VALUE PROPOSITION-PATIENT COMMUNICATION

DEVELOP AND STRENGTHEN PATIENT RELATIONSHIPS TO CONTINUE FORWARD

MOTION

AGENDA-PATIENT COMMUNICATION

PATIENT PROSPECTIVE

DIAGNOSTIC OBSTACLES

BEFORE COMMUNICATING CAN BEGIN

PATIENT MESSAGING

PROBING QUESTIONS

KNOWLEDGEHUB

TASKSTATUS

CHANGES RISKS

DOCUMENTS ISSUES

PATIENT PROSPECTIVE-UNAWARE

IT DOESN’T HURT

EVENTUALLY I’LL LOOSE MY TEETH

MY MOUTH DOESN’T IMPACT THE REST OF MY BODY

DIAGNOSTIC OBSTACLES

LEAVING THEIR COMFORT ZONE

FEAR OF THE UNKNOWN

THE COMFORT ZONE

THEY KNOW THEIR ROUTINE

WHAT THEY HAVE BEEN DOING ALL ALONG SEEMS TO WORK FOR THEM

THEY DON’T WANT TO LEARN ANYTHING NEW

THEIR SCHEDULE COULD BE THROWN OFF

WHAT DO CLINICIANS FEAR?

NOT BEING SURE HOW TO PRESENT SOMETHING

NOT BEING SURE IF SOMETHING WILL WORK

NOT KNOWING IF THEY ARE CAPABLE OF EXECUTING SOMETHING WELL

FEAR OF REJECTION

FEAR OF LOOSING A PATIENT

PRESENTING FEES

THINK ABOUT TAKING A TRIP TO A PLACE YOU HAVE NEVER BEEN

BEFORE, WITHOUT A MAP

YOU WON’T GET VERY FAR

WHAT NOT TO DO

BEGIN HYGIENE PROCEDURES BEFORE DENTITION EVALUATION AND EXPLAINING FINDINGS TO THE PATIENT

BEGIN HYGIENE PROCEDURES BEFORE A COMPLETE PERIODONTAL EXAMINATION

BEGIN HYGIENE PROCEDURES BEFORE TREATMENT PLAN REVIEW

NOT DISCUSSING SUSPICIOUS AREAS WITH THE PATIENT

PATIENT PROCESS

TELL THE PATIENT WHAT YOU ARE GOING TO DO

REVIEW CURRENT X-RAYS WITH YOUR PATIENT

EXPLORE EACH TOOTH SURFACE, CROWN MARGINS AND PERIODONTAL POCKET DEPTHS

SIT THE PATIENT UP

TAKE OFF YOUR MASK

START DISCUSSION

IMPLEMENTING EFFECTIVE PATIENT COMMUNICATION

IT IMPROVES TREATMENT ACCEPTANCE AND ENHANCES TREATMENT OUTCOMES

FIRST THINGS FIRST!

BELIEFS

ATTITUDES

DESIRES

BELIEF IN TREATMENT

PROPER SCREENING

TREATMENT OF FUNCTION, INFECTION, AND DISEASE

THE ABILITY TO TRANSLATE TREATMENT

ATTITUDE IS EVERYTHING

ATTITUDE IS A MAJOR FACTOR IN THE PATIENT’S ACCEPTANCE OF THEIR TREATMENT PLAN

IT IS OFTEN HOW YOU PRESENT IT

DESIRE TO ENHANCE PATIENT CARE

RADIATE SELF CONFIDENCE -IT INSPIRES TRUST

CARE -TRUST EMERGES WHEN A PATIENT FEELS THEY ARE CARED ABOUT AS A PERSON

A MUST HAVE. . . . . .

PRACTICE COHESION AND COMMON PHILOSOPHY

PRACTICE COHESION

UNDERSTAND ETIOLOGY UNDERSTAND TREATMENT MANAGING PATIENT OBJECTIONS UNDERSTANDING BILLING COLLECTION OF DATA

A

L

L

DIAGNOSE DDS

SEMANTICS

WHAT TERMINOLOGY DO YOU WANT YOUR OFFICE TO INCLUDE IN EVERY PATIENT COMMUNICATION?

INEFFECTIVE COMMUNICATION

INCONSISTENT SEMANTICS

DOCTOR, “YOU HAVE RECURRENT DECAY AND I NEED TO REPLACE THE OLD CROWN”

RDH, “YOU HAVE A CAVITY UNDER YOUR CAP AND YOU NEED A NEW ONE”

FRONT DESK, “WE NEED TO SCHEDULE FOR A BUILD UP AND A PORCELAIN CROWN”

WORD SELECTION

I - DESIRE

YOU - MAKE THE DECISION

WE - ARE HERE TO HELP

GROUP ACTIVITY

EACH GROUP WRITES DOWN RESTORATIVE TREATMENT PROCEDURES ON A LARGE PIECE OF PAPER.

THEN HANG THE POSTER BOARD AND COMPARE

FILLING RESTORATIONS

FILLING RESTORATIONS

CROWN AND BRIDGE

CROWN AND BRIDGE

CROWN AND BRIDGE

ROOT CANALS

WHAT DO YOU SEE

SEMANTICS

A FILLING, A COMPOSITE, A RESTORATION

A TOOTH COLORED FILLING, A COMPOSITE

A CROWN, A CAP, FULL COVERAGE RESTORATION

A DENTURE, A PARTIAL DENTURE, A PARTIAL

A TWO SURFACE, A MO, A MESIAL/OCCLUSAL

RESTORATIVE COMMUNICATION CONTINUES. . . .

