Building Patient Satisfaction Through Authentic, Non-Hierarchical Relationships

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In a recent episode of The Patient Experience Blueprint, Dr. Jon Marashi, renowned cosmetic dentist and oral health entrepreneur, shared his unorthodox approach to dentistry, one that has redefined what it means to build lasting, meaningful patient relationships. From serving high-profile clients like Matt Damon and Cher to launching multi-million-dollar oral health ventures, Dr. Marashi’s journey has been fueled by a simple but powerful belief: patients aren’t looking for perfection, they’re looking for connection.

A bit about Dr. Marashi

Before Dr. Marashi became one of the most sought-after dentists in Los Angeles, he was a kid growing up in Spokane, Washington, with a passion for skateboarding and working with his hands. That tactile curiosity — honed through hobbies like ceramics and jewelry making — combined with an analytical mind, led him to dentistry. But from the start, he refused to conform to the stiff, hierarchical expectations of the profession.

Even at NYU’s dental school, Dr. Marashi stuck out, arriving with a skateboard under one arm and a belief that there had to be a better, more human way to deliver oral health care. “Dentistry has so many rules,” he said, “but not all of them serve the patient — or the dentist.”

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Building connection through authenticity

While some practitioners cling to a white coat persona, Dr. Marashi doubles down on being himself, with loud music, skateboards on the walls, checkered Vans, and all. This goes beyond aesthetic and is grounded in intention. By rejecting traditional hierarchies between doctor and patient, he creates a culture of comfort and authenticity that his patients deeply value. “I didn’t want transactional relationships,” he explained. “So I booked more time. I started actually getting to know people. And as a result, real friendships formed.”

This shift, from provider to partner, has been a cornerstone of his patient experience philosophy. Dentistry is an intimate profession, and trust is essential. When patients feel like they’re being talked with, not talked at, the entire dynamic changes. It’s a subtle, but powerful, contributor to long-term patient satisfaction.

How this approach can work

Dr. Marashi’s patient-centric philosophy comes down to three key ingredients:

1. Clinical excellence: there’s no skipping the fundamentals. His work must be technically exceptional. “There’s no substitute for the goods,” he said.
2. Team culture: everyone in the practice is aligned with the same values — service, authenticity, and care. “Leadership starts at the top,” he emphasized.
   Relationship building: By investing time to connect, Dr. Marashi doesn’t just earn repeat business — he earns loyalty, trust, and often lifelong friendships. “My closest friends are people I met through my practice,” he shared.

The takeaway? As practices look to improve patient satisfaction, many focus on operational tools, technology upgrades, or clinical technique. But what Dr. Marashi illustrates so clearly is that how you deliver care matters just as much as what you deliver. Breaking free from the stiff, transactional nature of traditional dentistry doesn’t mean sacrificing professionalism — it means humanizing it.

And when patients walk into an environment that reflects authenticity, creativity, and genuine care, they don’t just feel like a case number  they feel seen. That’s the kind of experience they’ll remember, recommend, and return to.

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