Your practice is speaking

Walk into an Apple Store and everything feels thought through including the lighting, the layout and the way the products are presented. None of that makes the technology better, but it does influence what we believe about its quality.

The same thing applies to dentistry.

Patients can’t assess the margins of a crown, the quality of an endodontic obturation or the care taken with infection control. They judge us using the evidence available to them, and much of that has nothing to do with our clinical work.

They notice tired furniture, a dusty artificial plant and a sign that’s been stuck to the reception desk with sticky tape. They notice whether the surgery is well-organised or cluttered and chaotic. They notice weeds in the car park, an unswept footpath leading to the front door and cobwebs around the windows.

Patients may not consciously notice every detail, but together they create an impression. If the visible parts of the practice appear neglected, why would a patient automatically assume that the invisible parts are meticulous?

This is not an argument for marble bench-tops, designer furniture or an expensive renovation. A modest practice can project tremendous quality. Cleanliness, consistency and attention to detail matter far more than luxury.

From time to time walk through your practice as though you’ve never seen it before. Start at the front door. Sit in the waiting room. Look at the walls, the signs, the shelves and the reception desk.

What is the environment saying about you?

A little decluttering, some fresh paint and better lighting can change more than the room. It can change the way patients perceive the care you provide.