{"id":1454,"date":"2019-08-26T16:46:15","date_gmt":"2019-08-26T16:46:15","guid":{"rendered":"http:\/\/dentalsuccesstoday.com\/blog\/?p=1454"},"modified":"2019-08-26T16:46:15","modified_gmt":"2019-08-26T16:46:15","slug":"avoid-this-critical-mistake-with-patient-conversations-part-1","status":"publish","type":"post","link":"https:\/\/dentalsuccesstoday.com\/blog\/avoid-this-critical-mistake-with-patient-conversations-part-1\/","title":{"rendered":"Avoid This Critical Mistake With Patient Conversations Part 1"},"content":{"rendered":"

Ah yes, sometimes we all just get ahead of ourselves and there is no place more prevalent in doing this than with Patients.<\/p>\n

I\u2019d summarize this challenge by saying two things.<\/p>\n

One we often say too much\u2026too fast.<\/p>\n

And if you think about it, the reason boils down to being busy. \u00a0The fact that there are other things to be done forces you to move on to what\u2019s and who\u2019s next.<\/p>\n

I would say without question this is the hardest part to master and it is a never-ending battle for every Doctor and Team Member.<\/p>\n

It goes deeper than just saying \u201ctwo ears, one mouth \u2013 listen more and talk less,\u201d because that isn\u2019t even always true. \u00a0Some patients need to be explained to and comforted more than others. \u00a0The only way to know that with each individual patient is to be focused on them, present with them, aware of them, and listening to them.<\/p>\n

Today, I\u2019m not just talking about \u201cslowing down,\u201d as that would be too easy. \u00a0Yes, should you, of course, but that doesn\u2019t mean necessarily the slowing down of time. \u00a0Mostly you just need better use of the time, less wasted time, and to be more purposeful.<\/p>\n

What you can\u2019t ever come across as is that you are just trying to get it done.<\/p>\n

Get off the phone.<\/p>\n

Finish the task.<\/p>\n

Complete the exam.<\/p>\n

Hurry up the cleaning.<\/p>\n

Hastily take the bite-wings or pictures.<\/p>\n

Run through the experience like a checklist.<\/p>\n

Present the treatment as if you are talking to a wall instead of creating dialogue with a person.<\/p>\n

My saying to you is always: make sure dentistry is happening WITH your patients and not to your patients.<\/p>\n

Today\u2019s Huddle is not about time management, although that is a big part of it; it\u2019s about time effectiveness. \u00a0Yet that is still not all of it. \u00a0The real point of this is to understand what is your main objective, what is the purpose of your interaction in this moment, and what is your role in your practice with this particular patient?<\/p>\n

You must know that ultimate objective with every interaction you are having. \u00a0It\u2019s never to \u2018just get it done.\u2019 \u00a0With patients specifically (and tying into our most recent discussions about \u201cselling\u201d), you must know what you are to be \u201cselling\u201d based on what you do.<\/p>\n

Here\u2019s a simple list that we\u2019ll break down a little more in the coming weeks.<\/p>\n

First, I would ask you to answer the question: what are you selling? \u00a0This is not the practice as a whole, we\u2019ve already covered that (hope, health, possibility, deserve).<\/p>\n

Specific to your role and patient process, how do you fit in and what should you be focusing on to move the patient forward?<\/p>\n

On the phone, you sell the advantages of the practice, coming in for the appointment, and, most of all, that you genuinely care and believe you can help the patient. \u00a0You are selling them on the first visit.<\/p>\n

In the pre-education materials and welcome process, you are selling the differentiation factors of the practice and you are building up the value in the patients\u2019 minds of what you do.<\/p>\n

Greeting patients, your goal is to sell comfort and friendliness.<\/p>\n

In the New Patient Interview, you are selling goals, expectations, the experience itself, the importance of comprehensive care, why it matters, and how we go about determining theirs.<\/p>\n

For clinical engagement, you have a triad of things. \u00a0You must be selling the doctor and building them up. \u00a0You are selling the patient on themselves and reinforcing their goals. \u00a0You are also bringing to life their problems and possibilities of what they deserve to have happen first by establishing the proof of what their current reality is.<\/p>\n

Our Doctors have the main objective of selling benefits and outcomes. \u00a0In addition, they are selling their own confidence to the patient that they have the appropriate and definitive solutions for them.<\/p>\n

On the backend we have our Business Team and Treatment Coordinators to further reinforce the benefits on the pathway to health. \u00a0They do have the big responsibility of selling the value of treatment is worth more than the value of their money.<\/p>\n

And every person who comes in contact with the patient should always be selling the things we have talked about over the past several weeks. \u00a0Especially remember that you must be selling urgency and timeliness on getting healthy and that no one deserves to wait to do something beneficial for themselves.<\/p>\n

Yes, every step of the way there is something to be focused on in order to move the patient forward. \u00a0And it is vitally important to not get ahead of yourself and confuse the patient by discussing things before they are ready to hear them.<\/p>\n

As we love to say and I reinforced to you last week\u2026 there is a system, a process, and an experience for a reason.<\/p>\n

Now, make sure you aren\u2019t talking too much or too little, moving too fast or too slow, and that you have clarity on what your purpose is at that moment. \u00a0Focus on that and not just \u2018getting it done\u2019 or going through the motions.<\/p>\n

Self assess now and I\u2019ll be back with some insights and helpful tips next week.<\/p>\n\"\"<\/a>\n","protected":false},"excerpt":{"rendered":"

Ah yes, sometimes we all just get ahead of ourselves and there is no place more prevalent in doing this than with Patients. I\u2019d summarize this challenge by saying two things. One we often say too much\u2026too fast. 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