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.
When a patient calls or comes in for an appointment you want to know your team will have the absolute perfect choreographed performance to work efficiently and flawlessly to get the patient handled and back out the door… PITStop Perfection, it’s all in the team training.
Excellent customer service (or “patient service” if you prefer) is fundamental to providing an All-Star Patient Experience. And it isn’t just the patient that benefits. Join us as we explore the role of service in working with patients and how it benefits the team.
Success with patients requires the right environment, and one critical part of the environment is the office culture. This ambiguous buzzword can be difficult to measure, but its impact on your practice is significant. When you have a culture where there is a passion for providing an amazing patient experience, you will have established an office with a focus on productivity and success.
The first part of the presentation will be focused on office philosophy. Office philosophy is the foundation on which your practice is built, and it is an essential part of outstanding growth and success. The second part of the presentation will be focused on how we use the concepts that All-Star Dental Academy teaches in the GREAT Call Process, and how those concepts apply to the entire patient experience.
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.
We all like to think that the customer or patient is always right. But the most successful practices make the emotional and financial well-being of the team their top priority. We will be talking about strategies to keep your team a top priority, how that provides a positive ROI, and how the investment in your team allows you to leverage your time and build your practice, and have a life.
Dr. Todd Snyder, DDS, AAACD, is a successful practice owner, cosmetic dentist, author, and international lecturer. Dr Snyder offers a lot on many levels to not only his patients but also his colleagues around the world.
One factor for success with your patients is how you and your team present yourself.
Start simply! Beginning with your team’s physical presentation is easy and powerful. And you have control. Your image informs your patients about who you are and what kind of experience they will have.