What happens when you're on the other side of the patient experience—and it goes sideways?

In this episode, Dr. Jason shares a personal story about a frustrating hospital visit that left him stewing in a changing room for nearly an hour. From missed MRI scans to poorly managed expectations, this experience becomes a powerful analogy for common mistakes made in dental practices every day.

You’ll learn:

• Why small oversights—like not checking a scan before a patient leaves—can create outsized damage to trust and perceived competence.

• How to handle mistakes with urgency and empathy, including working around patient schedules.

• The overlooked power of proactive communication and managing expectations in real time.

• Why a simple, thoughtful gesture (like a $10 gift card) can help repair a frayed patient relationship.

This episode is a crash course in turning service breakdowns into leadership and systems breakthroughs. If you want to improve your patient experience, start here.