Dental Associates Presents at Press Ganey National Client Conference
As consumers and industries change, organizations must adapt to meet the demands of the marketplace. Our success at Dental Associates is driven by providing patients superior care, and evolving to meet their changing needs. The 2016 Press Ganey National Client Conference For the second consecutive year, I have been invited to speak at Press Ganey’s National Client Conference. Press Ganey is the recognized leader in patient satisfaction in health care and is used by many of the nation’s top health care organizations. We’re honored to share our knowledge about patient satisfaction alongside prominent groups such as Mayo Clinic and Cleveland Clinic, and will benefit from this opportunity to learn from leaders in the health care industry. In our session this year, titled “Using Our Patients’ Voice: Restructuring Our Practice Model to Improve the Patient Experience,” my colleague Christina Villarreal, Patient Experience Specialist, and I will dig deeper into the process we’ve gone through to assure our patients’ expectations are being met by better educating staff on our patients’ wants and needs. Our session takes place on Wednesday, November 2 at 4 p.m. We’re honored to present at this highly-regarded conference and look forward to sharing our successes with other leaders in the health care industry. Dental Associates’ Journey to Constantly Improve Patient Care Since our first clinic opened in 1974, Dental Associates has continued to improve its care delivery model using the patients’ comments as a guide. We were built on the idea of family: our founder, Dr. John Gonis, wanted to make his first clinic a family-friendly experience, and today Dr. Tom Manos, his nephew, continues that vision since he took over the company as owner eight years ago. Over the past ten years, we’ve made significant changes to our business model. We are no longer a Dental Health Maintenance Organization (DHMO), a model where patients see a different dentist at each visit. Now we have established a dental practice within a practice where the patients see the same dentist, hygienist, assistant, and patient care coordinators at each visit. This change in was driven by our patients’ feedback, and in the end, it helps our patients to have the most personalized, coordinated care possible. Our mission was to listen to the patients’ voice and we did this by engaging Press Ganey patient surveys where are patients are able to rate our care and provide comments on how we doing and how we can improve. To effectively monitor the patient experience, we created a Patient Experience Specialist to our team. Christina Villarreal’s responsibility is to read patients’ comments and implement improvements to the patient experience. In her role, Christina trains our clinical and management teams to be more responsive in addressing the patients’ expectations. This has resulted in more of our doctors receiving higher ratings and higher mean scores from patients. You can learn more about our dentist reviews on our website. We will continue to make changes with one thing in mind: what is best for our patients. We know that our patients want to be treated with respect and receive the most caring, personalized dental care possible, so we vow to actively listen to their feedback and adjust accordingly.
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