{"id":15923,"date":"2026-06-25T14:52:01","date_gmt":"2026-06-25T05:52:01","guid":{"rendered":"https:\/\/minishnewsroom.com\/from-patient-to-customer-now-theyre-looking-right-into-our-hearts\/"},"modified":"2026-06-26T15:09:46","modified_gmt":"2026-06-26T06:09:46","slug":"from-patient-to-customer-now-theyre-looking-right-into-our-hearts","status":"publish","type":"post","link":"https:\/\/minishnewsroom.com\/en\/from-patient-to-customer-now-theyre-looking-right-into-our-hearts\/","title":{"rendered":"From \u201cPatient\u201d to \u201cCustomer\u201d\u2026 Now They\u2019re Looking Right Into Our Hearts"},"content":{"rendered":"\n

Treatment plans are shared and finalized the day beforeto ensure time is set aside to better understand patientsand to provide optimal service on the day of the visit, with about 30 managers and staff members participating in deliberations<\/strong><\/p>\n\n

\"\"
A scene from the morning meeting, where patients are viewed not as medical cases but as people with whom we build relationships.<\/figcaption><\/figure>\n\n

Every day at 8:50 a.m., the day at Minish Dental Hospital begins with a comprehensive analysis of patients\u2014now referred to as \u201ccustomers.\u201d A month ago, the clinical meetings\u2014which used to focus on sharing patients\u2019 symptoms and treatment plans\u2014were transformed into sessions dedicated to identifying customer acquisition channels, relationships with referrers, and customer characteristics, with the goal of improving patient satisfaction. Approximately 30 key managers\u2014including the hospital directors, dental technicians, clinic staff, and marketing personnel\u2014gather in one place to put their heads together. <\/p>\n\n

The goal of the meeting is to share insights on \u201cwhat this patient wants\u201d and to determine \u201cwhat each department can do to ensure patient satisfaction.\u201d Together, we assess whether the patient prioritizes shorter treatment times, is sensitive to pain and therefore requires pain-free treatment, or is particularly sensitive to wait times. <\/p>\n\n

These meetings are possible because discussions regarding patient care are completed in advance. The clinical aspects\u2014such as symptoms and treatment plans\u2014are reviewed the previous afternoon when the department heads meet separately to prepare for the next day\u2019s patient consultations. As a result, during the morning meetings, rather than rehashing the patients\u2019 conditions, the team can focus entirely on examining each patient in depth. <\/p>\n\n

Park Hye-in, Director of Counseling, cited \u201cviewing patients not as mere patients but from the perspective of \u2018relationships\u2019\u201d as the biggest change. She explained that by examining how patients came to know about the hospital and why they were referred, the staff came to understand not only the medical care itself but also the values patients expect from the hospital and the basis of their trust. <\/p>\n\n

This shift in the way meetings are conducted has transformed the nature of customer interactions. When a customer arrives through a referral, staff are now able to assist them with full knowledge of who referred them; since information about the customer\u2019s professional background and personality is also shared, this enables a more nuanced and refined small talk. Director Kim Su-jeong said, \u201cWhereas each department used to manage customers separately, now the consultation room, treatment room, CRM, and marketing teams all operate based on the same information,\u201d adding, \u201cThis ensures that customers have a consistent experience at every touchpoint.\u201d <\/p>\n\n

In this regard, efforts to enhance the Customer Relationship Management (CRM) system are also gaining momentum. The CRM system, which is built on customer data, allows for an intuitive understanding of customer distribution and referral trends, and is expected to be widely utilized to boost the hospital\u2019s revenue and customer satisfaction. <\/p>\n\n

Jeong Hwa-young, General Manager, said, \u201cWe are focusing on deeply understanding each and every customer, going beyond simply providing treatment.\u201d She added, \u201cAs these efforts become more systematized through CRM and IT solutions, we expect this to enhance the quality of the customer experience and lay the foundation for a virtuous cycle that leads to repeat visits and referrals.\u201d<\/p>\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

