CDA 2025 day 3 recap: creating exceptional patient experiences

That’s a wrap on CDA 2025. We spent the final day exploring the rest of the expo, networking, and testing new tools for our clients - everything from HR platforms to AI-powered front desk systems and online booking tools.

But the biggest highlight? Course 315: Creating the Exceptional Patient Experience with @drloritrost.

Here are the key takeaways every dental team should hear.

Confident communication matters 📞

• Scripting works. It boosts appointment conversions and builds trust from the first call
• Be clear and repeat next steps both visually and verbally (ideally three times). Never leave patients guessing

Create a memorable experience 🌟

• 70 percent of patients stay because of how the team makes them feel
• 30 percent leave due to poor service
• Emotional value drives loyalty. Use words like “care” and “experience” instead of “treatment”

Team and culture are everything 👥

• Hire for attitude, train for skill. Some of the best team members were once patients
• Use morning huddles to plan for high-demand or anxious patients
• Daily rituals matter. Greet warmly, anticipate needs, and say goodbye with care

Design for the senses 🏥

• Your space should engage all five senses. Smell in particular. Avoid that classic dental scent
• Remove loupes and masks when possible to connect better with patients
• A light touch during interaction helps create comfort

Loyalty and retention aren’t accidental 💬

• Patients leave because of long wait times, poor communication, or unfriendly staff
• A 4-star reviewer is six times more likely to leave than a 5-star one
• Ask questions like “How was your visit?” and “What stood out?” and actually use the feedback