Five Simple Ways to Create a Five-Star Patient Experience

Think about the last time you received top-notch customer service. Did your doctor call to check up on you the day after a procedure? Did a restaurant give you extra sauces and napkins with your delivery? Did your accountant send a handwritten note on your birthday?

Now think about the last time you received terrible customer service. How many friends and family members did you tell? Did you rant about it on Facebook? Did you write a scathing Yelp review?

The truth is that the customer experiences we remember are the ones that were either fantastic or truly awful. And unfortunately, it’s usually the latter that gets the most attention:

Customers who have a bad experience are 2-3 times more likely to write a negative review than happy customers are to write a positive review.

Needless to say, bad reviews are bad for business:

80% of people will choose to go elsewhere if they read bad reviews about your business online.

A positive customer experience is key to building loyalty. As the saying goes, “a happy customer is a loyal customer.” And you can’t underestimate the value of loyalty:

Loyal customers are 5 times more likely to purchase again and 4 times more likely to refer a friend.

During my years working in a private practice in Florida, I oversaw all our community outreach events (health fairs, hearing seminars, Lunch & Learns, etc.). Anyone who knows me would tell you, I’m perfectly suited for this type of work. When I wasn’t in the office, I was out in the community, talking to people, learning about their hearing history, and conveying to them how important hearing is to their relationships, livelihood, and overall health.

Once you scheduled an appointment with me, you were my patient. I sent my patients appointment reminders, I called them the day before their appointment to confirm, and on the day of, I made sure to greet him/her upon arrival (“George! Welcome! It’s so nice to see you again!”). This didn’t happen overnight—it took time to build these relationships and good habits. I was fortunate to have a boss who pushed me to do more, be better, and try harder. Sometimes it was difficult, but the outcome was worth it.

I realize the Coronavirus has complicated what good customer service looks like. Healthcare providers have had to quickly adopt new safety and sanitation protocols to protect staff and patients while continuing to provide the same high level of care.

But the pandemic has also made exceptional customer service all the more important. Even something as small as extra bread with my takeout pasta seems to mean so much more. Years from now, it’s the people and businesses that took the best care of us during this challenging time that we’re going to remember most and be loyal to.

Below are sure-fire ways to increase patient satisfaction and build greater brand loyalty—not just today, but in the months and years to come.

1. Be accessible.

Today’s consumers expect and demand greater convenience in every aspect of their lives, including their healthcare. For younger and more active patients, offering services like online scheduling, automated appointment reminders (via email and text message), and live chat can be differentiators for your practice. Keep in mind that some of your patients are also more tech-savvy today than they were just a few months ago. With the pandemic forcing older Americans to remain largely confined to their homes, many have relied on video chat and other apps to shop, work, connect with loved ones, and even meet with doctors. The best thing you can do for your patients right now is to make yourself available to help them, especially the most vulnerable. Consider implementing curbside and teleaudiology services if you haven’t already.

2. Stay connected.

Now more than ever, your patients want and need to hear from you. So much that we recommend overcommunicating with them. Consistent outreach and follow-up with your database is crucial to increasing patient satisfaction and driving sales. Continue to update your digital properties (website, social media, Google My Business, Healthy Hearing profiles, etc.) to reflect any changes to your hours and services as well as the safety precautions your office is implementing. This should also be included in all of your marketing collateral. Use social media to stay top-of-mind with patients and make calling your database a priority. How often should you contact patients to ensure they purchase their next set of hearing aids from you? Click here to find out!

3. Make a good first and second impression.

Your website is often your patients’ first impression of your business. If it’s cluttered, outdated, slow, and/or difficult to navigate, visitors will have a negative perception of your practice (follow these ten tips to take your site from good to great). Just like your website, your office space should be a positive reflection of your brand and the quality of care you provide. Old or unsightly furnishings can suggest a lack of pride and attention to detail while a mini-fridge filled with bottled waters says, “We care about your comfort.” A fresh coat of paint and a fresh pot of coffee (or Keurig) can go a long way in creating a more inviting atmosphere where patients feel welcomed. Once it’s safe to have communal items in your waiting area again, be sure to have fresh new educational and marketing materials (flyers, posters, brochures, etc.) for visitors. Aside from offering valuable information that can help patients make the decision to invest in their hearing, they lend to your credibility as an “expert.” Finally, toss out all those old magazines—no one wants to read about the Royal Wedding anymore (well, except me, but that’s a topic for a much different blog).

