On Track with Kathleen
Your monthly reset button for professional growth and personal well-being.
As dental hygienists, we spend much of our time focusing on clinical care—the precision of instrumentation, the accuracy of documentation, and the science behind every recommendation. Yet from your patient’s perspective, their experience extends far beyond the chair.
When we look through their eyes, we begin to see the entire journey—the before, during, and after experience that shapes how they feel about your care and whether they’ll return, refer, and remain loyal.
Why the patient experience matters
A great clinical outcome is only part of the story. What patients remember most is how they felt:
- Did they feel welcomed?
- Did they feel heard?
- Did they feel supported beyond the appointment?
Every touchpoint contributes to trust, comfort, and long-term relationships.
Walking in their shoes
Let’s break it down into three stages:
1. Before the appointment
The experience begins long before the first handshake: your online presence, the tone of a phone call, how reminders are sent, even the feeling they get when walking through your door.
2. During the appointment
Once in the chair, patients are assessing both your technical skill and your connection. Clear communication, empathy, and small gestures of personalization and comfort make a big difference.
3. After the appointment
Follow-up is where loyalty is built. Patients appreciate thoughtful touches—whether that’s a check-in email, educational resources, or simply feeling remembered.
Reflect and reset
Take a moment to step back:
- How would your patients describe their journey before, during, and after a visit?
- Which stage could you enhance to elevate their overall experience?
The patient experience isn’t just what happens in the operatory—it’s the story they carry with them afterward.
The practices that thrive are the ones that see their care through their patients’ eyes.
Want to put this idea into practice? Download the free Patient Experience Reflection Worksheet 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.