FYI

Delivering high-quality service isn’t just about high standards of care, it’s also about how patients are treated at every point of contact. Here are important reminders to ensure a positive, professional experience for everyone who walks through your practice doors.
 

Clear communication of information

Accurate communication helps patients make informed decisions about their care and prevents confusion or dissatisfaction.

• Ensure your staff accurately conveys whether your office is in-network with DeltaCare® USA, Delta Dental PPO™ and/or Delta Dental Premier® and how this aligns with the patient's dental plan. Miscommunication can lead to unexpected costs and patient frustration.
• Carefully explain treatment plans, including what services are covered and which are not. Avoid misquoting costs or creating false expectations.
• Provide clear and accurate information about covered and non-covered services. Confusing or incorrect details can undermine patient trust and lead to disputes or complaints.

Pro tip: Use Provider Tools to submit a pre-treatment estimate and receive a clear, accurate breakdown of potential patient costs.
 

Professional and courteous behavior

Every interaction with a patient should reflect professionalism, empathy and respect. Inappropriate behavior, even if unintentional, can negatively impact a patient’s experience and perception of care.

• Use a calm, respectful tone when communicating with patients. Speaking clearly and kindly helps foster trust and ensures patients feel heard and valued.
• Always be mindful of the patient’s presence in the operatory or waiting room. Avoid discussing sensitive matters in front of them or others, and always prioritize their comfort.
• Patients should feel at ease during procedures. Creating a welcoming environment and addressing patient concerns compassionately are key to building trust.
   

Committed to fair and equitable treatment

Patients must be treated equitably and respectfully, regardless of their background or circumstances.

• Every patient deserves equal access to high-quality care.
• Foster a culture within your practice that promotes inclusivity and sensitivity to patient diversity. Training staff on cultural competency and respectful communication can go a long way in enhancing patient satisfaction.
   

By prioritizing clear communication, respectful conduct and nondiscriminatory care, you help ensure that every patient receives the quality of service they expect and deserve.