Tag Archives: ortodonzia

Patient or Customer?
patient or customer blog bioservice Matrix

Patient or costumer? …simply two sides of the same coin!
Let’s analyse the two words that make up the dichotomy.
Patient means “person affected by a disease, and more generally, who is entrusted to the care of a doctor or a surgeon”, while customer in current use is “who usually uses the services of someone or buys what he needs from the same supplier” (Italian Dictionary).
In the light of the definitions it seems easy to assert that, since the dentist is a doctor, the people who turn to him are his patients as a result. But how much have the patient’s requests and the service provided by the dentist changed?
The dentist knows that the patient has much wider demands than “simple pain treatment” so it ranges from aesthetics to orthodontics. The practitioner decides to invest money and time with equipment and learning curve to satisfy the wishes of the patient who gradually becomes more and more “customer” given the varied demands that go beyond pathologies. It requires a service, weighs the costs and analyses them from an economic point of view. Certainly the best thing to do is not to catalogue or label, it will be the request itself that will make the individual a patient or a client. The patient has a painful problem that he wants to eradicate by relying on the wise hands of his doctor, the customer has intentions and evaluates the economic exchange to meet needs or desires.
It seems almost as if the two roles are intertwined: there are alternating phases in which the individual demonstrates to calculate, to choose in a very careful way, and this denotes typical traits from the client, then the phase in which the individual makes contact with the doctor and listens to him in the diagnosis and in the proposed line of care, and the figure of the patient is outlined, when it comes to estimates, it is natural to emerge again the trait of the purchaser. All in all, it is nothing more than a mix of both figures that alternate by weighing costs and benefits, quantity and quality.
From the ethical point of view of the medical profession, it is advisable to attribute the term “patient” to the individual because of the service provided by the doctor himself at the time of need. Having said this, the new frontiers (demands) in the dental field have shifted the horizon of the dental profession, widening the margins of work and profit for the dentist, who inevitably has to make use of prudent marketing strategies to propose his services while maintaining intact the ethical sense and a correct perception of the real state of health of the patient himself.
The person has multiple needs and the dentist can find a way to accommodate them: the patient requires care, attention, seriousness, professionalism, continuity; the client asks for prices (check the rates and compare them), convenience (the location of the office, if it is more or less easy to get there and park), timing (number of sessions, speed of execution), avant-garde (the latest techniques in use to be sure to get the best results), modernity (there is a need to develop the office and follow the trends of the moment regarding image and dental aesthetics).
The spectrum of relationships has expanded but the focus remains on the individual and his needs, whether as a patient or client.

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“People by people”. The lack of confidence is expensive
lack of confidence blog bioservice matrix

