By Tanya Brown, DMD, FAGD
All dentists and team members work hard and make every effort to provide quality care for their patients. Everyone enjoys seeing the fruits of their labor. So, how can you convert a patient from “Let me think about it” to “Let’s get started”?
The first paramount step in helping patients say “yes” is to actively listen to them. This means making connections with them on their first phone call and their first visit in your office. One simple way to remember to make three connections with new patients is to use the acronym CAT- career, activities (hobbies), and their family.
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Making these connections becomes easy and even fun with practice. A connection would be something like this: “Mrs. Jones, Michelle told me that your family is from Atlanta. In what part of Atlanta did you grow up? (The patient answers) I actually have family on the north side of Atlanta. It’s such a beautiful place, and you and your family will love it here.”
The most successful teams make patients feel comfortable at their first visit by offering them a bottle of water or a cup of coffee. They may also give new patients a tour of the office that highlights the office technology, saying something like, “Mrs. Jones, this is our digital panoramic X-ray machine that allows Dr. X to detect hidden conditions not visible with the naked eye.”
Communicating in a positive way builds your relationship with patients as you address their needs and satisfy their concerns. This means spending quality time at their first appointment discussing their wants and goals for their smile and health. Being a resource for your patients goes a long way in making them feel valued and special. After all, everyone likes to feel special.
The second way to help more patients say “yes” is to invest quality time in their comprehensive exam. The most productive practices tap into the full potential of each team member by gathering information and educating patients, while the doctor spends time comprehensively examining and diagnosing the patient’s conditions.
Keep in mind that the most successful communicators realize the significant difference between educating and overwhelming patients. Receiving too much information at one time can cause “analysis paralysis.” Many times, visualizing what modern dentistry can offer prompts patients to ask about solutions for their oral health conditions. As a profession, we are fortunate that we can affect the oral-systemic connection and help patients become healthier. The more that patients become involved in their health, the more confident they are when they make good decisions for their dentistry and health.
Becoming aware is the key to patients saying yes to case acceptance. Patients won’t agree to a solution to a problem they don’t realize they have. Showing them what you see by using the intra-oral camera provides a great tool for promoting case acceptance. The old saying, “A picture is worth a 1,000 words” rings true for dental patients. Giving a patient a “tour of their mouth” helps create awareness. The intraoral pictures, along with the exam, provide team members the opportunity to discuss options with patients and answer their questions. Depending on the complexity of a patient’s conditions, the treatment coordinator may present options for treatment while answering any questions. The plan should be based on what is in the best interest for the patient’s health. When the patient says “yes,” you can celebrate a slam dunk!
One of the biggest obstacles that many busy offices face is lack of time to invest in a patient’s initial appointment. Even though a comprehensive initial exam may require some extra time, the time invested will prove valuable later. Almost every team member and dentist has heard a patient express their frustration with another office — “Every time I went in that office, I needed something else.”
Comprehensive initial exams are an important step in preventing long-term problems. Happy patients are the best referral sources. “Slam Dunk” case acceptance is easier when your team members connect with patients by listening, helping them feel welcome, and discussing their oral health needs. Time spent in the diagnosis stage will endear patients to you and build trust. Using your team members, the comprehensive exam, and intraoral and digital cameras help patients choose the best options for their oral health care. It’s a slam dunk when goals and dreams become a reality and oral health is improved.
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ALSO BY DR. TANYA BROWN:
How to be a dental team of superstars
New patient phone calls can make or break your dental practice
The four biggest mistakes dental teams make with case presentation
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Tanya Brown, DMD, FAGD, founded and actively practices at The Center for Cosmetic & Restorative Dentistry in Chesapeake, VA. She works with dentists and dental teams who want to “Connect the Dots” to be more focused, more productive, and have more fun! Contact Dr. Brown for a complimentary monthly e-newsletter subscription to Tanya’s Tips. She can be reached at [email protected] or 757-285-2833.
