Patient Experience Matters

Patients today want more than just a routine dental appointment and expectations of their healthcare provider are on the rise.1 More than ever, patients want to know they are getting the best care for their money. They want to establish a personal connection to their dental office where they feel understood, receive guidance and education on their oral health habits, which ultimately will lead to positive oral health outcomes.^1,2

“...healthy and motivated patients improve patient loyalty, trust, and productivity...”

A positive dental experience can have a significant impact on both patient motivation and the productivity of a practice. Consensus from patient-centric research determined that with increased case acceptance and reduced cancellations.^4,5When patients feel heard, respected, and cared for, they are more likely to be intrinsically motivated to take care of their oral health and are more likely to comply with recommended treatments and follow-up care. This is critical for improving oral health outcomes and the long-term treatment stability for our patients. Motivated patients can also help to drive office productivity.^4,5 Patients who trust us and come regularly to our clinics are our best ambassadors to refer our services to friends and family.

“...Patients who trust us and come regularly to our clinics are our best ambassadors...”

Improved Patient Experience Through Communication

Communication is one of the most important elements of the human experience, so it is fitting that it applies to the patient experience as well. Effective patient-centred communication is fundamental to ensuring optimal oral health. Studies have shown that poor communication between clinician and patients affects both health outcomes and perceptions of the quality of care.⁶

Communicating effectively with patients can be one of the most challenging tasks, so how can we improve this in the dental practice setting?

Technology

Technology is now a driving force of communication between dental providers and their patients. The easier the communication is, the better the patient experience. Patients expect that health care will leverage advances in technology just as other industries do.³ The use of technology in the dental practice such as the intra oral camera and digital scanner can help to create an emotional connection to our treatment recommendations and prove to be an efficient and effective communication tool between the clinician and patient.

Artificial intelligence (AI) is one of the most promising technologies in health care and can support dental professionals for improved longterm health outcomes. Artificial intelligence is already spanning many tasks in dentistry from automated booking systems, diagnosing and patient communication. The power of AI technology available in electric toothbrushes such as the Oral B iO can also be useful in enhancing communication and collaboration between patients and oral health professionals. It provides users with real-time tracking and coaching with personalized instructions, tips, and encouragement between dental visits.

Figure 1. AI can provide patients with real-time tracking and coaching.

Technology

A positive dental experience can have a significant impact on both patient motivation and the productivity of a practice.

Motivation is Key

Motivation for good oral health habits between appointments is one of the biggest factors affecting our patient’s dental health. As health care providers, it is imperative that we understand that the patient motivation technique you choose will play a long-term role in the future of each individual smile.

Key Drivers of Patient Motivation

1. Understand Me

The importance of an individualized approach to oral health home regimens cannot be overstated! Identifying unique patient needs is essential for maintaining healthy teeth, gums, preventing dental disease and ensuring the success of dental treatment. A prescriptive home care regimen to patients for post-procedure aftercare provides an elevated standard of care. Typically, health information is given in the form of advice and the advice is usually given in the form of knowledge. It has been assumed that by providing knowledge there will be a modification in attitude that will result in behaviour change. However, research indicates that advice-giving methods do not actually support behaviour change.¹⁰

A more effective communication tool for dental teams is motivational interviewing. Motivational interviewing (MI) is a conversation style that has been explored by Miller and Rollnick to harness inner motivation for change. It has been shown to improve patient communication and motivation for increased case acceptance and improved patient experience. ¹⁰

• Communication correlates with compliance on advice and treatment plans.⁸

• Over 95% of patients will increase referrals, accept treatment, keep their appointments, and stay loyal to the practice if they feel the team understands them.²

“95% of patients will increase referrals, accept treatment, keep their appointments, and stay loyal to the practice.”

2. Value My Time

Many dental patients lose motivation between appointments because they are unable to find the tools and products you recommended. Having these products on hand makes it easier for patient motivation techniques between visits. Immediate, convenient solutions and efficient purchasing experiences are expected and encourages better compliance²

• Around half of patients (48%) would like the option to purchase the recommended product from the office to align what their dental team prescribed.²

• Dispensing is key vs sending them to the store as 87% of Dental Professionals feel they give an electric toothbrush recommendation while only 33% of patients claim they received one.⁹

3. Positive Health Outcomes

Plaque biofilm is responsible for about 65% of oral diseases, including peri-implantitis and periodontitis.¹² A prescriptive postprocedure home care regimen that effectively battles biofilm is critical to ensure optimal oral health and long-term treatment success. Patient motivation is our most valuable asset but unfortunately, many patients are often not motivated as they are unaware of the crucial role they play in ensuring the long-term success of their periodontal, restorative and implant treatments.

Patients rely on their dental professionals for recommendations on what products to purchase and use. We must ensure we are taking the time to create an individualized approach with every patient.

• Complementing a branded recommendation that is backed by evidence is paramount for any dental professional. For example, I explain to my patients why I recommend a regimen of Oral-B iO, Crest SnF₂ paste and CPC rinse and floss because research by Adam et al. has demonstrated that 100% of the subjects suffering from gingivitis transitioned to a healthy gingival state after 12 weeks.⁷

• Positive patient outcomes following oral health education have been identified as a source of personal satisfaction for dental professionals and patients.¹¹

With ongoing communication, dentists and hygienists can help ensure their patients stay motivated and committed to optimal oral health. When patients start seeing improved oral health, internal motivation towards healthy habits continues to grow.

Figure 2. In a clinical study, 100% of Gingivitis Patients Moved to a State of Healthy Gums.

References:

1. Detsky AS. What patients really want from health care. JAMA. 2011; 306(22):2500-2501.

2. Ipsos. Patient Insights: Perfect Patient Experience Study. May 2021.

3. Glaser, J. 5 Principles to Improve the Patient Experience. HBR.org. 2021 Nov., 11.

4. Browne K, Roseman D, Sheller D, Edgman-Levitan S. Analysis & commentary. Measuring patient experience as a strategy for improving primary care. Health Off Proj Hope. 2010;29(5):921– 925.

5. Chatterjee P, Tsai TC, Jha AK. Delivering value by focusing on patient experience. Am J Mana Care. 2015;21(10):735–737.

6. McCabe C. Nurse-patient communication: An exploration of patients’ experiences. J Clin Nurs. 2004 Jan;13(1):41–9.

7. Adam R, Grender J, Timm H, Qaqish J, Goyal CR. Anti-Gingivitis and Anti-Plaque Efficacy of an Oral Hygiene Routine including Oral-B iO Oscillating-Rotating Electric Toothbrush, Stannous Fluoride Dentifrice, CPC Rinse and Floss: Results from a 12-week Trial. P&G Data on file.

8. Zolnierek KB, Dimatteo MR. Physician communication and patient adherence to treatment: A meta-analysis. Med Care 2009;47(8):826-834.

9. Consumer Pulse Panel Study, 2021. P&G Data on file.

10. Miller RW, Rollnick S. Motivational Interviewing Helps People Change. 3rd ed. New York: Guilford Press; 2013:484.

11. Jensen O, Gabre P, Sköld U M, Birkhed D, Povlsen L. ‘I take for granted that patients know’ - oral health professionals’ strategies, considerations and methods when teaching patients how to use fluoride toothpaste. Int J Dent Hyg 2014; 12: 81-88.

12. Buser D, Merickse-Stern R. Long term evaluation of nonsubmerged ITI implants. Part 1: 8 year life table analysis of a prospective multicenter study with 2359 implants. Clin Oral Implant Res. 1997;8:161–72.

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