Dental teams provide a tremendous resource for patient education and care. However, sometimes we can be our own worst enemy when it comes to case presentation and acceptance. It can be disheartening when patients fail to schedule the treatment we know they need.
Dr. Pete Dawson said, “Reasonable people will find a way to do the recommended treatment if they understand the implications.” This statement is absolutely true, and it leads us to share several tips for avoiding the mistakes that dental teams often make with case presentations.
The first common mistake that dental teams make is making assumptions. Assumptions are never a good thing. Assuming what they want, or what they can afford is a poor way to start. We should ask each patient what they want, and take the time to listen. You may be surprised that when given the choice and proper information, patients will typically choose the BEST option. All you have to do is ask them!
The second common mistake that dental teams make is failing to build a relationship with patients first. From first contact, building rapport and helping the patient to know, like and trust you is key to a long and lasting relationship. Again, asking questions, and always keeping the patient's best interest as your top priority, you will be amazed at how much your case acceptance improves.
The third reason why patients fail to say “yes” to treatment is that they are overwhelmed or confused. A confused mind never says yes. Understanding your patient’s dental IQ and speaking in terms they understand is key to knowing the value of and saying yes to the treatment plan. We have all seen a patient’s eyes glaze over while listening to the wealth of knowledge pouring from the doctor, and as soon as the doctor leaves the room the patient turns to the dental assistant or hygienist and says, “What did he just say?” or “What would you do?”
Informed consent is important, but it can be carried to an extreme. While some patients need more details and information than others, the majority of patients only want to hear how it will benefit them. As Dr. Tanya Brown says: “Remember the KISS principle — Keep It Simple Smarty!”
Dr. Brown also suggests a mistake often made by dental teams is failing to remove barriers to treatment for patients. A great internal marketing project for a team meeting is to walk through your office and look for barriers to patients saying “yes” to treatment, and remove them. If you follow the motto “Make it easy for patients to do business with you,” you will have increased case acceptance.
Article revised from article from our friends at DentistryIQ
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