4. Don’t keep them waiting!

How do you feel when you arrive to an appointment on time but the doctor doesn’t see you for 20 minutes or longer? Honor your patients’ time with respect. If you’re overbooked and struggling to manage your time, have your Front Office Professional (FOP) do a double knock on the door 5-15 minutes before your next appointment or a single knock when the patient has arrived. This can help keep you focused. Need more time with a patient or wrapping up a sale? Take a quick second and let your FOP know so they can inform your next patient. This is where having a fresh cup of joe and ample reading materials will come in handy.

5. Ask for reviews and referrals.

I’ve already touched on the importance of positive word of mouth but allow me to really drive the point home: nearly 90% of people trust online reviews as much as they trust their best friends’ recommendations and people are 4 times more likely to buy when referred by a friend. If you’ve done everything right and created a positive experience for your patients, then this part should be easy. A satisfied patient is already more likely to recommend your practice to a friend or family member. But why wait for that to happen when all you need to do is ask? There are several ways to ask for patient referrals and, I promise, none are as awkward as you think. In addition, you should be sending automated online review requests through your practice management software (email and/or text message) after each appointment. It helps to plant the seed while the patient is in front of you. Let them know they’ll be receiving a message then explain how valuable their feedback is and that you’d really appreciate it if they could take a few minutes to share their opinion.

Change is hard. I’m the first to admit this. But we all understand the value of good customer service. If you’re following the above recommendations, keep it up. If not, take it one day at a time and gradually make the changes needed to ensure that every person who walks through your front door has the best experience. As my mom always says, “it’s the little things that often make the biggest difference.”

Consult YHN can help.
Talk to your Account Manager or contact us today!

About the Author

Julie Gesuale joined Consult YHN in 2010 and currently serves as an Assistant Account Manager in the company’s Hospital and University Division. Her diverse professional background includes customer service, marketing, and project management. When not working, Julie enjoys spending time with her wife of 15 years and her two rescue dogs, Sheldon and Leonard. She’s also been singing in church and community choirs for over 25 years.

Seven Reasons to Call Your Patients

Telemarketing can be an unsettling word for some. It evokes the days of yesteryear when family dinners were interrupted by phone calls and last names were mispronounced beyond recognition.

Forget what you thought you knew about telemarketing. In fact, forget the word ‘telemarketing’ entirely. At Consult YHN, we’ve turned outbound dialing into a service essential to the success of your hearing healthcare practice – Your Patient Contact Center (YPCC).

Through YPCC, our Associates have access to a highly-trained, professionally-managed workforce committed to patient communications and the success of the practice. YPCC’s patient contact specialists act as an extension of your practice, devoted to expanding your reach, securing appointments, and driving new and existing patients through your door.

Retaining current patients while effectively acquiring new ones should be an ongoing priority for every practice. Considering that 45 percent of patients will purchase their next set of hearing aids from a different practice – reinforces the importance of consistent patient outreach and follow-up.

Calling patients, whether it’s your staff or through our YPCC call center, is a beneficial process to implement in your practice for the following reasons:

1. Revenue-driving activity

On average, YPCC books 0.5 appointments per hour, and practices that use their service realize a net gain of 8-10 units per 40 hours of calling. At their competitive rates, your practice could pay less than $100 to book a qualified patient on your schedule. Through our Consult Database Program, 75% of appointments booked are through the YPCC efforts – with the average program yielding $11,400 in total revenue.

2. Keep consistent touchpoints with your patients

YPCC has developed carefully crafted scripts for each segment of your database. This ensures that the patient contact specialists are speaking directly to each patients’ individual hearing health journey.

3. Alignment with marketing activities

Sending just a letter or postcard to your database doesn’t cut it anymore. Making phone calls behind each of your marketing activities – and with consistent messaging – will better convert your warm leads into appointments. Multiple touchpoints help keep your brand top of mind or maintain “stickiness” in the minds of your patients. Additionally, a follow-up call behind a database mailer removes the work by the patient to act on a marketing call-to-action.

4. Outbound and inbound options

In addition to making outbound dials, YPCC also offers inbound options to help with call overflow or after-hours and weekend calls. This ensures your practice makes the most of every call and reinforces your commitment to excellent customer service.

5. Database cleanup

The health of your database will have a significant impact on patient retention. If you haven’t recently scrubbed your database for patients who have moved or passed away, then any other outreach to those patients is precious marketing dollars wasted.

