IT IS EQUALLY VITAL TO RECOGNISE THAT ENSURING EXCEPTIONAL PATIENT EXPERIENCES GOES BEYOND ADVANCED TOOLS ALONE .
U N D E R T H E M I C R O S C O P E
ANGELO MAURA
GENERAL MANAGER , ALIGN TECHNOLOGY , MIDDLE EAST
We speak to Angelo Maura , General Manager of Align Technology , Middle East , about the pivotal role the patient plays in building a successful orthodontic practice . Discover insights into leveraging positive experiences for growth in the competitive landscape . i
In today ' s healthcare landscape , what is the potential impact of customer experience on a business ?
In today ’ s interconnected world , customer experience holds the potential to make or break a business . According to a study cited in a Harvard Business Review article , an astonishing 98 % of customers consider the opinions of others before purchasing goods or services .
Additionally , research by ReviewTrackers revealed that 94 % of consumers have avoided a business due to negative reviews .
If potential customers are so discerning about consumer goods in general , they are likely to have even higher expectations when selecting professionals to perform medical procedures .
IT IS EQUALLY VITAL TO RECOGNISE THAT ENSURING EXCEPTIONAL PATIENT EXPERIENCES GOES BEYOND ADVANCED TOOLS ALONE .
Hence , these figures should be of utmost importance to the Middle East ' s orthodontic community , particularly in the United Arab Emirates where this year ' s UAE International Dental Conference and Arab Dental Exhibition ( AEEDC Dubai 2023 ) witnessed record deals exceeding $ 4.7 billion .
Positive patient experiences play a central role in maximising customer retention and referrals among
orthodontists . In countries like the UAE , where the dental devices market is poised to achieve a compound annual growth rate ( CAGR ) of 7.5 % during the 2018 – 2028 period , elevated levels of patient satisfaction can aid practices in setting themselves apart from competitors and expanding their businesses over the long term .
The question at hand is : what factors are most crucial for the patient experience ?
What did the 2021 research conducted by Align Technology reveal regarding patient preferences and digital communication in orthodontic treatment following the COVID-19 pandemic in the UAE and KSA ?
As per the 2021 research by Align Technology that delved into patient sentiments surrounding orthodontic treatment in the wake of the COVID-19 pandemic , a substantial 78 % of respondents from both the UAE and KSA expressed a preference for online communication with their dental consultants .
This formerly uncommon mode of communication introduced an entirely new level of flexibility into the patient experience . With over three-quarters of respondents affirming their willingness to utilise digital engagement tools , dental practitioners now possess an opportunity to reevaluate their practices and explore the integration of additional digital technology and tools . This integration aims to enhance doctor-patient communication and office efficiency while upholding the highest standards of care .
While in-person examinations and visits remain irreplaceable at pivotal stages of treatment , and nothing can replicate the personal touch of a dentist or orthodontist , digital tools
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