The Practice Experience Scorecard | Your Patient Partner

Free Practice Evaluation

How Well Does Your Practice Really Perform?

20 questions. 4 minutes. A clear picture of where your practice is thriving and where it is holding you back.

4 key areas assessed Instant results Free personalised report

Section 1 of 40% complete

Team

New Patient

Existing

Business

Section One

Team & Culture

How your team communicates, collaborates, and shows up for patients every day is the foundation of everything else. These five questions assess your team dynamics and culture.

1How would you describe communication within your team on a typical working day?

We communicate consistently, clearly and proactively, the whole team is aligned

We communicate reasonably well, though there are occasional gaps or misunderstandings

Communication is inconsistent and often reactive rather than planned

Poor communication is a regular source of friction or mistakes in our practice

2Does your team have a shared understanding of the patient experience you want to deliver?

Yes, we have defined it clearly and every team member understands their role within it

Most of the team understand the general expectation, even if it is not formally documented

It is loosely understood in theory, but not clearly defined or consistently delivered

We have not formally discussed or defined the patient experience we are aiming for

3How confident are you in your team's ability to handle patient queries and concerns?

Very confident, they handle all situations consistently, professionally and with care

Fairly confident, most situations are handled well, though some individuals struggle

It varies significantly, some team members manage well, others cause concern

This is a regular source of issues, patient concerns are not reliably handled well

4How well does your team adapt their communication style to different patients?

Very well, they naturally flex their approach to suit each individual patient

Fairly well, some team members are better at this than others

Most tend to use a one-size-fits-all approach regardless of the patient

This is not something we have considered, trained for, or discussed

5How would you honestly rate team morale and culture in your practice right now?

Excellent, the team is genuinely engaged, collaborative and proud of where they work

Good, generally positive with occasional friction or moments of disengagement

Mixed, there are ongoing tensions, cliques, or team members who seem disengaged

Poor, team morale is low and it is having a visible impact on the practice

Please answer all 5 questions before continuing.

Section Two

New Patient Experience

The new patient consultation is often where treatment acceptance is won or lost. These questions assess how effectively your practice welcomes, builds trust with, and presents treatment to new patients.

6How structured is your new patient consultation process?

We have a clear, consistent framework that every clinician follows for new patients

There is a general approach, but it varies between clinicians or team members

It depends entirely on the individual, there is no shared process

There is no defined new patient consultation process in our practice

7How effectively does your team build rapport and trust with new patients?

Consistently and confidently, rapport-building is embedded in how we work from the very first contact

Generally well, though it is not formally structured or consistently applied

It varies significantly, some clinicians are much better at this than others

This is an area we know needs work, new patients do not always feel at ease

8How clearly are treatment options presented to new patients?

Always clearly, we have a patient-centred framework that helps patients understand their options with confidence

Usually clearly, though the approach and quality varies by clinician

Treatment presentation is inconsistent and patients sometimes leave confused

Patients are often unclear about their options, this leads to delays or lost treatment

9What is your typical treatment acceptance rate for new patients?

Above 70%, new patients regularly commit to recommended treatment in or shortly after the consultation

50 to 70%, most accept treatment, though a meaningful number delay or decline

30 to 50%, we lose a significant number of new patients after the consultation

Below 30%, or we do not currently track this

10How confident are your clinicians in presenting high-value or complex treatment?

Very confident, they present all treatment naturally and patients respond positively

Fairly confident for routine treatment, but there is hesitation with complex or high-cost cases

There is visible discomfort around cost conversations, clinicians often under-present

Presenting high-value treatment is a significant and ongoing challenge in our practice

Please answer all 5 questions before continuing.

Section Three

Existing Patient Experience

Your existing patients are your most valuable asset. These questions look at how well you retain, communicate with, and maximise the value of every patient relationship, particularly through your hygiene and re-care systems.

11How effective is your hygiene and re-care system at retaining patients?