6. Seamless patient experience

With full access to your practice management software, YPCC’s patient contact specialists schedule appointments on the spot.

7. Time-saving

Employing someone else to call patients on behalf of your practice puts more time back on your schedule so that you can focus on what you do best: helping more people hear well again!

The truth is patient contact centers have become a staple in the healthcare industry. Whether you are a small private practice or part of a hospital network, utilizing a contact center is a cost-effective way to retain patients and fill your schedule with appointments.

Click here to learn more about Your Patient Contact Center or talk to your Account Manager today to get started!

About the Author

Julia Shreckengast joined Consult YHN in 2015 and serves as Marketing Account Executive, providing support to Associates by managing creative projects and developing/executing marketing plans. Prior to joining Consult YHN, she helped promote the city of New Orleans as a member of the New Orleans Tourism Marketing Corporation. Julia graduated Cum Laude with a bachelor’s degree in marketing from Tulane University.

Community Outreach: Do It Right & Drive More Sales

Hopefully, you’ve spent 2019 focusing on your practice. Not just making sure you’re selling hearing aids but working on the internal health of the business: You’ve completed a pricing analysis, ensured every employee has the right training to be successful, and you’re executing a marketing plan (hopefully with Consult YHN managing it!).

But you haven’t brought yourself to do community outreach.

Why not?

Relationship
Even if your marketing is driving new leads and helping to grow your practice, more than two-thirds (69 percent) of the American public trust doctors’ honesty and integrity and want to have a relationship with their provider.

Whether it’s a health fair or the monthly hearing seminar you hold at your local active-living community, meeting potential patients at a community event starts the patient/provider relationship before the appointment. It’s always better to have an established relationship with someone before you ask them to spend money. It can also make asking for the sale easier during the appointment because they are not considered a stranger. You’ve learned personal details about this person (the voice and laugh they miss hearing or how long they’ve missed out on calls with their grandkids, etc.).

Public Speaking
A fear of public speaking often keeps providers from starting a community outreach strategy. The first step to getting out of that mindset is: to believe in yourself! If you don’t like standing in front of a group and teaching, consider attending a health fair where the atmosphere may be more casual, and you don’t have to prepare a speech or slides. Remember that you’re the professional and you’re there to educate the public on what healthy hearing means to their life—from missing out on their favorite songs to how it can relate to comorbidities, like heart disease or diabetes. By reinforcing that you’re the local expert, you can win over potential patients who may be receiving your marketing materials, but didn’t respond because they don’t know you.

Physician & Patient Referrals
Community outreach events can also help strengthen your physician and patient referral programs. You may not be the only health professional at a particular health fair, so by making connections with related exhibitors, you can work together and refer leads to one another’s booths. You may also reach a person who’s loved one is experiencing hearing loss and can provide them collateral to review at home.

Local Partnerships
If you’re still not sure about finding or hosting community events on your own, link up with local societies with service-minded missions. Did you know Lions Club International has a hearing aid program for its members? The organization accepts old hearing devices for recycling and will typically work with local providers to offer screening events for members! There is also the Walk4Hearing, a national program that focuses on raising awareness about hearing loss and hearing health. Fundraising for a local walk sends the message that you are a provider who cares about helping your community—not one who’s just looking to sell hearing aids. It also gives you easy talking points related to general hearing health.

Another great resource is Sertoma, Inc. (formerly known as Sertoma International), which is an organization of service clubs across the country dedicated to improving the quality of life for those impacted by hearing loss. Their website offers a wealth of community events help, from accepting donated hearing aids to information about how to start your own local Sertoma Club (if there isn’t already one in your area). Being the hearing practice that opens a local chapter of the Sertoma Club may be the best way to make yourself the local hearing health expert, regardless of the level of competition you have in your area.

Not sure how often to host or participate in community events? We recommend our Associates do (at least) quarterly events. This provides enough time for event collateral and/or presentations to be developed without stressing about deadlines. You’ll also have enough time after each event to follow-up with any leads. You should call everyone you meet within 24 hours after each event to thank them for attending and to schedule a time to come in for their free screening (if you didn’t offer one on-site). You also want to ensure that every name that you collect gets entered into your practice management system using relevant referral sources. This will allow you to build the “prospect” segment within your database so you can reach out on a regular basis. Even if they’re not ready to address their hearing health right now, you want to ensure that your practice is the first one they call the moment they are ready.

Take Your Website from Good to Great with These 10 Tips

You have a website. Today, everyone has a website. So, now what?