Americans remind us that “people buy people”, which means that we prefer to do business and establish relationships with people we know and trust. The same is true in the specific case where an individual has to entrust his or her health to a dentist.
We want to talk about the values that make a dental office the best friend of smile and health, bringing psychological and physical well-being and a better standard of living. The esteem for the professional, who installs security about the care and serenity about his constant presence, ensures the consolidation of a relationship of trust that goes far beyond the service.
The honesty of the estimate, indissolubly linked to the loyalty to the patient who is engaging their assets to solve health problems (because health also and especially passes through the mouth), creates the relationship of trust. This theme develops in antithesis to what emerges from the Rai report, which shows that one of the characteristics that makes the low-cost clinic less reliable than the private dentistry sector is precisely the lack of trust, the opacity of the fleeting relationship between doctor and patient.
In fact, it was pointed out that the doctors of the clinics were often performers of an unspecified number of interventions on different people, without having clear the clinical cases and the various developments of the cases themselves, often abandoning the cycle of operations in progress, passively executing the schedule proposed by the estimate (poor diagnostics and often inflated with unnecessary or non-impellent interventions). Precisely for the reasons just mentioned, the large low-cost chains are often seen as the “tooth supermarkets”, where the best offer, the most advantageous price, the promotion of the month flows in superimposition…
But individuality? Customization? Feeling patient and not customer?
Do chains work on trust or sale?
It must be said that the category of dentists has not enjoyed for years a good reputation because of the large sums required of their patients and the poor communication to justify the fees; this has opened the door to the chains that play on price and aesthetic appeal. Today, those who work and continue to grow are detached from these stereotypes and clichés, have embraced the path of transparency and listening, finalizing the business in respect of primary needs. This involves great sacrifices, great commitment and great perseverance. There are four focal points to follow to activate the positive vicious circle of trust that triggers emotional and economic feedback:
integrity, i.e. consistency and honesty regarding the work;
– the intent, i.e. the purpose, the motivation that does not develop without the basic care of others because there is no intent that works “alone”, is right to exist only if related to those who need and the consequent approval of those who request the service;
– the essential link between capacity and credibility, skills distinguish and must be updated, cultivated and communicated for complete and effective services;
– the result, to ensure results that meet the needs.
Trusting your Doctor means entrusting him with your health, credibility should be the most important negotiating tool in the possession of the dentist. On the contrary, inaccuracy and omitted truths that give rise to false impressions and lead to underestimate or overestimate certain services by virtue of the acceptance of the final estimate (see low-cost chains) are not premature and do not create stable and lasting relationships (or even good word-of-mouth).
Data in hand: when confidence rhymes with revenue.
The relationship of trust is an emotional commitment between two people based on mutual respect, ethics, a positive feeling. The results of a negotiation based on trust promise greater revenues in the future. Feedback quantifiable with overwhelming numbers regarding both the number of patients who return and the propagation of the image of the study, becoming a sounding board, living marketing (it is a process in which the individual becomes a source of communication and promotion of the services and professionals who made them, but above all of the values. In this case it is natural and unconscious, the smile is the strong point of this “open-heart”, spontaneous marketing).
The Dentist is a very important and delicate profession, he is the one who supervises the ability to feed us properly, smile without shame, curator of our psychological and physical well-being.
And it is precisely trust that determines the choice of dentist.
Convert trust into income. How to ride the wave of trust to make yourself known?
The true value of reputation?
It is measured in confidence and credibility that influence the propensity of patients to go back to where they “were well”, where they were cared for and followed, where a good or a service they could appreciate the quality.
Reputation, credibility and confidence are verifiable and quantifiable, the results lead to feedback and propagation of the “name”. To ride the wave, if it is positive, you can assist with a good social marketing strategy by creating consensus thanks to its presentation on the Net, the Digital Engagement (hiring of possible patients through social platforms for example).
For this reason, it is essential to distance oneself from the background noise by setting up a communicative style that is understandable, stimulating, curious, that guarantees the quality that stands out and continues to propagate the values and transparency and above all the closeness to the patient, the one that is so difficult to perceive in the chains where people feel like customers in line for the purchase of a product.
BioService and Matrix, in this sense, can help the Professionals in the admirable management of the professional potential of their dental office.

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Patient’s expectations
patient expectations blog bioservice matrix

