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Exploring Customer Journeys in the Context of Dentistry: A Case Study
1Whittington Health NHS Trust, Hillingdon Community Dental Service, Uxbridge Dental Centre, 1 Redford Way, Uxbridge UB8 1SZ, UK.
Dentistry Journal
|March 28, 2023
Summary
This case study explores applying customer journey concepts to special care dentistry. Integrating digitalization and omnichannel marketing can enhance patient-centricity and optimize dental patient experiences.
Area of Science:
- Healthcare Management
- Marketing in Healthcare
- Patient Experience
Background:
- Traditional marketing approaches in dentistry may not fully optimize patient-centricity.
- The increasing digitalization of patient technology and competitive landscape necessitates adaptive strategies.
- Special care dentistry presents unique challenges and opportunities for patient journey mapping.
Purpose of the Study:
- To explore the application of customer journey concepts within a hypothetical special care dentistry scenario.
- To inform dental and allied professionals on embedding customer journey principles for improved patient-centricity.
- To identify areas of friction in the patient journey and propose solutions.
Main Methods:
- Conceptual analysis of a hypothetical patient journey in special care dentistry.
- Utilizing a customer persona and contemporary decision-making models.
- Developing a customer journey map to visualize patient-business interactions across various stages.
Main Results:
- Analysis revealed significant areas of friction within the patient journey.
- Traditional marketing approaches may be insufficient in the evolving digital landscape.
- Digitalization and omnichannel marketing present opportunities for improvement.
Conclusions:
- Implementing digitalization and omnichannel marketing can significantly enhance the patient journey in dentistry.
- Dental organizations must adapt traditional marketing with innovative, cost-effective digital strategies.
- Upholding ethical standards and duty of care remains paramount in all dental practices.
Keywords:
advertisingconsumer behaviourdental practice managementdentistrydigital technologyhealth behaviourmarketing of health servicespatient carepatientsMore Related Videos
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