Does your website blow your competitors’ websites out of the water?

Almost every patient journey begins with or includes a Google search. Hopefully, your PPC (Paid Per Click) and SEO game is on point and driving prospects to your website. But how many prospects is your website driving through your front door? And, is it good enough that it would motivate someone to drive 10 extra miles to your practice over another?

It’s an ambitious goal, but certainly possible with the right tweaks…

  1. Optimize your page speed
    According to Google Analytics, 40 percent of web users leave pages that take more than three seconds to load. Meanwhile, another study has shown that even a five-second delay in page response can increase your bounce rate by more than 20 percent. Find out just how fast or slow your site is with Google’s free PageSpeed tools. Since image file size is one of the biggest culprits of lagging web pages, make sure the images on your site are compressed. There are several free applications you can use to compress your own images.
  1. Be smart about your layout and design
    Design is the main reason people don’t trust certain websites or the businesses behind them. For example, low-quality images or design inconsistencies between pages can be giant red flags to a visitor. That’s why everything from your spacing, fonts, and heading sizes to your colors, button styles, and design elements need to be consistent, cohesive, and clean. A consistent header and footer on every page that includes your logo, practice information, and social icons is equally important. And while we’re on the topic, have you ever thought about how your website’s colors might impact the user experience? 
  1. Check your mobile responsiveness
    With mobile searches finally surpassing desktop searches last year, Google recently announced that it is now indexing websites based on their mobile version instead of their desktop version. In other words, the content, links, speed, etc. of your mobile site are now the key drivers of your search engine visibility. Before you panic, know that Google has a number of tools to test how mobile-friendly your site really is and Search Console has a mobile usability report that outlines problems on a page-by-page level. One must-have feature of your mobile site: Click-To-Call. Why? Because 76% of consumers say they use mobile call features to schedule appointments for local services.
  1. Offer rich content
    For search purposes, Google recommends having a minimum of 250-300 words per page. But your content should go above and beyond providing basic information about your practice—it should engage and educate visitors. Hearing health tips, hearing loss facts, a “Frequently Asked Questions” section, a list of the devices you offer with details about the different styles, and a blog (that’s regularly updated!) are all great examples of rich content. Creating content with legitimate value not only helps to present your practice as the local expert, but it inevitably supports your SEO efforts. 
  1. Make your content easier to digest
    Step one: trim the excess fat. Did you know that white space around text and titles can increase user attention by 20 percent? Create that extra room by keeping your paragraphs as concise as possible. Step two: make sections of text easier to scan by adding headings and subheadings, choosing clear fonts, and breaking down key points, features, or services into bulleted lists. You can get more creative with your layout by replacing traditional bullet points with icons or using lines, borders, or different shading to visually isolate related content.
  1. Reconsider your images
    We all know a stock photo when we see one. Although stock images aren’t inherently bad, they are inherently generic and impersonal, which can reduce trust. If your website relies heavily on stock imagery, it’s okay, many websites do. However, consider replacing a few stock images with actual photos of your practice and staff. We promise that prospects will want to see you and your staff members’ smiling faces. Any stock images that you do use, should complement the content, not distract from it.
  1. Use calls to action and buttons to guide visitors
    Your website should provide a customer journey that is clearly mapped out and fluid from page to page. Visitors should always see a next step or action to take as they browse. That’s why every page should feature a distinct call to action (CTA), accompanied by a phone number, contact form, and/or button. A strong CTA is 2-5 words that urge visitors to take an immediate action, whether it’s “Click Here” for more information or “Call Today” to schedule an appointment.
  1. Add a contact form
    Current and potential patients alike need to be able to contact your practice when it’s most convenient for them. Contact form submissions are also a great lead generation tool. Any visitor that completes a form on your site is a prospect and should be contacted as quickly as possible. Some website forms can automatically send a thank you email to your new prospect and let them know the timeframe in which they can expect to receive a follow-up phone call. Now, this prospect can be added to your practice management system and to future marketing initiatives.
  1. Add patient reviews
    A 2018 survey found that 72 percent of patients used online reviews as their first step in finding a new doctor and 88 percent trust online reviews as much as a personal recommendation. Boost your digital presence and reputation by including links to review sites, a dedicated testimonial page, or even better, using our Online Review Builder which gathers your positive online reviews in real-time and displays them on your website for you.
  1. Boost your SEO!
    You didn’t think we’d write an entire blog post about websites without mentioning SEO, did you? Simply put, ranking in the top positions on search engine result pages means significantly more traffic to your website, and then through your front door. Similar to PPC, SEO is an efficient marketing strategy because it targets online users who are actively seeking out your services.

