What dental assistants can do to facilitate case acceptance
Treatment acceptance begins in the operatory. As it turns out, dental assistants can do plenty to help facilitate successful case acceptance.
I preach all the time that dental assistants spend more time with patients than any other team member, so we need to use that to our advantage. Patients trust us. We have more time to get to know them, listen to their needs, and make them feel comfortable.
I also preach that the more we can do, the more valuable we’ll be to the practice and to ourselves. So, learn what it takes to educate your patients about the treatment they need, and this will help increase treatment plan acceptance. I believe that having a dedicated treatment plan coordinator on the team is the best way to gain acceptance. When you work hand in hand with this person, treatment acceptance becomes smoother.
It all starts with education. The more you know, the better you can explain the treatment so that the patient understands it. Education is a confidence booster. You can’t feel confident talking about something you don’t understand. The best way to understand is to closely pay attention to what the doctor says to patients while they’re in the chair. All doctors do things a little differently. Get to know how your doctor explains treatment so you can pass that along to patients.
How to gain treatment plan acceptance from the chair
Never underestimate a patient’s buying power: People afford what they want to afford, so help patients understand why they need the treatment and how it will benefit them. Understanding the “why” will help them see the benefits of the treatment. When a patient can make a more informed decision, they become confident. Use tools such as x-rays and intraoral photographs to help you explain.
Provide support and reassurance: The patient will have a lot of questions and sometimes needs to hear things over and over to retain it all. It can be overwhelming. Listening, supporting, and reassuring patients will help build confidence in you to help them make the best decision for their oral health.
Become cross-trained: Dental assistants are often trained in insurance logistics. This may be as simple as the front office admin team communicating insurance benefits to you prior to a patient’s appointment.
Review financials in a private room: A private space is more conducive to a financial conversation that might be embarrassing for some people.
Suggest treatment: It’s been said that patients don’t know what services the practice offers if we don’t tell them. Are you recommending sealants on teeth? Teeth whitening? Home hygiene aids like a power brush or water flosser?
Make yourself available to patients: Because dental assistants spend more time with them, they’ll often call the office and ask for us. Let them know it’s OK to do this. Give them permission to call you if they have any questions. After all, you spent the time to go over the treatment, you were in the room during treatment, so you understand what they went through and how to answer their concerns.
Some things are out of our hands. It’s clearly the doctor’s or practice leader’s responsibility to create a thriving culture in the practice. What’s your mission? Do you have a positive outlook that will contribute to a positive office culture?
What about training? Doctors should not just expect their team, especially the dental assistants, to know what to do and how to do it without training; that’s a recipe for disaster. If the doctor wants the team to invest in the practice, the doctor must invest in the team. There needs to be education, support, and an open door for growth. The key to successful treatment planning lies in all these things. Never underestimate the power the team has in growing a successful practice, including the dental assistants!
