A specialist dentist extracted a problematic tooth on Monday. While the gaps in my teeth were expected, the gaps in communication weren't.

Here are 3 examples of what stood out as a first-time patient.

1. Before the procedure

Two simple pieces of information would have helped:

1. Don’t pay for parking - there’s free parking around the back.

2. It will be hard to eat for a few hours after, so have a big breakfast.

2. During the procedure

Simple updates would have made a big difference:

• "This will take about 45 minutes all up."

• "If you have any questions at any stage, don't hesitate to ask."

• "I'm going to give you six injections - 3 on each side of the tooth."

• "It will sting and won't taste good, but you can rinse in 5 minutes"

• "I'd suggest not looking while I put the needle in"

• "I'm putting in dissolvable sponges - they'll disappear on their own"

3. After the procedure

The dentist's verbal instructions about the next 48-hours contradicted what he gave me in the printed post-op sheet. When questioned, the dentist said "oh, don't worry about what's written there - these are just general instructions for dental surgery." Following the written instructions alone would have been problematic.

The dentist was skilled and friendly - this isn't about clinical competence. It's about seeing the procedure through a first-timer's eyes. When we're experts at what we do, it's easy to forget what it feels like to be new. Whether you're a dentist, developer, or project manager, your everyday process is someone else's uncertain journey.

Key takeaway: Gathering feedback from first-time members and incorporating it into your organisation can transform their experience at zero cost.