The Patient Experience
At Arheus, the patient experience begins long before anyone sits in the dental chair.
From the very first phone call or enquiry, we want patients to feel welcomed, respected and listened to. Many people come to a dentist carrying previous experiences, anxieties or uncertainties, and we think it’s important that they feel comfortable from the very beginning.
Here, Dr Kate explains why every touchpoint matters.
One of the things I have learned throughout my career is that patients are not just looking for treatment; they are looking for understanding. They want to know what is happening, why it is happening and what their options are. I believe that taking the time to listen is just as important as any clinical procedure we perform.
At Arheus, I want appointments to feel unhurried. I want patients to feel that they have the time and space to ask questions, discuss concerns and fully understand their treatment choices. Dentistry should never feel like something that is being done to a patient. It should be a collaborative process where decisions are made together.
If there is one moment that matters most to me, it is the point when a patient truly understands their situation and feels empowered to make informed decisions about their oral health. You can often see the change in their expression. Anxiety is replaced by clarity, and uncertainty is replaced by confidence. Those moments are incredibly rewarding.
“Anxiety is replaced by clarity, and uncertainty is replaced by confidence. Those moments are incredibly rewarding.”
Of course, I want patients to leave with excellent clinical outcomes, but more importantly, I want them to leave feeling reassured. I want them to feel cared for, informed and confident that they are in safe hands.
The greatest compliment I can receive is not necessarily that a patient loves the result, although that is always wonderful to hear. It is when a patient tells me they felt listened to, that they felt comfortable, or that they no longer feel anxious about visiting the dentist.
And if a patient ever says they actually look forward to coming back, I would consider that a huge success.
Dentistry has traditionally been associated with fear and uncertainty for many people. If Arheus can become a place where patients feel calm, understood and genuinely cared for, then we will have achieved something very special.
Ultimately, I want every patient to leave feeling better than when they arrived, not only because of the treatment they received, but because they felt valued as a person throughout the entire experience.
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