Every day at 8:50 a.m., the day at Minish Dental Hospital begins with a comprehensive analysis of patients\u2014now referred to as \u201ccustomers.\u201d The clinical meetings, which used to focus on sharing patients\u2019 symptoms and treatment plans, have, for the past month, shifted to a forum for identifying customer acquisition channels, relationships with referrers, and customer characteristics\u2014all with the goal of improving patient satisfaction. <\/p>\n","protected":false},"author":253175239,"featured_media":15925,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_wpcom_ai_launchpad_first_post":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[121434],"tags":[122694,122695,121463,121916,121456],"class_list":["post-15923","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-focus","tag-clinical-conference","tag-customer-satisfaction","tag-minish-dental-hospital","tag-minish-institute-of-technology","tag-minish-technology"],"acf":{"slide":"","new_exclude":[],"popular_status":"\ubd80","popular_order":"","excerpt":"Every day at 8:50 a.m., the day at Minish Dental Hospital begins with a comprehensive analysis of patients\u2014now referred to as \u201ccustomers.\u201d The clinical meetings, which used to focus on sharing patients\u2019 symptoms and treatment plans, have, for the past month, shifted to a forum for identifying customer referral sources, relationships with referrers, and customer characteristics\u2014all with the goal of improving patient satisfaction. "},"jetpack_shortlink":"https:\/\/wp.me\/pfUXdh-48P","jetpack_sharing_enabled":true,"jetpack-related-posts":[{"id":16348,"url":"https:\/\/minishnewsroom.com\/en\/the-future-of-k-dental-ceo-kang-jeong-hos-story-of-minish-that-he-wants-to-share-with-the-world\/","url_meta":{"origin":15923,"position":0},"title":"The Future of K-Dental\u2026 CEO Kang Jeong-ho\u2019s Story of Minish That He Wants to Share with the World","author":"\ubbf8\ub2c8\uc26c\ub274\uc2a4\ub8f8","date":"2026\ub144 August 7\uc77c","format":false,"excerpt":"\"Joo Eun-kyu\" is a channel led by producer Joo Eun-kyu, the creator behind the YouTube economics channel \"Shin Saimdang,\" which has amassed 1.8 million subscribers. The channel shares candid content about business, entrepreneurship, and the intense realities of the business world with its 690,000 subscribers. 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The time required to produce 10,000 Minish restorations has fallen below 70 days for the first time. In early July, cumulative production surpassed 230,000 units,\u2026","rel":"","context":"In "\u304a\u77e5\u3089\u305b"","block_context":{"text":"\u304a\u77e5\u3089\u305b","link":"https:\/\/minishnewsroom.com\/ja\/category\/press\/notice\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/minishnewsroom.com\/wp-content\/uploads\/2026\/08\/1%EB%A9%B4_%EC%A1%B0%EC%A0%95.png?fit=626%2C411&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/minishnewsroom.com\/wp-content\/uploads\/2026\/08\/1%EB%A9%B4_%EC%A1%B0%EC%A0%95.png?fit=626%2C411&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/minishnewsroom.com\/wp-content\/uploads\/2026\/08\/1%EB%A9%B4_%EC%A1%B0%EC%A0%95.png?fit=626%2C411&ssl=1&resize=525%2C300 1.5x"},"classes":[]},{"id":16393,"url":"https:\/\/minishnewsroom.com\/en\/instead-of-just-going-by-a-gut-feeling-lets-communicate-clearly\/","url_meta":{"origin":15923,"position":2},"title":"Instead of just going by a gut feeling\u2026 let\u2019s communicate clearly.","author":"\ubbf8\ub2c8\uc26c\ub274\uc2a4\ub8f8","date":"2026\ub144 August 7\uc77c","format":false,"excerpt":"Development of a Standard Glossary for Dental HospitalsIncludes Management Indicators and Dental Terminology Minish Dental Hospital Standard Glossary. 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