“From Disney to Dentistry – The Patient Experience”.

From Disney to Dentistry – The Patient Experience”.


I’m Anna, one of the receptionists at The Harley Street Smile Clinic.

On Saturday 2nd March I attended a fascinating one day interactive workshop run by The British Academy of Cosmetic Dentistry entitled “From Disney to Dentistry – The Patient Experience”. This workshop was led by Travis Frederickson

It was fascinating to actually look at how important it is for patients to be made to feel comfortable and at ease as well as the patients being kept informed before, during and after treatment.

We discussed how much emphasis should be placed on ensuring our patients are happy and relaxed. It is not just about the clinical side of their visit, but also the whole experience, from the moment they enter the clinic at Reception, to the minute they leave, either having received treatment or having discussed treatment options with the dentist.

I started the morning being quite sceptical as to the connection between Disney and Dentistry. It was therefore interesting to see how much of a visionary Walt Disney actually was, and how ahead of his time he was, when it came to creating Disneyland. We were given an in depth understanding of the Disney model of service as applied to healthcare and the Disney principles of business excellence. Walt Disney wanted everyone to leave his theme parks with a smile on their face, and that is what we should aim to achieve – we want our patients to walk out of our door with a smile on their face, happy that they’ve found us.

Disney has been in a class of its own in creating an exceptional guest experience. This is why Disney is a top destination … why families go back year after year … and why you’d be hard-pressed to find anyone who did not enjoy their trip to one of the company’s world-class theme parks. Delivering an exceptional customer experience is a team effort that affects all aspects of a practice; from the dentist to the front of house team. The workshop was a mixture of dentists, practice managers, nurses and receptionists. It was great to chat with other practices and take part in small groups to exchange opinions and ideas.

The whole day was very informative as well as giving a completely new perspective on what patients look for when visiting our clinic.

Great day and great ideas.

In the words of one of Disney’s great classics, Mary Poppins, “In every job that must be done, there is an element of fun. You find the fun and—snap!—the job’s a game!”