Practice success is defined across the four ‘dimensions’ of oral health, patient satisfaction, job satisfaction and financial profit. It is suggested that the ‘secret’ of success in dental practice is to make patient (customer) satisfaction the primary focus. Not a very earth shattering or surprising ‘secret’ perhaps! This is hardly a new idea, and not a concept restricted to dental practice. This principle applies to all businesses. This series of articles reviews evidence from across a broad spectrum of publications: from populist business publications through to refereed scientific papers, this ‘secret’ seems to be confirmed. The evidence for which aspects of our service are most important in achieving patient satisfaction (and therefore success) is explored.
Clinical Relevance: Good oral health outcomes for patients are defined as the primary purpose of dental practice and, therefore, an essential dimension of success. The link between positive patient perceptions of general care and their own oral health to practice success is explored.
Article
The ‘secret’ of success in dental practice is to make patient satisfaction the primary focus. Not a very earth shattering or surprising ‘secret’ perhaps! It is hardly a new idea! Newsome, for example, makes the same point eloquently in his publication The Patient Centred Dental Practice.1 As we progress through this series, we will revisit some of the evidence presented by Newsome and further literature confirming this ‘secret’. Additionally, we will explore the evidence for the aspects of our service which are most important in achieving patient satisfaction, and therefore success.
This first article will consider the meaning of success and the importance of financial profit to our success.
The Concise Oxford Dictionary defines success as:
‘Favourable outcome, accomplishment of what was aimed at’.
‘The continuous accomplishment of planned objectives which are worthwhile’.
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