Equipment & Technology Orthodontic Catalog - 2021/2022 - 6

CUSTOMIZED PRACTICE SOLUTIONS
Patient- and Parent-Centered Design in
Pediatric and Orthodontic Practices
By: Henry Schein Integrated Design Studio's Jennifer Rhode,
Sr. Manager of Design, and Robyn Connors, Designer,
with Henry Schein Equipment Sales Specialist Ben Oliver
Delivering an exceptional patient experience is a key factor
in differentiating one practice from another. As the dentist
is often the practice owner, he or she must wear the hat of
a salesperson to draw in and retain patients. In orthodontic
and pediatric practices, the practice must consider the
needs of both the patient and the parent or caretaker.
Through the concept of human-centered design, we can
achieve a design that balances the need of both the staff,
patients receiving care, and accompanying guests.
WHAT IS HUMAN-CENTERED DESIGN?
The human-centered design approach involves three
phases:
* Inspiration: Learn from those who inhabit the space
through observation and conversation.
* Ideation: Make sense of what you learned and design
your space with those considerations in mind.
* Implementation: Bring your solutions to life and gain
the trust of your patients for years to come.
Identifying your target demographic is the most crucial
step when utilizing this design approach. Who are you
looking to serve and what are their distinct needs?
Pediatrics and orthodontics overlap in their target
demographic, resulting in many combination practices.
This pairing creates an opportunity for seamless referrals,
as well as a one-stop shop for parents with multiple
children and varying needs. For these practices, we have
identified three essential considerations:
* Welcoming & Comforting: Design a space that
accommodates all guests and incorporates features
to reduce stress and anxiety and enhance safety.
* Time Optimization: Create versatile space that
enhances convenience for both staff and guests.
* Engagement & Patient Experience: Create a
multisensory experience designed for engagement
that reinforces overall practice branding.
DESIGN ZONES
Waiting & Reception
Create a space that will
make your guests feel
welcome from the very
moment they step in
the door. This begins
with providing visibility
to the greeter. Consider designing the reception to have a
clear sightline to the entry and implement a lower counter
for additional accessibility.
In this zone, design elements are focused on practice
efficiency and functionality. Yet the patient experience is
still central, and that means promoting safety, privacy,
engagement, and ease of care.
Designing for a variety of treatment spaces maximizes the
types of patients you can serve and the type of procedures
you can perform.
When laying out the waiting room, consider your
demographics. In a practice serving a wide demographic,
we recommend designating key zones. In this combination
pediatric and orthodontic plan, we have identified a kid/
parent zone on the left, a media zone in the upper right,
and a quiet area. Despite the separation, the overall waiting
area remains open and inviting.
You might also consider additional amenities to make
patients feel comfortable. Some practices include a
beverage station, a charging station, a quiet reading nook,
or different forms of child-friendly entertainment. And with
heightened safety concerns, promoting a sense of safety
by adding air-purification units, as well as hand sanitization
stations, is especially helpful.
The Business Area
Check-in and check-out are common bottlenecks for
practices; resolving this can have a significant impact
on the patient's experience. A circular flow around the
business desk with separate check in and out prevents any
unnecessary crossover or queuing of patients. A larger,
semiprivate checkout with seating off this patient flow is
beneficial for longer discussions regarding treatment or
finances. Additionally, providing the right technology for
online patient forms, mobile booking, and in-office patient
kiosks can add convenience for both patients and staff.
Treatment
6
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ORTHODONTICS
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Equipment & Technology Orthodontic Catalog - 2021/2022

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