It’s Time to Reimagine the Dental Experience

Embrace a Consumer-Centric Approach to Meet Changing Expectations

 Dan Stanek

Estimated Read Time: 2 - 3 Minutes

Consumerism has been traveling its way across healthcare to all tentacles of the industry. Traditional provider-led ways of the past are finally giving way to patient-centric models that prioritize comfort and convenience. From comfortable and interesting waiting lounges to customer-friendly appointment times to virtual healthcare, patients now wield greater control. Now it is time for the dental industry to join this transformative wave.

The Dental Dread Dilemma

"I'd rather do anything than go to the dentist." Think about the sensations and apprehensions that typically accompany a trip to the dentist. Pain. Fear. The terrible sound of the drill.

There are countless jokes regarding people's disdain for visiting the dentist. If it was difficult to get people to go to the dentist before COVID-19, the industry is facing an entirely new challenge now. Depending on state regulations, many dental practices were forced to close due to the pandemic. Turning this challenge into an opportunity, there's never been a better time to put the consumer at the forefront of the dental experience.

Why Change?

The dental industry is ripe for transformation, particularly considering the unique relationship between dentists and patients. It’s fairly typical for patients to require frequent visits and have close relationships with their dental care team. This frequency of visits magnifies even the smallest inconveniences and inefficiencies. People are quick to offer referrals for dentists they like—essential for practices to grow—to their family and friends. If dentists don’t update the experience to meet people’s new healthcare expectations, their practices risk losing a growth opportunity.

Where to Start?

It’s time for the dentist’s office to shed its clinical, sterile, intimidating setting and adopt a warm, welcoming, comfortable one. Moreover, emerging technologies offer seamless integration opportunities, emphasizing technology as an asset. From cutting-edge clinical tools to patient engagement apps, the dental practice can enhance communication and interaction with patients throughout their journey.

Modern consumers are increasingly interested in attributes beyond clinical services, placing importance on aesthetics such as teeth whitening and invisible aligners. Practices can leverage their environment and experience to suggest these types of services, creating an ambiance more akin to a salon than a hospital, and reinforcing enhancement qualities with the professionalism and safety of a dental office.

Why Now?

As Dental Service Organizations (DSOs) proliferate, more offices become part of multi-unit practices. The standardization of consumer-focused design and features creates stronger operational efficiency, minimizes rollout and remodel costs, and is much easier to maintain as time and growth occur. Making these changes early, before office networks become too large, is prudent to avoid extensive remodeling efforts later. With the pandemic already causing many offices to institute new safety measures, it also represents an opportunity to rethink the entire dentist and patient experience.

At WD Partners, we have experience in the consumerization of healthcare as well as deep expertise in creating retail experiences. A more comfortable consumer experience is coming to the dental industry. We would be happy to discuss the opportunity for your brand. Contact Dan Stanek at Dan.Stanek@wdpartners.com.