Patient expectations of their experience at the dentist have changed over the past few years, with more patients looking for a personalized approach, more integrated technology and being more educated about their dental health.
COVID-19 played a role in these evolving expectations, with some patients bringing a higher awareness of infection control and reluctance to spending on non-urgent dental treatments.
While many dentists have seen patients bring in new expectations and wants, that is not the case for every dental practice.
These nine dentists and DSO leaders recently connected with Becker's to share how they have seen patient expectations change over the past five years.
Note: Responses were lightly edited for clarity and length.
Question: In what ways have dental patient expectations changed and evolved over the past five years?
Thomas Allen, DDS. Dentist of Old Farm Dental (Millcreek, Utah): Over the past five years patients have become more educated and informed as to what they expect from us. Traditionally their concerns were: I need my teeth fixed, how much will it cost and will it hurt. Now they come into their appointments educated, informed and prepared about their possible treatment options and questions as to the pros and cons of these options while still of course concerned about cost and pain.
Mike Davis, DDS. Dentist of Smiles of Sante Fe (Albuquerque, N.M.): I honestly had not seen patient expectations change much over the past five years. The same percentage seems glued to "I only want what insurance covers." A similar contingent is unreliable to keep scheduled appointments. By the same token, a significant group is immensely pleased to find dental providers who treat patients with respect and caring.
Brian Hamilton. Chief Development Officer of Allied OMS (Southlake, Texas): Over the past five years, dental patient expectations have shifted toward more personalized, transparent and technology-driven care. Patients now seek clear, detailed communication about their treatment options, valuing providers who offer sophisticated, customized solutions rather than one-size-fits-all approaches.
Richard Huot, DDS. CEO of Beachside Dental Consultants (Vero Beach, Fla.): During and after COVID-19, patients experienced a heightened awareness of the common infection control techniques we use and they see in the office. Along with excellent customer service, being seen on time and fully explaining treatment in a consumer friendly way and in plain English, the patients are looking for a convenient way to pay for their treatment, whether it be credit cards, third party payment plans or methods like Venmo.
They also are more likely to seek second opinions if the proposed treatment is confusing them, so it is extremely important to make sure you answer all of their questions before they leave the office.
Geith Kallas, DDS. Dentist and CEO of Smile Makers Dental Center (Tyson's Corner, Va.): The past five years have marked a significant transformation in patient motivations for seeking dental care. The emphasis on looking good and staying healthy has become a primary driver, fueling the demand for preventive dentistry and cosmetic treatments. Procedures like teeth whitening, clear aligner therapy and other aesthetic enhancements have surged in popularity.
Today, maintaining optimal oral health and achieving a confident, attractive smile is a top priority for many patients, as they recognize its lifelong impact. A healthy, appealing smile has evolved into a societal expectation, shaping social interactions and even influencing job prospects. This trend underscores the growing awareness of the link between oral health, overall well-being and self-esteem.
As technology continues to reshape modern dentistry, patients who seek providers equipped with state-of-the-art advancements can feel confident in receiving top-tier care, accurate diagnoses, and a seamless treatment experience.
Andrew Mintz. CEO of The Smilist (Great Neck, N.Y.): Patients expect a more seamless, digital experience at every stage of their dental care journey. From online appointment scheduling and digital paperwork to automated reminders and virtual consultations, convenience is a top priority. Additionally, patients are more informed and proactive about their oral health, often researching treatments and providers online before making decisions. They expect clear, transparent communication about costs, treatment options and insurance coverage.
Joseph Oleske, DMD. Mentorship Director of The Smilist (Great Neck, N.Y.): While dentistry has evolved, human relationships remain basically the same. I recommend our dentists establish a strong relationship with patients. Listen to what patients say, and modify your treatments to fit their needs and expectations. Discuss the care you will deliver, then deliver the care that you discussed to the best of your ability. Let your patients see how you appreciate your staff. Train your staff to welcome each and every patient as they would a dear friend.
Michael Perpich, DDS. Dentist at Gentle Dental (Coon Rapids, Minn.): Dental exceptions have changed a lot in the past five years. Obviously the COVID-19 pandemic made some patients afraid to seek dental care. The unknown of how the virus was transmitted made the early days of the pandemic hard for both dental staff and patients. When patients did return they wanted treatment now and didn't want to come back [for further treatment]. The providers who were able to provide same day treatment excelled, those who couldn't struggled.
Sowmya Renuka, DDS. Dental Director of Jefferson Dental & Orthodontic (Dallas): Post COVID-19, and amid the current inflation changes, patients are more skeptical on spending on dental treatments. They want to attend to urgent clinical needs only. Some do not want to finance comprehensive dental work. Many patients do not have access to dental insurance anymore. They feel benefits do not cover major expenses.