Tag: CX

Organizational Culture and its Relationship to the Patient Experience

By: Trude Henderson   John McLaughlin defines the phrase organizational culture thus: A system of shared assumptions, values, and beliefs that govern how people behave and make sense of their environment.  These shared values have a strong influence on the people in an organization, often dictating how they dress, act, and perform their jobs. Every organization develops and maintains a unique culture, which provides guidelines and boundaries for the behavior of the members of the organization.  The dental office environment…

Steven Klinghoffer’s “The Millennial Effect” Addresses a Major Challenge to Dental Practitioners

An article in last May’s issue of Dental Magazine, “The Millennial Effect,” by Steven Klinghoffer, poses the difficulties pediatric dental practitioners face in winning and retaining millennials, the racially diverse generation comprising those who reached the age of 18 to 34 in 2015. The key points: First, Klinghoffer points out that millennials have high expectations.  With access to a surfeit of information, they tend to be well-aware of a wide range of options and to be very selective about the practice…

CX Interview – Dr. Vadi Vojdani, Island Dental (Part 1 of 2)

(In the first of two installments: iDENTIfy is honored to feature Ben Motteram’s interview with Dr. Vadi Vojdani. Part 2 of 2 will be published tomorrow 6/7) Dr Vadi Vojdani is the Practice Principal at Island Dental, a premier practice in Adelaide, South Australia with a focus on comprehensive care, and both general as well as cosmetic dentistry. Vadi has been practising dentistry for 17 years and continues to learn about new ways that she can deliver more to her…