Jerry Bottomley presented his dental practice’s vision of high-touch patient care. He compares his patients as eggs that must be carefully handled throughout the patient-practice interaction. Any slip-up in the process from initial call to follow-up has the potential to break the client’s confidence and trust, resulting in a poor quality experience. He trains his staff to treat patients with respect. He and his staff abhor making the patient wait. Patients are not factory processed like some large dental practices do: His patients receive a comprehensive interview by the dentist, reviewing goals, expectations, potential complications and timelines. He believes in co-diagnosis with the patient, presenting the facts and options and jointly choosing the best path forward.
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