Dentaltown September 2017 - 88
You can make small and simple one-degree changes
that can yield huge results for your practice and
significantly affect the overall health of your patients.
I?" it is helpful to, in addition to educating,
focus on communicating the "why." They
want the "why" before the "what."
A one-degree change would be to start
the treatment conversation with why the
care benefits the patient or helps her achieve
her personal oral health goals.
"Mrs. Jones, you told me you want to
keep your teeth for life, and we want to help
you avoid pain and what could be a larger
financial investment in the future. While
you may not be experiencing discomfort,
our hygienist showed me a tooth that had
her concerned. As you can see in this image,
there is a crack in your back right molar,
which means this tooth will eventually break
if it's not treated. I am recommending a
crown be placed on this tooth."
"Can I?"
Once patients understand how treatment
will benefit them, then they seek to overcome
any barriers to care. Often the barrier is cost.
Patients may feel like they have to choose
between dentistry and other financial wants
and needs such as furniture, appliances, home
improvement, fitness equipment or sporting
goods (like a new set of clubs).
The practice may subjectively choose the
payment options it offers patients, meaning it
waits until the patient hesitates or is ready to
walk out the door before sharing all available
choices, such as a health-care credit card.
If patients feel they must find their own
88
SEPTEMBER 2017 // dentaltown.com
financial solutions-especially if the cost of
care is more than a few hundred dollars-they
may consider delaying or declining care and
walk out the door to "think about it."
Here's a common exchange that could
lead to the patient leaving without accepting
treatment.
"Mrs. Jones, your out-of-pocket investment is $750. How would you like to pay for
that? We accept cash, checks and credit cards."
"Well, I need to think about it and discuss
it with my husband."
A one-degree change would be to make
sure patients understand all payment options,
so they can choose what works best without
having to admit that cost is a concern or to
ask for financial help.
Here's a one-degree change in the dialogue
that could mean the difference in a patient
accepting treatment.
"Mrs. Jones, we want to do everything
possible for you to be able to get the care the
doctor is recommending. That's why we have
several payment options available to you. Of
course, we accept cash, checks and credit cards.
And because many of our patients would
like a little more time to pay, we also accept a
health-care credit card. May I tell you more
about any of these options?"
"Will I?"
Patients may believe in the value of
dentistry and have the time and finances to
move forward with care, but still choose to
Continued on p. 90
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Table of Contents for the Digital Edition of Dentaltown September 2017
Dentaltown September 2017 - Intro
Dentaltown September 2017 - Cover1
Dentaltown September 2017 - Cover2
Dentaltown September 2017 - 1
Dentaltown September 2017 - 2
Dentaltown September 2017 - 3
Dentaltown September 2017 - 4
Dentaltown September 2017 - 5
Dentaltown September 2017 - 6
Dentaltown September 2017 - 7
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Dentaltown September 2017 - Cover3
Dentaltown September 2017 - Cover4
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