How a Patient-Centric Approach Transforms Dental Practices

Dr. Ashley Lerman

In today’s competitive dental market, success is no longer just about clinical expertise or cutting-edge technology — it’s about building trust, relationships, and loyalty with your patients. A patient-centric approach to care is more than just a buzzword; it’s the key to long-term growth and sustainability in your practice. As someone who has balanced being a business owner, dentist, and mom, I’ve come to realize that meeting patients where they are, understanding their needs, and creating an exceptional experience is what sets truly successful practices apart.

This mindset has shaped not only how I interact with patients in clinical settings but also how I’ve approached building Firstgrin, my company focused on preventive oral care for families. Patient-centric care isn’t just a practice philosophy — it’s the foundation for meaningful change in oral health outcomes and a powerful differentiator in an increasingly crowded market.

WHAT IS PATIENT-CENTRIC CARE?

At its core, patient-centric care is about placing the patient’s needs, preferences, and experiences at the center of every decision you make. It’s about understanding their individual journeys and making them feel like partners in their own care, rather than passive recipients.

For dental practices, this means going beyond cleanings and procedures. It involves educating patients, addressing their fears, and providing them with tools to maintain good oral health at home. In essence, it’s about treating the whole person, not just the tooth.

But patient-centric care isn’t just good for patients — it’s great for business. Research shows that patients who feel heard, respected, and valued are more likely to return for regular visits, refer others, and adhere to treatment recommendations. In fact, one study published in the Journal of Patient Experience found that practices prioritizing patient satisfaction see higher retention rates and better overall outcomes.

Why It Matters Now More Than Ever

The shift toward patient-centric care isn’t optional anymore — it’s necessary. Today’s patients are savvy, with access to online reviews, social media, and a wealth of information about dental practices. They expect more than just clinical competence; they want to feel cared for and understood.

This shift is particularly critical for women entrepreneurs in dentistry. We bring unique strengths to the table, including empathy, communication, and the ability to build connections. These qualities are invaluable in creating patient-first experiences that resonate and foster loyalty. As a female dentist and business owner, I’ve seen firsthand how understanding and catering to the emotional and practical needs of patients can differentiate your practice from the competition.

For example, at Firstgrin, we’ve found success by focusing on preventive care and education for young families. Our oral care kits and resources are designed to help parents navigate their children’s dental health with confidence and ease. The feedback we’ve received has reinforced the value of providing resources that genuinely improve patients’ lives.

FIVE WAYS TO BUILD A PATIENT-CENTRIC PRACTICE

If you’re looking to adopt a patient-centric approach, here are five strategies to help transform your practice:

1. Make Communication a Priority

Good communication is the foundation of patient-centric care. Patients want to feel heard and understood, especially when they’re anxious or uncertain. Train your team to actively listen to patient concerns, ask open-ended questions, and explain procedures in a way that’s accessible and clear.

Additionally, consider how you communicate outside the office. Are you sending reminders in a way that feels personal and helpful? Are your emails or newsletters educational and engaging? By maintaining an ongoing dialogue with patients, you can build trust and keep them invested in their care.

2. Leverage Technology to Enhance the Patient Experience

Digital tools can play a significant role in making your practice more patient-centered. Online appointment scheduling, text reminders, and secure patient portals empower patients to manage their care on their own terms. These small conveniences make a big difference in how patients perceive your practice.

At Firstgrin, we developed a companion app that guides parents through preventive dental care milestones. The app isn’t just about functionality; it’s about making the process feel approachable and less intimidating. Technology, when used thoughtfully, can enhance how patients engage with their oral health and with your practice.

3. Personalize the Experience

Every patient is unique, and their care should reflect that. Take the time to get to know your patients, their preferences, and their concerns. This can be as simple as remembering their favorite toothpaste flavor or following up on a personal milestone they mentioned during their last visit.

Personalization also means tailoring treatment plans to align with patients’ goals and lifestyles. For example, if a patient has a busy schedule, offer evening appointments or propose phased treatment plans that are easier for them to manage. These small gestures show that you see your patients as individuals, not just names on a schedule.

