How to Improve Patient Experience with Technology

Why Patient Experience Matters

Patient experience directly impacts:

• Patient retention: 89% of patients switch providers after poor experience
• Referrals: Happy patients refer 3-5 new patients on average
• Case acceptance: Positive experience increases treatment acceptance by 30%+
• Online reviews: 72% of patients check reviews before booking
• Practice growth: Better experience = more patients without increasing marketing spend

7 Technologies That Transform Patient Experience

1. Online Scheduling

Allow patients to book appointments 24/7 without calling:

Benefits:

• Reduces phone volume during business hours
• Captures after-hours appointment requests
• Fills last-minute cancellations automatically
• Attracts younger patients who prefer self-service

Recommended platforms:

• Weave
• Solutionreach
• LocalMed
• Zocdoc
• Built-in tools in PM software (Dentrix, Eaglesoft)

2. Digital Intake Forms

Replace clipboards with tablets or online forms patients complete before arrival:

Benefits:

• Reduces wait time at front desk
• Improves data accuracy (no handwriting issues)
• Automatically imports into practice management system
• HIPAA-compliant and encrypted
• Reduces paper waste

Key features to look for:

• Mobile-friendly forms
• E-signature capability
• Integration with your PM software
• Multi-language support

3. Automated Appointment Reminders

Reduce no-shows with text, email, and voice reminders:

Best practices:

• Send first reminder 48 hours before appointment
• Send second reminder the morning of appointment
• Include easy reschedule/confirm buttons
• Personalize with patient name and provider name

Expected results: 30-50% reduction in no-shows

4. Two-Way Texting

Communicate with patients via text from your practice number:

Use cases:

• Appointment confirmations and reminders
• Lab results or treatment plan follow-ups
• Payment reminders
• Quick questions (running late, parking info)
• Post-op check-ins

Important: Ensure HIPAA compliance—use platforms that encrypt messages and sign BAAs.

5. Intraoral Cameras and Patient Education

Show patients what you see in real-time:

Benefits:

• Increases case acceptance by 40%+ (patients understand the need)
• Builds trust (transparency in diagnosis)
• Reduces "second opinion shopping"
• Creates visual records for insurance claims

Pair with chairside monitors so patients can see the images immediately.

6. Real-Time Wait Time Updates

Send text alerts if appointments are running late:

Example message: "Hi Sarah, Dr. Smith is running 15 minutes behind. Feel free to grab a coffee and we'll text you when we're ready!"

Impact: Reduces in-office wait frustration and shows respect for patients' time.

7. Post-Appointment Follow-Up

Automated follow-ups show you care:

Same-day follow-up (for extractions, surgery):

• "Hi John, just checking in after your extraction today. How are you feeling? Reply if you have any concerns."

Next-day follow-up (for routine care):

• "Thanks for visiting us yesterday! We'd love your feedback—please rate your experience: [link to review form]"

Additional Patient-Facing Technologies

Same-Day Crown Technology (CEREC)

Complete crowns in one visit instead of two with temporary crowns and second appointments.

Digital Treatment Plan Presentations

Use software like Consult-PRO or Dental Intelligence to present treatment plans visually with before/after simulations.

Virtual Consultations (Teledentistry)

Offer video consultations for:

• New patient screenings
• Second opinions
• Post-op check-ins
• Orthodontic monitoring

Patient Portals

Give patients 24/7 access to:

• Appointment history
• Treatment plans and estimates
• Payment history and outstanding balances
• Secure messaging with office

Behind-the-Scenes Technology That Improves Experience

Practice Analytics Dashboards

Monitor metrics like average wait time, appointment duration, and patient satisfaction to identify improvement opportunities.

VoIP Phone Systems with Call Analytics

Track call volume, missed calls, and wait times. Ensure every patient inquiry is answered promptly.

Automated Recall Systems

Proactively reach out to patients due for hygiene appointments instead of waiting for them to call.

Implementation Roadmap

Phase 1: Quick Wins (30 days)

• Enable automated appointment reminders
• Set up two-way texting
• Implement post-appointment follow-ups

Phase 2: Improve Efficiency (90 days)

• Deploy digital intake forms
• Launch patient portal
• Add online scheduling

Phase 3: Enhance Clinical Experience (6-12 months)

• Invest in intraoral cameras
• Consider same-day crown technology
• Implement teledentistry for consultations

Measuring Success

Track these metrics to evaluate technology's impact:

• No-show rate: Target: <5%
• Case acceptance rate: Target: 80%+
• Online review score: Target: 4.5+ stars
• New patient conversion: % of inquiries that book
• Patient retention rate: % returning annually
• Net Promoter Score (NPS): Likelihood to recommend (target: 50+)

Conclusion

Technology isn't a replacement for personal care—it's an enabler. By reducing friction (easier scheduling, less paperwork, better communication), you free up your team to focus on what matters: providing exceptional chairside care and building relationships.

Start with automated reminders and digital forms—these deliver immediate ROI. Then gradually add tools that align with your practice's growth goals and patient demographics.