitters

Patients are already anxious enough about going to the dentist, and they don’t want their appointments continually cancelled or postponed. Running a dental clinic should never be viewed as chaotic, and ABELDent’s automated patient communication and other dental scheduling software can help keep you organized – which will help reduce patient anxiety, and keep them coming back for future care.

Don’t let the Hollywood media define you! Address these common patient concerns and watch your practice grow and patient satisfaction increase!