The Power of Patient Experience

The Power of Patient Experience: The Contactless Revolution

With the ongoing pandemic, contactless technology has increasingly become a significant and accepted part of daily life. 

From facial recognition to open your mobile, to tap-and-go contactless payments every time you shop, ‘contactless’ has become the watchword for swift, seamless and socially-distanced interaction.

contactless patient experience


COVID-19 has accelerated the adoption of contactless know-how, with mainstream dental practices and patients coming to appreciate its speed and efficiency, as well as its contribution to keeping staff and the general public safe.

A fundamental part of this process is what has become known as the ‘contactless patient journey’, a theoretical and practical concept that has helped to minimise cross-infection, restore confidence and positively enhance the patient experience (PX).

What’s changing?

The traditional reliance on face-to-face communication within the practice setting is changing rapidly, and practices are fast learning that they must also adapt in order to benefit and stay ahead of the competition.

The technology to deliver a seamless patient journey already exists; with automated recalls, online booking, remote form filling and self-check-in accessible via dental software. The willingness to embrace this technology is now also apparent, as patients have come to expect a fast, streamlined service, with minimum face-to-face contact.

How digital are your patient communications?

A recent survey found that 60%* of patients expressed a desire to complete forms electronically at home. This streamlined, contactless process is making a return to pen and paper forms obsolete. Forms are sent to a patient’s mobile prior to their appointment prompting them to update their information and consents. The completed forms are then sent directly and securely straight into the patient’s file in your dental software. Self-check-in, already widely used in places such as airports and stations, has also come into its own as a way of minimising face-to-face contact within the practice.

Contactless departures

Post-treatment, a fast exit is desirable, enabling patient flow to be effectively managed.

The right dental software can offer a range of automated systems to make it easy for reception staff to quickly book future appointments, ensuring patient contact details are up-to-date and offer a range of quick and easy-to-use payment options. Setting up Buy-Now-Pay-Later payment options can also reduce the time spent at reception at the end of an appointment.

exact 2

The new normal?

The contactless revolution is already upon us and if the technology to help transform the PX is not yet integrated into your practice workflow, it’s important to know what’s out there and how it can help you.

Meeting the growing expectations of increasingly sophisticated, experience-led consumers is something every practice needs to embrace, both to retain existing patients and attract new ones.

The future of dentistry is no longer only about routine care, it’s also about delivering a first-class patient experience. The technology required to deliver this is already here, along with the expert help and advice to integrate the systems that can transform the future of your practice.

EXACT dental software offers a range of add on tools that can help you set up a more contactless customer experience.

* Source: Software of Excellence. The Great Dental Survey. December 2020

Set your dental practice up for success