We thought we’d put lockdown time to good use and do all that we could to prepare to hit the ground running as soon as we could re-open.
It seemed like the perfect time to find out what was of value to our patients, and what we could improve, so that when we were ready to open again we were able to continue to provide the best care we could. So, in May, we sent a survey out to patients who had opted to receive marketing communications to find out what they thought of the facilities, treatment and care that we offer at Arnica.
So far, 98 patients have responded to the survey and we are absolutely delighted with the results.
The feedback and comments have been a timely morale boost for staff, and, hopefully, a confidence boost for our patients too.
The headlines are:
There were so many lovely comments, it was hard to choose our favourites, but these three really sum up the experience that we try to give every single patient at Arnica:
“I feel very well looked after. Your reception team is very friendly and approachable. I also feel like I’m a person when visiting, not just a number and some teeth!”
“Very clean, professional and modern surgery.”
“Going to the dentist at Arnica is a pleasant experience! Reception is light, airy and tastefully decorated with a good choice of magazines. The staff are very friendly, helpful and efficient. The dental care is thorough, professional and unrushed. I feel any problems will be picked up and competently handled.”
There were also lots of comments that mentioned our caring approach – particularly for our patients who are anxious or dental phobic – one person summed this up as:
“Professional but very compassionate, and very good at calming fears.”
At the end of last year, we were over the moon to win the award for ‘Best Treatment of Nervous Patients’ at the Private Dentistry Awards 2019 – so, it’s reassuring to see that we are still being recognised for our caring approach.
Suggestions for improvement included not always being able to get an appointment with a hygienist. So we have expanded the hygienist team, and have increased the number of days they’re in the practice, which gives patients more choice. Another suggestion – which is relatively minor, but it did crop up several times – was what we play on the waiting room TV and radio, so we’re addressing that too.
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