Overall Experience: Elevating the Patient Encounter
Branding in the health care industry should prioritize communicating empathy and care through every touchpoint.
Enhancing the patient’s experience in 5 easy steps
I still remember my first office—white walls, fluorescent lights, and a faint smell of antiseptic. I thought, “There has to be a better way.” As a health care professional in Los Angeles, California, I know how an inviting, personality-driven environment can transform a patient’s overall experience.
The sterile settings we typically associate with health care might make sense from a functional standpoint, but they often miss the mark when considering the patient’s point of view.
Although our clinical excellence is vital, we must allow the people who walk into our space to feel the warmth and personality of our practice. The real power of branding is in the emotions you evoke in your patients. Some of the important observations I’ve made about practices include the following:
An office designed to delight inspires people to talk. Medical anxiety is real, with nearly 50% of adults feeling nervous about scheduling an appointment or visiting a medical practice.1 When a patient has a positive experience, they will likely share this with others, which can turn into referrals.
When you invest in a unique brand identity, you give patients something to remember, turning everyday appointments into positive, shareable experiences. In addition, if patients travel hours just to reach your office, you know you’re doing something right.
Branding in the health care industry should prioritize communicating empathy and care through every touchpoint. We still aim for clinical excellence. But our environment sets a tone that says, “We understand you might be anxious, and we’ve gone the extra mile to help you feel at ease.”
Kemia Zeinali, DMD, MBA, discovered her passion for dentistry while volunteering at free clinics in college, where she saw firsthand the profound impact quality care can have on underserved communities. In 2023, she founded Dreamhouse Dental, which values each patient’s well-being and fosters a positive health care experience.
Access the full article at https://bit.ly/43tqyRK