While digital marketing trends come and go and change constantly, a solid website that entices potential patients, engages current patients, and reinforces your brand will never go out of style.

 

Think it’s time to give your website a makeover or even a complete overhaul? Consult YHN’s Marketing team provides website assessments to members.

About the Author

Nicole Finkbiner joined Consult YHN as the Marketing Communications Specialist in 2018 with nearly a decade of communications experience. Over the course of her career, Nicole has created a wide array of different content for various mediums and outlets—news articles, press releases, arts features, product descriptions, small business websites, e-blasts, social media posts, promotional materials, and more. In her free time, the Philadelphia native enjoys soaking up the city’s culture and binge-watching TV shows.

Database = More Qualified Leads: The Who, Why & How

Many of the practices that I speak to assume marketing is centered around bringing in new people. While that is a key component, that is not all that marketing is. The definition of marketing provided by the American Marketing Association states: “Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.”

Notice how “customers” are the first audience they call out? They are the easiest people to market to, yet practices tend to leave them by the waist-side.

Here are three reasons why you should be marketing to your patients:

  1. You have an established relationship with them. You already invested the time (and money) to get them in the door. Regardless if they purchased or not, you should want to maintain that relationship with them, so they continue to come back.
  2. Out of sight, out of mind. The hearing industry has evolved into a heavily competitive environment, so your patients are bombarded with advertisements from the larger, big box competitors that have the million-dollar marketing budgets. If you aren’t communicating with them on a consistent basis, they are more likely to go elsewhere.
  3. It is less costly. As opposed to marketing to the whole 65+ community, it won’t cost you nearly as much to mail something to your patients. It would be even cheaper if you sent them an email! The ROI is also much higher because you are marketing to more qualified leads.

Here are the facts*:

  • Compared to ads, inserts, digital marketing and traditional direct mail results, database marketing had the highest ROI – 99%!
  • 68% of completed appointments that came from a database initiative, converted to units sold.
  • Practices who ran an Consult YHN Upgrade event where they targeted their TNS and OOW patients, on average made almost $31K in profit – just from one 3-day event!

Here is what you can do:

  • Document where your patients came from and what the result was from their appointment. This will help you tailor your messages to those specific audiences. It will also provide insight into whether your marketing is working appropriately.
  • Devote 10% of your marketing budget to database marketing and implement it. This can consist of letters, birthday cards, postcards, newsletters, etc. These messages can either be delivered through the mail or the internet.
  • Execute fun events to get patients to come back into the office. You can do different things like a patient appreciation week, a wine & cheese night or even host Q&A sessions with both hearing aid and non-hearing aid users.

Here is how Consult YHN can help:

  • We can organize your database by establishing the correct referral sources and working with your practice management software on developing segmentation lists.
  • We can design any marketing piece that you want to send out to your database.
  • We can host your next Upgrade event.

All you need to do is contact your Consult YHN representative or the marketing team to get started. We will work with you to make your practice profitable by keeping it top of mind with your patients.

 

*These facts are based on the data that our Associates provide to us that is captured in Consult YHN’s quarterly marketing ROI report.

About the Author

Lindsey Pierangeli joined Consult YHN in 2012 and serves as the Marketing Manager. Previously, she held marketing positions with advertising agencies and worked on accounts such as Amazon and Coca-Cola. Lindsey graduated Magna Cum Laude from Johnson and Wales University.

Creating a Robust Patient & Professional Referral Program

Attracting new patients is critical to your practice’s health, growth and long-term stability. Recently Dr. Howard Ong, owner of Seal Beach Dentistry, and Dr. Kathy Wentworth, owner of PetPoint Medical Center and Resort, two members of Insights from the Outside, a panel of clinician practice owners created by CareCredit from multiple disciplines, including dentistry, veterinary medicine, ophthalmology, audiology and optometry, shared their best practices on growth through referrals, many of which may provide insight and inspiration for hearing health professionals.

For healthcare businesses to be successful there must be people walking through your door and patients getting treatment. It’s absolutely critical for every practice, not just a new practice, to continue to build a new patient base.  You think that because you have something to offer people, that they will just find you. The problem is, for the most part, they’re not going to. And because it’s the nature of the business to lose patients who may move or no longer need your care, it’s important to keep increasing the underlying patient base. You have to start with the end in mind and create referral programs that help your practice grow.

