14 Oct Learning Over Fear. A New Direction for Professionalism in Dentistry
The GDC's proposed professionalism framework puts learning over fear. Kevin Rose explores what this means for patient communication and dental leadership....
BUSINESS INSIGHTS
02 Oct Why Dentistry Needs to Stop Chasing the YES
Dentistry has spent a lot of time chasing the YES: case acceptance, treatment uptake and conversion. But a patient saying yes doesn't prove they understood, and a patient saying no doesn't mean the conversation failed. Perhaps we need a better measure of a successful patient...
22 Sep What Are Your Patient Conversations Teaching You?
Dentists have hundreds of important patient conversations every year, but most of the learning disappears when the appointment ends. What might we discover if we could go back and understand those conversations?...
31 Aug Unreasonable hospitality in dentistry and when exceptional becomes expected
Exceptional service can quickly become expected. Here’s why the best dental practices should focus less on giving patients more and more on noticing what genuinely matters to them....
29 Aug The Future of Dental Front-Of-House
For years, we have described front-of-house as one part of the patient experience, the place where patients are welcomed before they see the people they have really come to see, and that description is outdated....
27 Aug Listen For The Patient’s Second Sentence
The first question may be about price, timing or treatment. The second sentence often reveals the anxiety, experience or personal reason that can change the whole conversation....
25 Aug Why Caring Still Matters At Dental Reception
We recruited naturally warm people because they were good with patients. Better training should strengthen that human instinct, not replace it with scripts, targets and rigid processes....
24 Aug AI And The Future Of Front Of House
There is plenty of conversation about what AI will change in dental practices. How much administration can be automated, how much time can we save, and which tasks no longer need a person?...
23 Aug Why Processes Are Not Enough
Most dental practices have processes for what to say when someone calls. How to book a new patient, where to place an emergency, what to send before an appointment, and who should handle a complaint....
22 Aug The Changing Role of Dental Reception
Think about what we now ask of the people at the front of a dental practice. They still answer the telephone, manage the diary, greet patients, take payments and keep the day moving. But somewhere along the way, the role became much bigger....