Very effective, we have strong recall rates and patients consistently re-book

Fairly effective, most patients re-book, but some fall through the gaps

We lose a significant number of patients between appointments and do not always recover them

Our re-care system is not working, patient loss between appointments is a real problem

12How well does your hygiene or therapy team communicate about clinical needs and treatment options?

Excellently, they are confident discussing treatment needs, making referrals, and presenting options

Well in most cases, though confidence in this varies between team members

The focus is primarily clinical, patient communication and referral is limited

This is an underdeveloped area, the hygiene team's communication potential is largely untapped

13How consistent is the patient experience across routine hygiene or check-up appointments?

Consistently excellent, patients feel valued and well-cared-for at every appointment

Generally positive, though the experience is not always consistent

Variable, the quality of experience depends heavily on which team member they see

We know the existing patient experience needs significant improvement

14Do existing patients regularly accept additional treatment recommendations?

Yes, our team is confident identifying needs and presenting options, and patients respond well

Sometimes, but we know we are missing opportunities in routine appointments

Rarely, most patients leave without being presented with options beyond their appointment

No, and we do not currently have any system for identifying or presenting these opportunities

15How do you currently measure patient satisfaction?

Through regular surveys, Google reviews, and a tracked metric we review regularly

We collect Google reviews but do not systematically track or analyse satisfaction

Informally, through patient comments or team feedback, but nothing structured

We do not currently measure patient satisfaction in any meaningful way

Please answer all 5 questions before continuing.

Section Four

Business Performance & KPIs

A thriving practice needs more than clinical skill. It needs clear systems, smart diary management, and a grip on the numbers. These questions assess the operational and commercial foundations of your practice.

16How clearly are your key performance indicators (KPIs) defined and monitored?

We track clear KPIs consistently and use them to inform decisions and priorities

We track some data, but it is not consistently reviewed or acted on

Data is available in our system, but we rarely review it in a formal or structured way

We do not currently track KPIs, decisions are made without data

17How well does your diary management support clinical efficiency and protect revenue?

Very well, the diary is structured, zoned and optimised to maximise productivity and reduce stress

Reasonably well, though there are recurring gaps, late cancellations, or inefficiencies

The diary is largely reactive, it causes inefficiency, last-minute stress, or revenue loss

Diary management is a significant and ongoing problem affecting the whole practice

18How confident are you in your practice's financial performance and trajectory?

Very confident, we review financials regularly and have a clear picture of performance and direction

Fairly confident, we have a general sense but lack detailed or regular financial visibility

Not very confident, financial performance feels unpredictable or unclear

This is an area of real concern, we lack visibility and confidence in the numbers

19Does your practice have clear systems and processes that the whole team follows?

Yes, we have documented systems, clear protocols, and regular team training to support them

Mostly, though some areas still rely on individual knowledge rather than shared systems

Some systems exist but are inconsistently followed or informally understood

We largely operate without formal systems, too much depends on individuals

20How aligned is your team around the practice's goals and vision?

Fully aligned, everyone understands where we are heading, why it matters, and their role in it

Mostly aligned, though it is not formally communicated or regularly revisited as a team

Leadership know the vision, but it has not been effectively shared with the wider team

There is no shared sense of direction, the team and leadership are not aligned

Please answer all 5 questions before continuing.

Your Practice Experience Score

Here is how your practice performs across the four key areas.

out of 80

Section 1

Team & Culture

/ 20

Section 2

New Patient Experience

/ 20

Section 3

Existing Patient Experience

/ 20

Section 4

Business Performance & KPIs

/ 20

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Flora Couper RDH Founder, Your Patient Partner

Dental hygienist, NLP Coach, and Insights Discovery practitioner with over 25 years in dentistry. Flora specialises in patient communication and practice development, working with dental practices across Scotland and the UK to transform how teams communicate and how patients experience care.

How Well Does Your Practice Really Perform?

Team & Culture

New Patient Experience

Existing Patient Experience

Business Performance & KPIs

Your Practice Experience Score

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