How Canadian GPs Can Meet Rising Expectations and Boost Patient Satisfaction

It goes without saying that the Canadian dental landscape is in a state of flux. But one thing that is always true, no matter what changes, is the importance of patient satisfaction.

And, in many ways, satisfaction is harder to achieve because of rising patient expectations. Accessibility, more personalized care, and contemporary communication options matter to dental patients. This blog will explore practical ways general practitioners (GPs) can improve patient satisfaction while maintaining high-quality care. 

Accessibility matters

There is a lot of discussion around what “accessibility” really means. While it can be defined a few different ways, the word essentially means that something is easy or able to be reached, entered, obtained, used, understood, or appreciated. One way to improve patient satisfaction is to increase accessibility to dental treatment.

For example, one of the biggest frustrations for patients is the difficulty in getting an appointment. Some strategies to improve access might include:

• Offering online bookings. Allow patients to schedule appointments online. This saves time for both the patient and the practice.
• Extending hours. Consider evening or weekend hours to accommodate working patients.
• Providing virtual care. Video consultations and phone appointments make it easier for patients to receive care without visiting the clinic.

Of course, accessibility is also an important idea when creating satisfaction with patients with  disabilities. Accessibility Services Canada talks about accessibility as referring “to the design of products, devices, services, or environments for people who experience disabilities.” Equitas, originally founded in Montréal in 1967, defines accessibility as “ensuring the ability for everyone, regardless of disability, to have access, use, and benefit from their environment.” 

Ensuring accessibility for dental patients with disabilities might look like:

• Creating enough space at clinic for patients to be treated in a wheelchair
• Offering appropriate sedation options for patients who might experience involuntary movement or other barriers to holding still
• Offering earplugs or headphones to clients with extreme noise sensitivities
• Communicating effectively with patient caregivers

Communicate effectively and show empathy

Clear and compassionate communication is essential for patient satisfaction. GPs can enhance this by adopting a few key practices. 

Active listening is a crucial part of showing patients that you’re fully present during their visits. It  can be a challenging skill to learn, but there are simple ways to get started. Avoid interruptions and take notes, both of which demonstrates attentiveness. Simplifying medical terms and explaining conditions or treatments in plain language ensures patients can easily understand their care. 

Patients also want to feel that their GP genuinely cares about their health and well-being. Demonstrating empathy is key to achieving this. GPs can show empathy by making eye contact during conversations to convey engagement, acknowledging patients’ concerns to validate their feelings, and ensuring they feel heard and taken seriously. Following up with a quick call or message after a procedure or major diagnosis can also leave a lasting positive impression. These small gestures of care can significantly enhance how patients perceive their experience and foster stronger patient-doctor relationships.

Personalizing the patient experience is a powerful way for GPs to build stronger relationships and make patients feel valued. Remembering personal details, such as a patient’s preferences or family history, and bringing them up in conversations shows attentiveness and care. (Tip: this can be made easier by including them in the patient’s profile in your engagement platform!) These personalized touches go a long way in fostering trust and ensuring patients feel respected and appreciated.

Boost satisfaction with engagement

Patient engagement is one of the keys to patient satisfaction. It fosters trust and shows your patients how much you care. Two great ways to engage your patients are through education and incorporating feedback.

Truly, an informed patient is more likely to feel confident and engaged in their dental journey. GPs can utilize educational materials such as e-newsletters, infographics, relevant links, videos and more. Educating patients not only helps them feel more in control but also enhances their overall satisfaction with their care.

But, it’s also key to incorporate patient feedback! GPs can achieve this by including feedback surveys automatically at the end of every appointment. Implementing changes based on this feedback demonstrates to patients that their opinions are valued and lead to tangible improvements. When patients see that their voices matter, they are more likely to feel satisfied with their care.

Intiveo is here to support you

Go in-depth on patients satisfaction and other key subjects in our industry with Intiveo’s resources! We offer self-assessments, guides, template packages, and more to dental and oral surgery practices across Canada and the United States, including our podcast, The Patient Experience Blueprint.

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