The HotDoc Dental Patient Journey

An exceptional dental patient experience means more than just a great consultation with a dentist. From finding your practice, to booking, checking in, paying and arranging follow up appointments, your patients expect a modern, smooth and convenient process from start to finish.

 

Here’s an example of a typical dental patient journey and how HotDoc helps your dental practice deliver an exceptional experience at seven key stages:

  1. Finding a dentist
  2. Booking an appointment
  3. Registering as a new patient
  4. Receiving a reminder
  5. Checking in
  6. Making payment
  7. Ongoing appointments

Let’s get started.

1. Finding a dentist

HotDoc Reviews helps dental practices get more bookings by helping them show up first on Google in local search results (the results that show up next to a map in Google when you are searching for a physical address to visit). Whether your practice appears here or not, and the order it appears in, is decided by one thing—how many high star Google reviews you have. The more high star Google reviews you have, the higher you rank in local search and the more new patients you get.

 

This is how HotDoc Reviews works, we encourage more of your patients to review your practice on Google by sending them a non-intrusive SMS after the appointment. Patients can choose to review your practice if they want to, or they can ignore the request.

2. Booking an appointment

HotDoc Online Bookings reduces inbound calls for your practice while improving the patient experience by giving people the choice to book how they want to book. With one in two Australians preferring to book online, it’s a big plus to let patients book when and where they want, and without having to wait on hold.

 

Payments allows your practice to take credit card details from the patient during the booking process as a way to reduce no-shows. Even though the patient’s card isn’t charged until after they’ve finished their appointment, the act of entering their card details is often enough to make sure they turn up.

3. Registering as a new patient

As well as keeping patients on time, HotDoc Forms saves your dental practice the hassle of handing out paper forms to new patients. This reduces the need for handling physical items and eliminates the task of transcribing written forms—saving your reception team time, reducing frustration and minimising data errors.

4. Receiving a reminder

HotDoc Reminders is an automated two-way reminder system your dental practice can use to reduce costly did-not-attends, while improving the patient experience. Patients can confirm their appointments and also cancel and reschedule without needing to call your practice. In our Dental Patient Survey we found that 91% of Australians want to receive appointment reminders.

HotDoc Inform helps practices educate patients on additional services available at your practice. Promotions for products/services (e.g. Invisalign) can be displayed after a booking is made, an appointment is confirmed, or digital check-in is completed. Patients can book appointments directly from the promotion.

 

The educational ads are displayed not to pester patients, but rather to provide them with an avenue to learn more products and services without feeling pressure.

 

How do we know these promotions don’t pester patients? Because we asked them ourselves in our latest Dental Patient Survey. Inform is Australians’ most popular way to learn about other services offered at their dental practice.

5. Checking in

HotDoc Check-In allows practices to improve the experience they offer patients by letting them check in the way they want to. The added bonus is that mobile check-in prevents crowding at your front desk and makes patients feel less rushed when talking to your receptionists.

 

There’s also a ‘place in queue’ feature which shows patients how many other patients are in front of them. We developed this feature to reduce the frustration patients feel by unknown wait times.

 

If you’re still on the fence about how Check-In can improve the patient experience, consider the results when we asked Australians if they would prefer digital check-in over in-person check-in45% of Australians say they prefer digital check-in.

6. Making payment

HotDoc Payments makes it easy for your dental practice to take payments from patients while reducing do-not-attends (by taking payment prior to the appointment).

7. Ongoing appointments

HotDoc Recalls allows your practice to automatically recall patients for follow up appointments and scheduled alerts.


HotDoc Broadcast is for more proactive dental practices who want to communicate with patients through SMS blasts. Practices can choose the patients they want to target and the message they want to send. For instance, dental practices can use Broadcast to promote additional services or to communicate big business changes such as a change of address or changes to your opening hours.

FREE: Dental Patient Survey 2021

Discover how Australians prefer to find, book and pay for a dentist, so you can deliver the experience your patients expect and deserve.

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