Dentaltown December 2017 - 48

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some of it has nothing to do with "dentistry." That is what we overlook sometimes.
Patients want to fix what is broken or what is causing them pain. They have a hard time seeing
the need for something that could be a problem in the future. So, it is our job to educate them.
We use a consult room, which I always recommend. This gets the patient out of the clinical
setting (which can be stressful for some) and offers some privacy so they can be comfortable
asking questions or voicing concerns. Whether you present in the op or in a separate area, the
doctor needs to be sitting at the patient's level and speaking with him or her face to face. This
should be a conversation, not a lecture. No gloves, no mask, and instruments out of the way.
Using X-rays, pictures and models is also helpful. Have someone else in the room. This person
can step in and ask questions if it seems something may not be clear and they can translate
things into "nondental" terms if necessary.
Being prepared with insurance information is also important. You want to be able to give
your patients the most accurate estimate of costs, so there aren't any surprises.
I believe that communicating to your patients that your focus is on them and keeping their
mouths healthy is what works. They need to know that all treatment that is presented is necessary and that you, and everyone else in your office, are there to help them.
Hope this helps. Good luck. ■
10/21/2017

calltrackerroi
Member Since: 04/16/13
Post: 18 of 40

To answer your question more specifically, the path begins by doing everything you can to
build a relationship with that patient. Find out what they truly value, their biggest obstacles to
getting the dental care they need, and motivating action as they reprioritize their dental need
in their life to make it a "want"-all the while choosing it every step of the way. The majority
of people pay for what they want, not what they need. You and your team can help set the stage
for more "yes." ■
10/22/2017

paulcaselle
Member Since: 11/04/00
Post: 19 of 40

Find out what they want. Address that first, then go on from there. Establish rapport with patient.
Use intraoral photos to illustrate the problem. They can't buy the solution until they recognize the
problem and understand what it means to them. Break up the treatment plan into small parts, starting with immediate needs. Most can understand why they need a crown, etc., but you need to help
them make it affordable. Monthly installments are how people buy things today, so using CareCredit
is a way. Once you answer patient objections to treatment, you will get acceptance. ■
10/22/2017

imaginarydave
Member Since: 05/13/09
Post: 20 of 40

How about we start with the fact that you believe it is "your treatment plan"? Ain't no way I
am saying yes to anything until it is my treatment plan. (The doctor side of me is always baffled
by this question, by the way.) ■
10/22/2017

lynne
Member Since: 03/28/02
Post: 21 of 40

People do not want to pay for what they need. However, they can always find the money for
what they want. There is little in dentistry that is a true need, outside of cancer, pain or infection
treatment. The rest is all optional to a patient, regardless of how you see it.
They don't want what they need, but they need what they want. ■
10/22/2017

Ciara MacMahon
Member Since: 04/02/16
Post: 33 of 40

Two things you can connect the treatment plan to:
1. Their goals. Ask them about their goals for their oral health-what's important to them about

DECEMBER 2017 // dentaltown.com

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