PATIENT IS UNINFORMED OF NEED FOR TREATMENT BECAUSE:

FEAR OF REJECTION -SO THERE IS NO EDUCATION

PREJUDGING PATIENTS ABILITY TO PAY OR WILLINGNESS TO ACCEPT

NO CO-DIAGNOSIS/CO-DISCOVERY OR VISUAL AIDS USED, ETC.

INSTEAD OF. . . CONSIDER SAYING

I’M GOING TO LOOK AROUND AT YOUR TEETH

-I’M GOING TO EXPLORE EACH TOOTH AND TELL YOU WHAT I FIND

RECALL OR CHECK-UP APPOINTMENT

-CONTINUING CARE APPOINTMENT

ARE YOU BRUSHING OR FLOSSING?

-TELL ME ABOUT YOUR HOME CARE. . . . .

I’M GOING TO PROBE

-I’LL BEGIN BY MEASURE YOUR POCKETS

CONSIDER SAYING

INFECTION/ACTIVE INFECTION

DECAY/RECURRENT DECAY

ANTIBIOTICS

DIAGNOSIS

THOROUGH

LEAST INVASIVE, MOST COST EFFECTIVE

CONSIDER SAYING

THE EARLIER WE TREAT, THE BETTER THE RESULT

LET’S SCHEDULE TREATMENT BEFORE THE CONDITION GETS MORE EXTENSIVE AND MORE EXPENSIVE

YOU CAN’T AFFORD NOT TO

SIMPLIFY PATIENT MESSAGE

INFORM: “THIS IS WHAT I AM GOING TO DO”

DIAGNOSIS/CO-DIAGNOSIS: “THIS IS WHAT YOU HAVE”

TREATMENT: “THIS IS WHAT THE DOCTOR IS GOING TO DO”

KNOWLEDGE: “THIS IS WHAT I KNOW”

GROUP ACTIVITY

1. MRS. THOMAS HAS BEEN TREATMENT PLANNED FOR A CROWN ON #14, RECURRENT DECAY UNDER HISTORICAL CROWN

2. MR. PATTERSON HAS BEEN TREATMENT PLANNED FOR A BRIDGE #’S 28-30, 29 IS MISSING.

3. MR. HORTON HAS A HISTORICAL OCCLUSAL AMALGAM ON TOOTH #3 AND HAS RADIOGRAPHIC EVIDENCE OF MESIAL DECAY.

CO-DIAGNOSIS & CO-DISCOVERY

UNCOVER INFORMATION

-TO UNDERSTAND THE PATIENT’S CHALLENGES

-TO IDENTIFY THEIR NEEDS

EXECUTE STRATEGY

-TO PROVIDE SOLUTIONS AND VALUE

-TO CREATE A PARTNERSHIP

COST IS ONLY AN OBSTACLE IN THE ABSENCE OF VALUE

FUNCTION BENEFIT VALUE

THE FIVE NO’S

NO NEED

NO DESIRE

NO HURRY

NO MONEY

NO TRUST

HOW WE COMMUNICATE

Visual55%

Audio38%

Words7%

HOW WE COMMUNICATE

7% THE WORDS THAT YOU USE

38% THE TONE IN YOUR

VOICE (INFLECTION AND TONE)

55% BODY LANGUAGE

Visual55%Audio

38%

Words7%

WHEN YOU ELIMINATE BODY LANGUAGE

10% THE WORDS THAT YOU USE

90% THE TONE OF YOUR

VOICE (INFLECTION AND TONE)

90%

10%

Audio Words

REVIEW PATIENT INFORMATIONS.M.A.R.T GOALS

SPECIFIC

MEASURABLE

ACHIEVABLE

REALISTIC

TIME FRAME

THE FIRST IMPRESSION

SMILE AND HAVE ENERGY

INTRODUCE YOURSELF AND BUILD RAPPORT

USE TITLES

MIRROR YOUR PATIENTS

TOTAL OFFICE CONCEPT

BRING VALUE -WHAT YOU PROVIDE AS THEIR HYGIENIST

ALL TREATMENT PROPOSALS

PRIOR PLANNING PREVENTS POOR PERFORMANCE

HELP THE PATIENT ACHIEVE THEIR GOALS

CLARIFY AND IDENTIFY

INFLUENCE

COMMITMENT

FOLLOW-UP

ROLL PLAY ACTIVITY

AUDIO, WORDS, VISUAL

AUDIO, WORDS

ENGAGING QUESTIONS

HYPOTHETICAL QUESTIONS: GETS YOU INTO THE FUTURE

COMPARATIVE QUESTIONS:

TREATMENT NEEDS

PERSONAL NEEDS

PATIENT NEEDS

ENGAGING QUESTIONS

PRIORITIZING QUESTIONS: AS THE PATIENT, IN WHAT ORDER DO YOU PRIORITIZE YOUR TREATMENT?

EMOTIVE QUESTIONS: EMOTIONS- HOW DO YOU FEEL ABOUT THIS TREATMENT?

75%-80% OF EMOTION WILL OVERRIDE LOGIC