Dentaltown May 2018 - 104

When the patient expresses cost or
affordability as a barrier, it's time for
the team to better understand what
that patient means by "can't afford."

ensure the patient understands and agrees with the
benefits and consequences, so team members should feel
confident talking to patients about needed treatment.
This confidence is attained when the doctor invests
time to train the team on the most common treatments
and, during the handoff, clearly communicates the
information the team needs to have an informed
conversation with the patient. Then, a simple question
confi rms the patient's mindset and understanding.
"Mrs. Jones, do you have any questions about the
benefits of treatment as the doctor has discussed and
is this something you want for your oral health right
now?" If the answer is yes, then it's time to move to the
financial protocol. If the answer is no, there is either a
lack of understanding that must be addressed, or the
patient perceives that dentistry is expensive, especially
if they've neglected their oral health. When the patient
responds with, "No, I don't think I can afford it," the
team needs to understand that's a request for solutions
and a signal to move forward to the financial protocol.

Financial protocol
Since office collections keep the practice viable,
it is one of the essential systems in the practice. The
financial protocol should be created so the natural result
is the desired outcome. If your protocols give patients
the opportunity to pay you as they like, you will find
yourself with unhealthy accounts receivables. Your
practice offers an essential service to patients, but we
all know they would rather see a concert, buy that new
pair of shoes or write that college tuition check than
pay for dental treatment.
As you start to organize the financial area of your
practice, consider appointing a financial coordinator

104

MAY 2018 // dentaltown.com

and let them know the monthly collection goal is 98
percent of office production. As you create the financial
system, you'll need to write and train your team on
the following:
A financial policy.
Payment options.
Verbal skills for presenting fees.
How to send statements.
How to enter charges and make adjustments.
How to close out the day and prepare deposits.
How to handle past due accounts
Software.
When the patient expresses cost or affordability
as a barrier, it's time for the team to better understand
what that patient means by "can't afford" by asking,
"Mrs. Jones, I understand that dentistry is an investment
in you and your long-term oral health. When you say
'can't afford,' are you more concerned with the total
cost or how to fit paying for care into your other family
financial priorities?"
For many, it's often a budget issue, not a cost problem.
If that's the case and the patient replies, "Fitting it into
my budget," then confirm the patient wants a solution by
asking, "If I could give you a way that you could afford
to do your dental work, would you be glad about that?"
Patients will almost always say yes to that question.
It's important to have the payment policy in place
and in writing to help ensure consistency in the practice.
Patients should be able to choose how to pay for the
dental services offered. Everyone's situation is different.
So, the ideal payment policy would take patients'
differing financial responsibilities and priorities into
consideration and provide a variety (not too many, which


