The Value of Good Service22 March 2018 Categories: Patient care
By Dr. Tim Doswell
Dental Surgeon and Practice Director
“I am obsessed by good service. I drive my wife and family mad when we eat out because if we haven’t had good service in a pub or restaurant, I won’t stay to have pudding! We leave after the main course. I admit that this is shooting myself in the foot as I love pudding, but there is a principle involved here…
I don’t ask for much – a warm, friendly welcome, with attentive, but not intrusive service. I’ll forgive pretty much anything after that. We recently came back from a family holiday in France where I found a slug (still alive) in my salad. It may have been a French restaurant, but still, I’m pretty sure that it wasn’t supposed to be there. However, because the restaurant owners were such lovely people, I didn’t feel the need to make too much of a fuss!
As good service is so important to me personally, it is also very important to me that we provide the highest levels of service here at The Raglan Suite. For me, this is about far more than delivering the highest standards of dentistry, which should be expected by the patient anyway.
First impressions count
First and foremost, our patients should anticipate a warm and friendly welcome, whether that’s answering their first call or when they walk through the door.
Every member of our staff wants to make their experience as comfortable and relaxed as possible, from the moment they walk into the practice to the moment they leave. This is probably our most important value.
Our patients should expect to be fully informed about every detail of their dental treatment. We simply will not allow patients to start their journey with us until we are sure they understand every aspect of it.
We do this by offering an initial assessment with one of our dentists, followed by an in-depth chat with a Treatment Co-ordinator who has models, diagrams and animations to help explain the whole process. Afterwards, we write an individual, bespoke report for the patient, which acts as a summary of everything that has been discussed. Once they have all the information, we give our patients as much time as they want to decide whether the treatment plan is right for them, so that they can move forward in their own time, without feeling pressurised.
Our highly experienced Treatment Co-ordinators play a hugely important concierge role at The Raglan Suite. Every patient is assigned their own personal Treatment Co-ordinator as their main point of contact, not only for arranging appointments and answering queries, but to closely monitor their treatment journey to ensure our patient’s well being, comfort and recovery at each stage.
Naturally, even when a patient has decided to go ahead with treatment, they can feel concerned or anxious once it actually starts. We have an extremely caring, experienced team who go the extra mile to make sure our patients feel calm and relaxed throughout their treatment. We find that a lot of anxiety is due to fear of the unknown, so everything is explained carefully and sensitively at every step of the way. The treatment itself should never be uncomfortable as we use techniques to help deliver our procedures in a comfortable manner. We also offer the option for the patient to have conscious sedation if preferred.
Just as you would expect a top restaurant to use the best ingredients on their menu, at The Raglan Suite we use the best dental materials and most innovative, state of the art technologies at every level of what we do. Some of our clinicians and technicians are Key Opinion Leaders in their field, which means that they are at the forefront of modern dentistry. Each of our dentists work exclusively within their field of expertise, so this also means that our patients really are getting the best that dentistry can offer.
Punctuality is also a hugely important part of good service and something we always aim for at The Raglan Suite. On occasion, if a patient needs more care than anticipated, we may overrun a bit. If this happens, we keep the next patient informed and are happy to pay for your extra parking!
Although the fitting of the final implant teeth may appear to be the end of the treatment and therefore our patient service, really it is in fact just the start. For example, dental implant hygiene is essential for long term success, so we arrange a complimentary visit with our hygienist to show our patients how to properly clean and maintain their new teeth. Thereafter we review our patients annually and work with their own dentist to help to make sure no issues arise.
Admittedly, not many people look forward to a trip to the dentist, but we hope that when they are at The Raglan Suite, they are made to feel welcome, relaxed and comfortable, and know that they are in very experienced hands. Some patients may even look forward to coming back…”