You might wonder why I title this “Being More Purposeful With Patient Interactions” and yet I’m talking about everything BUT patients at the moment.
You understand that communication is everything. In fact, it’s the only thing that defines the “interactions” with your patients. The big problem is when you think of communication only as spoken words.
Communication is so much more than that. The tools available to you to use to be more purposeful with your patient interactions are many. They all culminate together to build a truly comprehensive and unique experience for your patients.
Last week, I said this about preparation: when done right, it makes all the difference. Well I double down on that statement when it comes to “communication” because it will create the entire perception of what patients remember, what they value, and ultimately what dentistry they decide to do.
Purposeful in phone calls.
Purposeful in pre-appointment materials.
Purposeful in an online experience.
Purposeful in the interview and the exam.
Purposeful in the treatment presentation.
Purposeful in the follow-up.
To be “purposeful” is to have a point, a mission, a purpose. Just as important, is your ability to CONVEY that purpose to other people. You have to have buy in and indoctrination with your team and certainly bring your patients on board with your “purpose.”
However “purposeful” action goes beyond just your purpose and it goes to being more deliberate with what you do.
I used preparation as the foundation for this last week because to prepare is to be ready for something in an effective and well managed way. But before you can even prepare you have to define what we are preparing for. What does success look like? You have to ask that question as it relates to your “purpose” and your goals; which then allows you to be PURPOSEFUL with your actions.
If you were to state your goals right now…
For the year financially
For your practice as a whole
For your clinical philosophy
For your team
For your patients
All of these together would allow us to create a DAILY FOCUS (talked about on Monday in our Weekly Huddles) as to what needs to be accomplished in order to make all of those other things happen.
You see, this should serve as your compass and point you in the direction of what Purposeful Patient Interaction looks like. It’s not just looking them in the eyes, listening and asking questions. But that is part of it.
It’s not just training so your team is competent and confident. But that is part of it.
It’s not just great Triangles of Trust that are well orchestrated and practiced so no patient (and treatment) gets left behind. But that’s part of it.
It’s not just about having checks and balances to make sure every single team member (including yourself) has their KEY priorities and most valuable “purposes” within their position defined. But that’s part of it.
My point is: you can’t break apart and compartmentalize this thing called PURPOSEFUL INTERACTIONS. It is all encompassing for everything you do and every part of what your team and your patients engages with.
My challenge for you today is very simple and perhaps the most significant thing that I could ever ask you to do…
Walk through every aspect of your patient experience from your perspective, from your patients’ and from your team’s in order to assess whether it represents YOUR PURPOSE.
Does it express to your patients what and how you would define YOUR PRACTICE? Is it telling them and guiding them on how they could be a good patient for you and for themselves?
Finally, this week, after reviewing your patient experience you must review your TEAM experience. Yes I said your team experience. Your training, interviewing, onboarding, integrating, etc.
There should be an experience for your team. If you want them to know your purpose then you have to start there. That ought to give you a lot of food for thought.
Next week: A VERY BIG ANNOUNCEMENT! Maybe the one I’m most excited about and proud of ever!
In the meantime, please commit to action and decide to be more purposeful WITH EVERYTHING and EVERY PART of your Practice. It will make all the difference.
