Welcome to the Hey Docs! Podcast with your guest host Jessi Megna.  

Today’s episode is all about the patient experience in orthodontic practices with Jill Allen. From understanding what patients truly want to building trust and even handling difficult conversations, Jill will be sharing her insights on how to create an authentic and engaging experience for every patient. 
 
Let’s dive in!
 
Summary
 
In this conversation, Jessi and Jill discuss the nuances of customer service in orthodontics, emphasizing the importance of authenticity, trust, and micro-interactions in creating a memorable patient experience. They explore how practices can build trust through consistent communication, the significance of team alignment, and the impact of humor in patient interactions. Jill shares insights on addressing negative experiences and the importance of being true to oneself in practice. The discussion highlights the need for a tailored approach to patient care and the value of small, thoughtful gestures in fostering loyalty.

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Takeaways

• Patients expect attentive service and the latest technology.
• Authenticity in patient experience is crucial for modern practices.
• Team alignment is essential for consistent patient interactions.
• Micro-interactions can significantly enhance the patient experience.
• Negative reviews often stem from accumulated micro-aggressions.
• Addressing issues with empathy can help resolve patient concerns.
• Practices should focus on their unique strengths and authenticity.
• Humor can enhance the patient experience when used authentically.
• There is an abundance of patients seeking unique experiences.
• Effective communication involves listening to understand, not just to respond.

Chapters
 
00:00 Introduction and Pet Peeves
02:04 Understanding Patient Expectations in Orthodontics
05:44 Creating an Authentic Patient Experience
10:27 Building Trust Through Consistent Communication
17:11 The Importance of Team Alignment
21:52 Micro-interactions: The Little Things Matter
28:42 Addressing Negative Experiences and Reviews
38:27 Infusing Humor and Authenticity in Practice
45:24 Final Thoughts and Resources 

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Are you ready to start a practice of your own? Do you need a fresh set of eyes or some advice in your existing practice? Reach out to me- www.practiceresults.com.  
 
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New episodes drop every Thursday!   
 
Episode Credits:
 
Hosted by Jill Allen
Produced by Jordann Killion
Audio Engineering by Garrett Lucero