There is a big difference between patients who are referred to you by friends, families or a health professional and those who find you through other mediums. When patients are referred, there is a sense of trust. That’s because they have a personal recommendation. It’s human nature to trust the advice of a friend or family member. And because the existing patient shared information about you, how you treat people and your services, the new one comes in with an understanding of what you do and what you offer and an expectation that they will be happy with your care and services. The quality of the patient is much better and the likelihood of the patient following through with your treatment recommendations is higher.

To create a robust referral program, you have to start with your current patient experience. No one is going to refer a doctor to friends and family if they are not 100% happy with every aspect of that practice – from the first call to treatment and follow-up. The entire experience must be exceptional so they’re excited to share that experience with others. If patients have a good experience, they are going to stay. And if they stay and you treat them well, they are going to recommend patients.   People want to feel like they belong and that they have chosen the right office for care.

Here are a few ways to increase referrals:

1. When the time is right – ask!

The best time to ask for a referral is when patients are delighted (i.e. when you’ve had a successful procedure or a successful delivery of a device). Anytime other than that, it loses its value. It takes time to develop that habit because it has to be a behavior in the team to recognize when that delight moment happens. Everything kind of freezes and we take the opportunity to ask for a referral.

2. Offer a small incentive.

It’s really not about the money for people; it’s about them being delighted and wanting friends and family to have the same experience. So, if they’ve had a great experience, ask and offer a small credit on their account as a thank you.

3. Get out and meet your “neighbors.”

Doing on-site promotions with property managers and business owners in the community can be very successful. Most property managers and businesses are excited because it doesn’t cost them anything and it’s an event they can offer their residents or employees.  Provide information and presentations on preventing hearing loss – any topic that will educate and encourage people to be curious about you and your practice.

4. Be part of the community.

Professional community talks are another way to expand awareness of your practice. It’s about building relationships with other colleagues and those in your referral funnel. It is great exposure and even though it may not be the number one draw for referrals, it will definitely make your practice visible and an authority of hearing health.

5. Be of service.

Being active in service organizations can not only be rewarding personally, it can be a source for soft referrals. When you participate in community events and fundraisers, people see you being helpful and involved and are more inclined to think of you when they or a friend need a great community audiologist.

6. Look for unique referral opportunities.

One unique source of referrals are patients who have come to our practice through the CareCredit Provider Locator on which we get a free listing. For us, CareCredit is part of the patient experience and our referral process, because it helps us help patients get the care they need.  If patients can’t get the care, they certainly aren’t going to be referring friends and family. We are seeing an increasing number of new patients come in through that source.

7. Be social.

Social media is obviously a hot topic today and can be used to generate referrals. Content can be educational and entertaining. Remember, being social also means being personable. Take pictures of staff during the day, from serious procedures to light-hearted pictures.  Existing and prospective patients like that they can get to know you and see what you’re all about.

Ultimately, when people know you care, that you’re committed to doing the absolute best for them, referrals are a natural outcome. It truly starts with why you chose to be a healthcare provider in the first place – to help patients get healthy so they can live active, connected lives.

If you and your team deliver on that promise in a way that is respectful, encouraging and unique, you’ll see your practice grow.

 

This content is subject to change without notice and offered for informational use only. You are urged to consult with your individual business, financial, legal, tax and/or other advisors with respect to any information presented. Synchrony Financial and any of its affiliates, including CareCredit, (collectively, “Synchrony”) makes no representations or warranties regarding this content and accepts no liability for any loss or harm arising from the use of the information provided. All statements and opinions in this blog post are the sole opinions of the authors. Your receipt of this material constitutes your acceptance of these terms and conditions.

About the Authors

Dr. Howard Ong started practicing dentistry 24 years ago and joined the practice 10 years ago. Dr. Ong is specially trained in implantology, and has focused his love for implants and surgery by completing his Masters ICOI. He has also completed his Masters in the AGD program.
Dr. Ong is a member of the ADA, CDA, Harbor Dental Society, AGD, ICOI and holds a certification in DOCS and the Seal Beach Dental Study Club.

Dr. Kathy Wentworth, owner and medical director, is board certified as a Diplomate in canine and feline practice. She has been practicing for 17 years in Southern California and has expertise in all types of pets in both conventional and integrative medicine. PetPoint is a family owned and operated 16,000 square foot premier pet care center that offers everything for your pets’ health and wellbeing.