Let’s go in the patient’s shoes… do they go wide or narrow?
Each company is committed to managing its work by focusing on the needs of its customers, in the same way the dentist must have at heart the expectations and needs of its patients.
We want to find answers to these seemingly trivial questions:
What do patients expect? Why should a patient choose a professional over another? What are the variables that determine preference?
We asked a sample of people with different ages, interests, needs, habits, jobs and lives directly to answer these simple questions regarding the choice of the dental office. The choices come from well-defined parameters. It will be interesting to compare the patient’s expectations with those of the Doctor by comparing them with the results of the survey. Specifically, the survey was conducted on a sample of 150 individuals (Italy, September 2018, sample varied in terms of age, average user from the economic point of view) involving all age groups: children under 12, children under 20, people under 45, over 45 and middle-aged over 65. The questions, being open-ended, required interpretation in order to manage the final data in calculable percentages.
In general, this type of trend and preference emerged:
Care for the environment and hospitality
With a percentage of 90%, respondents expressed this basic need. The children have underlined the need to enter dental surgeries as little as possible aseptic, with dedicated areas and smiling staff. In order to avoid the white hospital gown, colours would be fundamental in order to brighten up the context, making it “less medical and more playful”. On the other hand, the rest of the interviewees, also raising the age range, show the same need that is to be welcomed in an environment that is able to infuse as much as possible serenity, familiarity and positivity through colours, furnishings, cleanliness and corners recreation / recreation.
360° information
With a percentage of 85%, the request for information is overwhelming. The remaining percentage includes almost exclusively the “under 12” bracket, which is directed by close relatives for the choice of the attending physician and which trusts the information in the possession of their relatives. From the adolescent age group, gradually growing with the age of the interviewed, the desire is to have useful information about the study, treatment, types of interventions; first of all, patients admit to check the presence in the waiting room of the information material (transfer of valuable content) and then ask the team itself the ability to communicate and give explanations and comprehensive guidance. Information on site and online through an updated and functional website where you can find most of the information. The demand for modernity and avant-garde involves all age groups.
Clarity on estimates and costs
Most of the respondents (65%) are convinced that the cost is a relative problem for the pockets, also considers fundamental the explanation of the various items that make up the estimate explained from the point of view of the treatment even before the price. The widespread need is to find the right professionals who know how to recommend the best intervention, in the time and number of essential sessions (widespread fear is that of optional treatments that only inflate the fee). Patients also need to be able to defer payment, so as to embrace full treatments divided into several steps with payment in instalments.
Comfort
Excluding the children who have strictly highlighted the playful part of the pre-visit, the rest of the respondents (70%) said that the choice of dentist also depends and above all on this type of factor that embraces both the willingness to fix the visits, check-ups, interventions in days near the call or in accordance with the needs of the patient and the convenience of the location of the office; the proximity to free parking, to service centres, to quiet areas that are easy to reach and leave without further costs in economic terms and in terms of time in the event of reaching areas with limited or congested traffic.
What others think
Almost all the interviewees showed that the choice of the dentist is determined by the word-of-mouth factor (90%), coming from the opinions of friends and acquaintances (judgement taken into consideration) as well as from the web in which they pull up the reviews left by patients (monitoring especially by young people under 45). It would be appropriate for the dentist to have a clear idea about the widespread idea of his practice, especially the online reputation that spreads in a viral way. Thanks to the virtual presence (social, website, familiarity with various platforms) the doctor will be able to monitor and act on his image to improve and propagate it (by advertising). And this is how the patient himself requires the presence of the dentist on the web to be able to quickly compare his profile with that of other colleagues and draw his own (partial) conclusions.
The statistics have shown that those interested want to be informed and comfortable.

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From diagnosis to treatment of oral cavity lesions in dental practice
education therapies lesions oral cavity clinical bioservice matrix

From diagnosis to treatment of oral cavity lesions in dental practice

In daily practice, dentistry increasingly finds itself having to deal with clinical situations that require specific knowledge to enable targeted, rapid and effective diagnosis and treatment in order to achieve predictable results.10
The Complex Operative Unit of Dental Surgery of the Umberto I George Eastman Polyclinic, directed by Dr. Francesco Riva, assisted by his collaborators Dr. Domenico Gaglioti and Dr. Riccardo Bosco, is certainly a point of reference, not only for Lazio, in the diagnosis and treatment of particularly complex diseases.
The aim of the course is to provide participants with a clear and exhaustive picture, through the presentation of the clinical cases treated, which allows a rapid and precise diagnosis, positively finalizing the therapies through clear and coded operational protocols.
Speakers:
– Dr. Francesco Riva – Director Un. Op. Compl. Surgery Dentistry Policlinico Umberto I
“Diagnosis and therapy of mucous and bony lesions of the oral cavity”
– Dr. Domenico Gaglioti – resp. Un. Op. Semplice di Chirurgia delle lesioni del cavo orale – Policl. Umberto I
“Maxillary osteonecrosis: the role of bisphosphonates and new drugs. Pharmacological and surgical protocols in the patient undergoing treatment and with osteonecrosis”.
– Dr. Riccardo Bosco – freelancer – Biomatch-Oral Scientific Manager
“Surgical protocols in patients with congenital and acquired coagulopathies.”
– Dr.ssa Valeria De Padua – freelance
“The hemophiliac patient in dental practice”
The course will be held in Formello – Rome on 28 January 2017 at Studio Bosco (Formello – Rome).

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