http://www.dentaltown.com

Table of Contents for the Digital Edition of Dentaltown May 2018

On Dentaltown.com
Howard Speaks: The 'Retail Therapy' Experience
Professional Courtesy: Golf
CE Update
Live CE Events: Travel and Learn
Industry News
New Products
Poll
Message Board: What Are Some Good Jokes With Patients?
Message Board: Adult Pulpotomy... The Seal is the Deal
I Hate Class III Composites
Product Profile: Access Crown
Service Profile: Officite
Product Profile: C-Series Carbides
Office Visit: Dr. Adam Inaba
Special Section: Do Good 2018
The Best Cure
Behavior Management
Ad Index
Bulk-Fill Materials
Boost Your Treatment Acceptance
Boon or Bust?
Dentally Incorrect
Dentaltown May 2018 - Intro
Dentaltown May 2018 - Cover1
Dentaltown May 2018 - Cover2
Dentaltown May 2018 - 1
Dentaltown May 2018 - 2
Dentaltown May 2018 - 3
Dentaltown May 2018 - 4
Dentaltown May 2018 - 5
Dentaltown May 2018 - 6
Dentaltown May 2018 - 7
Dentaltown May 2018 - 8
Dentaltown May 2018 - 9
Dentaltown May 2018 - On Dentaltown.com
Dentaltown May 2018 - 11
Dentaltown May 2018 - Howard Speaks: The 'Retail Therapy' Experience
Dentaltown May 2018 - 13
Dentaltown May 2018 - 14
Dentaltown May 2018 - 15
Dentaltown May 2018 - Professional Courtesy: Golf
Dentaltown May 2018 - 17
Dentaltown May 2018 - CE Update
Dentaltown May 2018 - 19
Dentaltown May 2018 - 20
Dentaltown May 2018 - 21
Dentaltown May 2018 - Live CE Events: Travel and Learn
Dentaltown May 2018 - 23
Dentaltown May 2018 - Industry News
Dentaltown May 2018 - 25
Dentaltown May 2018 - New Products
Dentaltown May 2018 - 27
Dentaltown May 2018 - Poll
Dentaltown May 2018 - 29
Dentaltown May 2018 - 30
Dentaltown May 2018 - 31
Dentaltown May 2018 - Message Board: What Are Some Good Jokes With Patients?
Dentaltown May 2018 - 33
Dentaltown May 2018 - 34
Dentaltown May 2018 - 35
Dentaltown May 2018 - 36
Dentaltown May 2018 - 37
Dentaltown May 2018 - 38
Dentaltown May 2018 - 39
Dentaltown May 2018 - Message Board: Adult Pulpotomy... The Seal is the Deal
Dentaltown May 2018 - 41
Dentaltown May 2018 - 42
Dentaltown May 2018 - 43
Dentaltown May 2018 - 44
Dentaltown May 2018 - 45
Dentaltown May 2018 - I Hate Class III Composites
Dentaltown May 2018 - 47
Dentaltown May 2018 - 48
Dentaltown May 2018 - 49
Dentaltown May 2018 - 50
Dentaltown May 2018 - 51
Dentaltown May 2018 - 52
Dentaltown May 2018 - 53
Dentaltown May 2018 - Product Profile: Access Crown
Dentaltown May 2018 - 55
Dentaltown May 2018 - Service Profile: Officite
Dentaltown May 2018 - 57
Dentaltown May 2018 - Product Profile: C-Series Carbides
Dentaltown May 2018 - 59
Dentaltown May 2018 - Office Visit: Dr. Adam Inaba
Dentaltown May 2018 - 61
Dentaltown May 2018 - 62
Dentaltown May 2018 - 63
Dentaltown May 2018 - 64
Dentaltown May 2018 - 65
Dentaltown May 2018 - 66
Dentaltown May 2018 - 67
Dentaltown May 2018 - 68
Dentaltown May 2018 - 69
Dentaltown May 2018 - 70
Dentaltown May 2018 - 71
Dentaltown May 2018 - Special Section: Do Good 2018
Dentaltown May 2018 - 73
Dentaltown May 2018 - 74
Dentaltown May 2018 - 75
Dentaltown May 2018 - 76
Dentaltown May 2018 - 77
Dentaltown May 2018 - 78
Dentaltown May 2018 - 79
Dentaltown May 2018 - 80
Dentaltown May 2018 - 81
Dentaltown May 2018 - 82
Dentaltown May 2018 - 83
Dentaltown May 2018 - 84
Dentaltown May 2018 - 85
Dentaltown May 2018 - 86
Dentaltown May 2018 - 87
Dentaltown May 2018 - The Best Cure
Dentaltown May 2018 - 89
Dentaltown May 2018 - Behavior Management
Dentaltown May 2018 - 91
Dentaltown May 2018 - Ad Index
Dentaltown May 2018 - 93
Dentaltown May 2018 - Bulk-Fill Materials
Dentaltown May 2018 - 95
Dentaltown May 2018 - 96
Dentaltown May 2018 - 97
Dentaltown May 2018 - 98
Dentaltown May 2018 - 99
Dentaltown May 2018 - 100
Dentaltown May 2018 - 101
Dentaltown May 2018 - Boost Your Treatment Acceptance
Dentaltown May 2018 - 103
Dentaltown May 2018 - 104
Dentaltown May 2018 - 105
Dentaltown May 2018 - Boon or Bust?
Dentaltown May 2018 - 107
Dentaltown May 2018 - Dentally Incorrect
Dentaltown May 2018 - Cover3
Dentaltown May 2018 - Cover4
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