GRATIFIEDENT.com

Satisfying Patients' Needs

• Do you know what your patients are saying about you?
• Do you know why patients choose your practice?
• Do you know why some patients don't come back?
• Which patients are about to leave you and why?
• Do your patients trust you? What can you do to increase their level of trust?
• What can you do to increase the patients’ treatment acceptance?
• In which areas of marketing can you save the most money?
• How satisfied are your patients with you and your services?
• What bothers them about your practice? How do you know for sure?
• What are the real reasons why your patients cancel appointments?
• How effective was the last direct mailing and your ad in the yellow pages?
• Are patients aware of all the services you offer? Have you verified it?
• How can you make their experience a more pleasurable one?

Key Benefits

1. Maximize Existing Patients’ Loyalty
2. Drive the Patients YOU Want to Your Practice

Greatest Return on Investment - Understand Your Patients' Needs

Dentistry is one of the most personalized, relationship-driven intimate services. Since an estimated 20% of patients abandon their dentist every year speaks to the fact that many dental experiences fall below patients' expectations. Imagine that you could understand and satisfy your patients' needs a little better and reduce your attrition rate by only 50%. Assuming you are in an average-size practice, this would translate to additional revenue of $75,000 without spending a penny on advertising.

Furthermore, 35% of the population does not see the dentist regularly. In Canada 60% of patients have insurance but only 20% of them use it. Many of these people would be willing to see a dentist that meets their needs.

Have you done enough to understand your patients' needs to the point that you exceed their expectations? Many dental offices make the mistake of assuming that they are meeting their patients needs. Some believe that by addressing patients' needs and concerns after they have complained is an effective way to meet your patients' needs. The truth is, if the patient complains, the dental practice had already failed to meet the patients' needs.

Gratifiedent will help you identify your patients' potential areas of concern and address them before the patient even perceives there might be a problem. We will spot your patients' wants and desires before the patients are aware about their existence. That way you will be able to provide your patients the ultimate dental experience and build a loyalty for a lifetime. We bring advanced market research practices and methodologies and over 10 years experience in consumer research.

How does it work?

1. Prepare Research Methodology
2. Conduct Research
3. Analyze the Results
4. Recommendations and Action Plan

1. Prepare the Research Methodology
No two dental practices are the same and neither will be your research objectives. Gratifiedent designs for you the research methodology to meet your needs and budgetary constraints. We gain insights to your patients' needs using the following types of research:

• Ethnographic Studies
• Focus Groups
• Forums
• Interviews (over-the-phone and in-clinic)
• On-line research
• Surveys (given either in-clinic or sent in mail)

Feedback from your patients is most insightful if the people can express in their own language. Gratifiedent can conduct research in: Arabic, Czech, English, French, German, Hebrew, Hindi, Italian, Japanese, Korean, Mandarin, Polish, Portuguese, Romanian, Russian, Slovak and Spanish.

We have prepared and tested in the field over 900 questions. This means the questions are valid, clear and concise, and the responses will allow you to make solid, fact-based decisions. Your answers are only be as good as your questions.

Are these questions you ask your patients? If so, STOP. The way these questions are worded, they are a waste of time for the dentist, the team and the patient. If you were to ask your patients these questions, the answers will not help you formulate any decisions. Gratifiedent will work with you to ensure that you get the type of answers from your patients that you need.

2. Conduct the Research
We understand that the dental team has a practice to run. Therefore Gratifiedent conducts all of the research for you, whether in the practice, over the phone or online.

3. Analyze the Results
Gratifiedent analyzes the information and provides you with a report and a PowerPoint presentation. All research and results remain the dentist's property. It is as confidential as the dentist wishes.

4. Recommendations and Action Plan
Gratifiedent can work with you and your team to develop recommendations and an action plan to ensure the changes you want in your practice are implemented and your success is achieved.

Today's dental competitive landscape is more dynamic, complex and challenging than 5 years ago. The dentists are not only clinically better trained but they also have greater financial resources.

Furthermore, your patients are customers who are pampered by companies day and night. The customers are convinced that they are kings and demand companies to know what they want and then provide the ultimate service or experience, or else they go somewhere else.

That mentality does not change when the patient enters your practice. Studies suggest that the clinical aspect contributes to only 15% of the patients' total experience, and 85% has nothing to do with dentistry. This does not mean that excellent dentistry is any less important than before. What it means is that excellent dentistry is the minimum standard, but in order to retain your patients and attract new ones, you need to provide the ultimate patient experience beyond the clinical treatment.

To ensure that your patient is satisfied with the clinical aspects - the 15%, you enquire about your patient's medical condition, conduct an oral examination, take x-rays and have a discussion with the patient. This allows you to make a decision, with confidence regarding the type of treatment you will offer.

This is only 15% of a patient's ultimate dental experience. What about the 85% of the patient's experience? How well do you satisfy the patients' needs in that area? Gratifiedent can help.