Clinic Manager to a Patient Experience Consultant ‘My Journey”
Author: Emma Louise Pym (Client Relationship Manager & Consultant)

Having been a Clinic Manager at a prestige Dental Clinic here in the UAE for the last 3 years and now starting my journey of becoming a Patient Experience Consultant, I have come to realize the mistakes and weaknesses that I made and had during my time as a Clinic Manager.

I focused all of my energy and knowledge on completing daily and monthly tasks with auditing, scheduling and policies instead of focusing on the most important factor the ‘Patient Experience’ I think it is fair to say that many Clinic Manager’s also focus on the same thing. If you are a Clinic Manager can you ask yourself what your daily routine involves? And where does the Patient Experience fall into this list?

I now understand the true importance of not only a Clinic Manager but also the entire team including Clinicians, Nurses, Receptionists and Treatment Coordinators, and how the main focus should be on creating an excellent Patient Experience for every patient, and not on completing daily reports etc. Don’t get me wrong our daily reports and long list of tasks to complete, are important, however it is our responsibility to manage a successful clinic and this comes from creating an EXCELLENT Patient Experience.

I have also realized other areas where I had made mistakes, for example as a Clinic Manager I purely focused on trying to get new patients, and completely lost sight of trying to improve our current patient loyalty amongst our many existing patients.

Now I am very excited to continue learning and helping Clinic Manager’s & Clinic Owner’s to understand how important focusing on the Patient Experience is, and how focusing on this will really help to increase Treatment Conversions & Patient Loyalty which all leads back to the bottom line and wanting our Clinic to be a success!