4. Educate and Empower Patients

Patient education is a cornerstone of a successful patient-centric practice. When patients understand the “why” behind their care, they’re more likely to take an active role in maintaining their oral health. Use visual aids, apps, and simple explanations to demystify procedures and dental conditions.

One way to take education further is by focusing on prevention. For example, our Firstgrin kits and resources are designed to teach parents how to care for their children’s teeth from the very beginning, reducing the risk of future issues. Whether you’re teaching a parent about brushing for the first time or explaining periodontal disease to an older patient, education empowers them to make informed decisions about their care.

5. Create a Welcoming Environment

Patients form impressions the moment they walk into your office. A warm, welcoming environment sets the tone for the entire visit. Invest in small touches, like a comfortable waiting area, friendly front-desk staff, and thoughtful details that show you care.

Consider how you can make your office more inclusive, too. For example, provide resources in multiple languages, offer kid-friendly spaces, or train your staff to accommodate patients with disabilities. Creating a space where everyone feels valued and respected is the ultimate expression of patient-centric care.

MEASURING THE IMPACT OF PATIENT-CENTRIC CARE

One of the most rewarding aspects of implementing a patientfirst approach is seeing the tangible impact it has on your practice. You’ll notice more satisfied patients, higher retention rates, and increased word-of-mouth referrals. But beyond the numbers, you’ll see the difference in the relationships you build.

Patients who feel valued will trust you not just with their oral health but with the health of their families and friends. They’ll become advocates for your practice, spreading the word about the exceptional care they’ve received. And that kind of loyalty is priceless.

Leading With Purpose

As dental professionals, we have the unique opportunity to make a lasting impact on our patients’ lives. By embracing a patient-centric approach, we can go beyond treating teeth and start transforming lives. For women entrepreneurs in dentistry, this approach allows us to lean into our strengths — empathy, connection, and community-building — to create practices that stand out.

Whether you’re just starting your journey or looking for ways to grow your practice, putting patients first is the best investment you can make. It’s a philosophy that has guided me as a dentist and as a founder, and I truly believe it’s the future of our industry. When you prioritize the needs, preferences, and experiences of your patients, you’re not just building a successful practice — you’re building a legacy of care.

Dr. Ashley Lerman is a board-certified pediatric dentist, mom, and a Diplomate of the American Board of Pediatric Dentistry. She completed her education at Columbia University College of Dental Medicine, distinguished as one of only four U.S. dental schools that integrate dental and medical curricula. Her specialty in pediatrics and special needs dentistry was completed at Columbia-University New York Presbyterian, affiliated with Morgan Stanley Children’s Hospital. Driven by a desire to enhance oral health and access to preventive education and information, particularly for pregnant women and kids, she founded Firstgrin. This initiative distributes oral care kits via OBGYNs, pediatricians, and other dental professionals and offers an educational app for parents, promoting early and effective oral health habits, as well as connecting to providers. An active member of the American Academy of Pediatric Dentistry and the American Dental Association, Dr. Lerman is committed to ensuring lasting oral and dental health for families and their children.

Dr. Ashley Lerman is a board-certified pediatric dentist, mom, and a Diplomate of the American Board of Pediatric Dentistry. She completed her education at Columbia University College of Dental Medicine, distinguished as one of only four U.S. dental schools that integrate dental and medical curricula. Her specialty in pediatrics and special needs dentistry was completed at Columbia-University New York Presbyterian, affiliated with Morgan Stanley Children’s Hospital. Driven by a desire to enhance oral health and access to preventive education and information, particularly for pregnant women and kids, she founded Firstgrin. This initiative distributes oral care kits via OBGYNs, pediatricians, and other dental professionals and offers an educational app for parents, promoting early and effective oral health habits, as well as connecting to providers. An active member of the American Academy of Pediatric Dentistry and the American Dental Association, Dr. Lerman is committed to ensuring lasting oral and dental health for families and their children.