EP-4 Improving the Patient Experience: Lessons Learned From Patient Feedback

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Satisfied patients and referring doctors are the life's blood of a thriving endodontic practice. Providing patients the opportunity to give feedback is essential for understanding and improving the patient experience. This information has also become a source for improving the competitive advantage when looking at business objectives in the practice. This presentation will discuss how a specialty practice used feedback from patients to develop a training program which resulted in an improved patient experience.

At the conclusion, participants should be able to:

  • Discuss ways in which endodontic practices can measure the patient experience.
  • Discuss how patient feedback, both positive and negative, can be used to develop a training program for doctors and team members and to address business objectives.
  • Demonstrate how practices can measure the outcomes of the patient experience training programs.
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Todd Cole

Todd Cole has over 20 years of dedicated business management experience. He is the director of operations for a multi-specialty dental practice, which includes 26 specialists practicing at 16 locations. As the administrative co-manager in the dyadic practice management model, Todd’s responsibilities and knowledge base includes operations, revenue management, operating expense management, capital planning, staffing models, performance reporting, support systems and services. As part of the dyad, Todd and the doctor co-manager share responsibilities with the mission, vision, values, culture, overall performance, internal organizational relationships and strategy.

Kathleen M. Gehring

Ms. Gehring has a degree in accounting and has had several roles at general dental and multi-specialty dental practices since 1999. Her roles have included managing doctor schedules, practice manage, and practice promotion. With her position in the practice, Ms. Gehring is able to focus on patient care and providing a positive experience for patients and referring practices. She has been a speaker at local and national meetings. Her goal in the practice is to provide care that enhances the health and life of both patients and the community.

Alan S. Law, DDS, PhD

Dr. Alan Law received his Doctor of Dental Surgery and Certificate in Endodontics from the University of Iowa College of Dentistry, Iowa City, Iowa. He also completed his PhD, “Mechanisms and Modulation of Orofacial Pain”, with the Department of Pharmacology at the University of Iowa. Dr. Law has published over 40 articles in scientific and clinical journals, and has co-authored chapters on The Non-Odontogenic Toothache and Regenerative Endodontics in Pathways of the Pulp, and has lectured at over 300 local, national and international meetings. Dr. Law is a member the American Dental Association, American Association of Endodontics, and Omicron Kappa Upsilon Dental Honor Society, and a Fellow of the American College of Dentists and the International College of Dentists. He is a Past President of the American Association of Endodontists, Past President of the Minnesota Association of Endodontists, and Past President of the American Board of Endodontics. He is in full –time practice in the Twin Cities, and President of The Dental Specialists, a multi-specialty dental practice with over 35 specialists. He is also a Research Professor in the Division of Endodontics at the University of Minnesota.

Speaker Disclosure

In accordance with this policy, I declare I have a past or present proprietary or relevant financial relationship or receive gifts in kind (including soft intangible remuneration), consulting position or affiliation, or other personal interest of any nature or kind in any product, service, course and/or company, or in any firm beneficially associated therewith, as indicated: National Dental Practice-Based Research Network and the American Dental Association.

 Todd Cole

I declare that I have no proprietary, financial, or other personal interest of any nature or kind in any product, service, course, and/or company, or in any firm beneficially associated therewith, that will be discussed or considered during the proposed presentation.

Kathleen M. Gehring

I declare that I have no proprietary, financial, or other personal interest of any nature or kind in any product, service, course, and/or company, or in any firm beneficially associated therewith, that will be discussed or considered during the proposed presentation.