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.