DifferentKind helps dental groups understand how to maximize the power of patients’ voices in building loyalty, gaining trust, and becoming the best dental practice possible.
This short guide is designed to highlight how a patient experiences the DifferentKind data collection process:
Some important points about how we conduct our surveys:
Below are the categories in which we collect data:
Patient-Reported Experience
| Category |
|---|
| Empathy |
| Active Listening |
| Shared Decision Making |
| Ease of Access |
| Price Transparency |
| Value |
| Privacy |
| Clinical Skill |
| Office Environment |
| Wait time |
| Patient consideration |
| After-Visit Management |
| Cultural Sensitivity |
| NPS |
Patient-Reported Outcome Questions*
| Category |
|---|
| Overall oral health |
| Function |
| Appearance |
| Pain |
In addition to the above, we always provide the option for the patient to provide narrative feedback, and offer the option for asking one custom question per practice at a time (see below for an office who had recently implemented a new billing system).
We tailor surveys for adults, children (parents), caregivers, families, and also can provide no context surveys when we don’t have any information about the patient. As an example, see survey questions for caregivers here in English, Spanish, Simplified Chinese, and Vietnamese.
Research shows that patients prefer to be contacted 2-72 hours after a visit to provide feedback. In dental settings, where a patient may still be numb for several hours after leaving the dental office, the early end of this range could still see patients “experiencing a procedure.” We choose to contact patients the day after their visit, which allows them enough time to recover, but is still early enough to address any issues that may arise.