At 1300 Great Smile, our first interaction with our patients is often because they require emergency dental care. We not only offer emergency dental care, but also a wide range of services from pediatric dentistry to Invisalign to sedation dentistry in our two offices in the Perth area.
Through it all, we try to provide pain free dentistry, making every trip to the dentist as comfortable as possible. This model has provided us with a high level of referrals because people know they will be treated with compassion when they visit our offices. They know they won’t be treated like a number, but as a human being. This model is often called compassionate dentistry.
Caring with Compassion
So, why did we choose compassionate dentistry as a model? First and foremost, it’s the right thing to do. We understand that nobody looks forward to a trip to the dentist. It can be scary for people who are already in pain to go to an office where they are rushed in and told what to do without being told why.
We constantly seek feedback in order to improve our services. Even though we are larger than most of our competitors, we never take any of our patients for granted. Ideally, we want a long term and trusting relationship with our patients. To build and establish those relationships, it is necessary to provide high quality dental care and high quality customer service.
In the early days of our company, feedback was almost unanimous that customers approve of dentists who treat them with compassion. They don’t want to feel rushed. They want to feel like they are receiving high quality care that helps them keep their smile for as long as possible. They want to know what we are doing and how they can prevent more trips to the dentist.
When we started making it a point to be even more responsive to patient feedback and provide even higher quality service, we began to get a lot of referrals. Referrals are great in a business sense, but they are even better to us internally as an indication that we are fulfilling our mission to provide an extremely high level of customer service.
When someone refers a relative or friend to us, they are saying they trust us with their family or extended family. It makes us proud to know we are providing such a great experience that we have earned that trust. It makes coming to work in the morning a positive, fulfilling experience.
The Study that Justifies our Belief
In 2012, BMC Health Services research took a new look at old data from a randomised trial that was conducted in NSW from May 2005-March 2006. 847 patients from 22 different NSW dental practices were selected to test the efficacy of preventative dentistry techniques. The trial was focused on replacing restorative care with preventative care.
The results were predictable to “new school” dentists and an eye-opener to “old school” dentists. Old school dentists are those who take a “fill and drill” approach to dentistry. They are the dentists whose offices usually aren’t as interactive with patients as new school offices are.
In the old school environment, patients would feel intimidated and “customer service” wasn’t much more than a polite hello and instructions on what to do once the patient was seated. Old school dentists would often chide and blame patients for their cavities or crooked teeth.
New school dentists are more interactive with the patient. They help develop a firm plan for preventative dental care with the hopes of avoiding cavities and allowing the patient to keep their teeth for as long as possible.
What the Results Mean to You
The results of the study showed that patients prefer a compassionate dentist who treats them as “more than just a number.” They prefer a dentist who will inform them of all dental care options relevant to their case and who will help them embark on a program of prevention. Patients did not want to be judged by their dentist; they wanted the dentist to help them attain great dental and periodontal health.
And that is exactly what we do here at 1300 Great Smile.
General, Cosmetic or Emergency Dental Services
To learn more or to set up an appointment, call(08) 9404 9500 today.