Mortenson Dental Partners

Christopher Herrmann

Patient Experience Transformation Leader

Balancing Consistency and Local Needs

Sometimes what is best for one location is not best, or even good for another location. Each practice or office should be evaluated individually based on patient needs, geographic considerations and regulatory requirements to deliver a tailored patient service model that aligns with the specific demands of each community.

When a consistent patient experience is identified as a need, then significant efforts are made to document, train, measure, report and control the environment so that a consistent patient experience is maintained. 

Preparing Operations for AI

Implementation requires a measured approach. Artificial intelligence and automation inevitably magnify underlying operational deficiencies if processes are not clearly defined and documented beforehand.

"Patients prioritize clinical outcomes, how your team made them feel, how they felt physically after the procedure, and if that aligns with what they were told would happen post-treatment."

Successfully integrating AI serves as a true test of an organization's operational discipline; entities with thoroughly documented and proven workflows can achieve rapid and seamless implementation, whereas less structured operations risk exposing structural flaws by scaling prematurely, or, best case scenario, delaying deployment of AI to get their processes formalized and documented so AI works as advertised.

Balancing Care and Efficiency

Clinical excellence must remain the primary objective, with operational efficiencies pursued secondarily and without compromising the standard of care. Most patients do not care about operational efficiencies unless they are stuck in a waiting room for hours.

Patients prioritize clinical outcomes, how your team made them feel, how they felt physically after the procedure, and if that aligns with what they were told would happen post-treatment. Organizational leaders should consult with clinicians because operational adjustments made without clinician engagement or consideration for their workflows risk causing operational disruptions, compromising patient care, and impacting the overall patient experience.

Maintaining Quality through Growth

Maintaining service quality during periods of rapid growth presents a persistent challenge for any organization. Historically, the issue with scaling any operation is controlling the cost, quality and service through that growth.

However, proper operationalization of AI agents mitigates this risk. Unlike traditional human staffing expansion models and the onboarding of new personnel during peak volume periods, which can temporarily compromise quality as the human agents acclimate to their new role, well-calibrated AI agents manage increased volume with consistent adherence to established protocols.

Additionally, AI turnover is nil, whereas human agents who are not adept at the emotional aspects and tempo of healthcare can turn over at an alarming rate. This prolongs poor quality and service and degrades the speed of care delivery, a quality-of-care aspect or KPI, that is sometimes overlooked.

Shaping the Future of Patient Experience

Obviously, artificial intelligence will play a central role, particularly in clarifying insurance coverage, benefits and out-of-pocket costs for both patients and providers. Promptly and accurately addressing fundamental patient inquiries regarding scheduling - “How soon can I get in?” coverage - “Is this procedure covered?” and cost - “What are my copays?” fosters organizational trust and long-term retention.

Furthermore, AI-enhanced diagnostic imaging—utilizing visual overlays to assist patients in understanding diagnostic findings and recommended treatments can significantly improve treatment plan acceptance and reinforce clinician-to-patient trust. Additionally, AI-driven documentation tools will alleviate administrative burden, reducing data entry requirements and fatigue on our highly educated, trained and compensated clinicians so they can better concentrate their time on direct patient care.

Finally, if we can establish seamless digital communication and interoperability across dental practices, medical offices, hospitals and payors, we will significantly enhance transparency and efficiency for all stakeholders.