What every dental assistant needs to know about new patients
By Tanya Brown, DMD, and Brianna Richardson, CDA
Do you wish that you knew the keys to success for connecting with new patients? Do you ever wonder how you can facilitate the new patient experience? Here are some tips that every dental assistant needs to know to “knock it out of the park” with new patients.
RELATED READING:INFOGRAPHIC: The secrets of dental patient retention
What do new patients experience when they come to your office? What do they feel or sense when they walk in? New patients are absolutely vital to any practice, and their role should not be underestimated. They should be valued and treated accordingly. In the same respect, dental assistants are instrumental in helping patients feel valued and comfortable.
Tips for becoming a superstar dental assistant with your new patients:
1. Make your new patients feel welcome. Help them to feel comfortable, at ease, and like part of your dental family. Do your administrative team members communicate with a welcoming, calming voice? Are they able to soothe fears on first contact? The new patient should hear the message, “We are happy to have you as a member of our family” from both administrative and clinical team members. One thing that a dental assistant can do is ask patients questions about career, children, or what brought them to your office. This environment provides a valuable connection between you and the patient, which is the key to building a lasting relationship. Recently in USA TODAY, (June 28, 2013, section 6A), Apple had an ad about “the experience of a product and how it makes someone feel.” Products sell because of the benefits attached to them. It is the same in the world of dentistry. We are a “people business,” and if patients feel comfortable and valued, they will return and invite their loved ones.
2. Make your new patients feel as if they are being heard. One of the biggest complaints from the general population about health care is that no one listens, i.e., people’s concerns fall on deaf ears. Listen to your patients! We were given two ears and one mouth for a reason — we should be listening twice as much as we are speaking! The first time a patient calls your office, take note of what the new patient is really looking for. A highly trained team member can “read between the lines” by using a preprinted call sheet that gathers pertinent information and starts building the relationship. This will ensure that the patient can communicate fears, beliefs, and misconceptions from earlier experiences. One simple tip is to make three connections with every new patient. Ask about their place of birth, family, career, and hobbies. Try to find common ground. For example, “Oh, Mrs. Jones, I also have two daughters. What are your daughter’s ages?” or “What a coincidence! My husband worked for that same company.”
3. Presenting patient treatment plans is a key area in which every dental assistant should excel. Treatment recommendations need to be presented in a way that the patient understands the benefits to treatment. For example, professional whitening could take years off of someone’s smile, or restoring a tooth with a full coverage crown could prevent future expense or pain. The dentist, dental assistant, and/or treatment coordinator could review treatment recommendations with the patient so questions can be addressed. Listening and addressing patients’ concerns and fears is the key to keeping new patients coming back to your practice.
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ALSO BY DR. TANYA BROWN:
Make dental case acceptance a 'slam dunk'
How to be a dental team of superstars
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Making your new patients feel welcome and like a part of your family is vital in building trust. Making sure their concerns are heard and ensuring they feel validated are components in building a solid relationship. Furthermore, effective communication between the dental assistant and patients are all strategic ways to “knock it out of the park” every time!
Dr. Tanya Brown founded and actively practices at The Center for Cosmetic & Restorative Dentistry in Chesapeake, VA. She works with dentists and dental teams who “Connect the Dots” to be more productive and have more fun. Contact Dr. Brown for a complimentary copy of the New Patient Call Form at [email protected], 757-819-7000, or 855-700-TEAM(8326).
Brianna Richardson is a Certified Dental Assistant (CDA). She is the Executive Assistant at The Tanya Brown Group, and founded Dental Assistant STUDY for Dental Assistants and Aspiring Dental Assistants who are preparing for Dental Assisting Exams. She can be reached at [email protected].
