On Track with Kathleen
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As dental hygienists, we often think of the appointment as starting when our patient sits in the chair. But from your patient’s perspective, their journey begins much earlier. The before experience—everything that happens leading up to the appointment—sets the tone for how they will feel about the care you provide.
First impressions matter
A patient’s first impression may not be face-to-face at all. It could be:
- The clarity (or confusion) of your website.
- The warmth in a phone conversation.
- The ease of scheduling the appointment.
- The tone of a reminder email or text.
Each of these touchpoints either builds trust or creates uncertainty before they even walk through your door.
The welcome begins before hello
Think about what patients encounter when they arrive:
- Is parking simple and stress-free?
- If there’s construction nearby, do you let them know to allow extra time?
- If your clinic isn’t in a stand-alone building, could you send a photo with a marker showing exactly where to find you?
- Could you send them a video of your practice if it’s the first visit and give them a little tour?
I recently visited my friend Luminita’s dental hygiene clinic in Kitchener, and she texted me a picture with an arrow pointing to her second-floor suite. When I arrived, I immediately recognized the parking lot and knew exactly which door to enter—so simple, yet it completely removed any potential stress.
I realized this myself before hosting our first Meet Me at the Lake: Dental Hygiene Breakthrough Blueprint retreat this summer. I had sent cottage photos to the practice owner so she’d know what to expect, but not to the rest of the team. When we discussed it during our strategy workshop, they all said they would have loved to receive those photos too—it would have helped them feel more comfortable and familiar before arriving.
Since it was our very first retreat on the lake, we all sat together and reflected on the experience. That simple feedback reminded me how even the smallest details, like sharing photos in advance, can reduce uncertainty and create a warm, welcoming start.
Other details to consider:
- Does the reception area feel calm and welcoming?
- Is the greeting at the front desk warm and personal?
- For new patients, are you addressing them by name (e.g., “You must be Mrs. Jones—it’s so nice to meet you”)?
These small details add up. They tell your patients: We see you, we care about you, and you’re in good hands.
Reflect on your before experience
Take a step back and ask yourself:
- What do patients see, hear, or feel before they sit in your chair?
- Which first impression moments could you enhance to make them feel more at ease?
The before experience is your chance to set the stage for trust. When patients feel welcomed and reassured before the appointment even begins, they are far more open to building a lasting relationship with you.
Want to put this idea into practice? Download the free Before Experience Checklist at www.rdhu.ca/oralhygiene
About the author
Kathleen is the founder and president of rdhu, a leading professional development company dedicated to transforming the dental hygiene experience. With a passion for lifelong learning, she provides innovative hands-on programs, online education, and team events that empower dental hygienists to elevate their clinical practice. Kathleen is also a strong advocate for integrating research into everyday hygiene care, inspiring clinicians to embrace continuous growth. Learn more at rdhu.ca.