6. 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
7. 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
8. THINK ABOUT TAKING A TRIP TO A
PLACE YOU HAVE NEVER BEEN
BEFORE, WITHOUT A MAP
YOU WON’T GET VERY FAR
9. 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
10. 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
11. IMPLEMENTING EFFECTIVE
PATIENT COMMUNICATION
IT IMPROVES TREATMENT ACCEPTANCE AND ENHANCES
TREATMENT OUTCOMES
13. BELIEF IN TREATMENT
PROPER SCREENING
TREATMENT OF FUNCTION, INFECTION, AND DISEASE
THE ABILITY TO TRANSLATE TREATMENT
14. ATTITUDE IS EVERYTHING
ATTITUDE IS A MAJOR FACTOR IN THE PATIENT’S
ACCEPTANCE OF THEIR TREATMENT PLAN
IT IS OFTEN HOW YOU PRESENT IT
15. 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
16. A MUST HAVE. . . . . .
PRACTICE COHESION AND COMMON PHILOSOPHY
17. PRACTICE COHESION
A
UNDERSTAND ETIOLOGY
UNDERSTAND TREATMENT
MANAGING PATIENT OBJECTIONS L
UNDERSTANDING BILLING
COLLECTION OF DATA
L
DIAGNOSE DDS
19. 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”
29. 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
30. 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.
31. 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
33. 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
34. 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”
35. 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.
36. 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
37. COST IS ONLY AN OBSTACLE IN
THE ABSENCE OF VALUE
FUNCTION BENEFIT VALUE
38. THE FIVE NO’S
NO NEED
NO DESIRE
NO HURRY
NO MONEY
NO TRUST
43. 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
44. ALL TREATMENT PROPOSALS
PRIOR PLANNING PREVENTS POOR PERFORMANCE
HELP THE PATIENT ACHIEVE THEIR GOALS
CLARIFY AND IDENTIFY
INFLUENCE
COMMITMENT
FOLLOW-UP
47. 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
