Difficult patients come in many varieties. Some are insubordinate and evasive. Others simply don’t comply with doctor’s orders or show up for appointments. However, sometimes we encounter patients who act like they were sent straight from h&%@. Difficult patients can leave you and your staff angry, empty and frustrated. But the way you handle difficult patients will define the quality of your patient experience. Not knowing how to deal with difficult patients may lead to low staff morale, low patient volume and a damaged reputation for your practice.
Have you been confused about how to use photography to help patients understand their clinical problems? Showing patients what’s going on inside their mouth is more powerful than simply telling them. Pictures can illustrate a condition that you could never accurately describe. It’s why a picture is worth a thousand words and why we strongly recommend using digital photography. Pointing to a problem area with a digital image makes any issue become immediately clear. Remember, for most patients, if it doesn’t hurt, it isn’t a problem. Showing patients a photo of their own dental issue lets them understand the need for even the most preemptive of treatment plans.
Eric Vickery will be sharing a process that will make case presentation simple and easy for anyone on the team. Focus 95% of your energy and time on what is important… and only 5% of your time on treatment discussion. Patients are so afraid the dentist will pressure them into doing something they don’t absolutely “need.” Just ask your administrator how often they here the patients say, “Oh, I was just getting ready to call you. That tooth’s not even bothering me, so I’m going to go ahead and cancel that appointment.” Eric will show you how you will know that your patients “WANT” to schedule instead of them feeling like they are scheduling just “because you said so.”
Success in every part of the patient experience depends on our ability to create a meaningful connection with the folks we are treating. From answering the phones, explaining findings of an exam, case presentation, and making financial arrangements, we depend on verbal communication to relay critical information.
Arguably, one of the most frustrating aspects of patient care is helping patients accept your treatment recommendations. In this Study Club, we will briefly address the process of case presentation and then dive into overcoming common objections.
All too often, dental offices don’t get paid for what they produce because insurance reimbursements are too low or are not properly calculated. The responsibility to collect then falls to your office, and you must send out bills.
There are proven techniques that will help you improve your patients’ acceptance of your treatment presentations. We went over the fundamentals, and then we open up the floor to learn about what works for YOU and your patients, and together we tackled the most challenging case presentation situations and discover the answer that is no-hype, no-pressure, and no-sales.
One of the most challenging tasks in the office is making financial arrangements. In fact, more treatment is lost during financial arrangements than any other place in the office. The finesse of communication is critical – knowing how to discuss treatment and financial options, knowing what is possible for the practice and the patient. This program will discuss communication skills to negotiate financial arrangements that result in a win/win – for the patient and the practice.
Debra Engelhardt-Nash has been in dentistry over 25 years. She is a trainer, author, presenter and consultant. Debra has presented workshops nationally and internationally for numerous study groups and organizations. She is repeatedly recognized by Dentistry Today as a Leader in Continuing Dental Education and a Leader in Dental Consulting.