Dr. Don Deems, the Dentist's Coach - Free Newsletter: Nine Steps to Being a Prized Asset to the Practice

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Nine Steps to Being a Prized Asset to the Practice
November 23, 2007

Dear Team,

Let's tell the truth. Patients are more apt to confide in you, ask you questions they won't ask anyone else, and listen to your suggestions. Perhaps they're nervous, perhaps they're unsure what's about to happen next, maybe they're scared of dentists or having dental treatment. Whatever the reason, you have a special and unique opportunity to help that patient receive the care they really want.

You have a real chance to not only be an asset to the patient, but also to me and the Practice. You have an inside track to making the patient's experience more comfortable, informative, and meaningful. In short, you can make the difference in more ways than you think possible!

1. Use the time I'm not around to get to know the patient better. Understand why they chose your Practice, what concerns they're having about receiving care, and their past experiences of receiving care, just to name a few. Patients are often more quick to confide in you because they feel you are "one of them", even though you, too, are a dental professional. Ask open-ended questions that unlock the door to get to knowing them better from a personal standpoint, such as what they like to do in their spare time, where they took their last vacation, and such, listening closely for similarities that the patient has with me. The more connections you can find between the patient and me, the more likely the patient will feel comfortable getting to know me and trusting me to complete their treatment. Tell me when I am in the room with the patient about the similarities the patient shares with me. The more connections the patient has with the me, the more likely they will be to accept my recommendations.

2. Present a professional image. How you dress, how you take care of yourself and the language that you use speaks volume about you - and our Practice. You are a reflection of what your Practice is all about, so be the professional you are! If you need dental treatment to have the smile you've always wanted, let's get it done. You can't be a spokesperson for optimal dentistry when you don't have optimal dentistry in your own mouth. Get your teeth examined and checked regularly, and take care of your dental needs immediately. Patients will look at your smile and aspire to look "just like you"!

3. Constantly be on a path of personal and professional growth. Let's talk about you attending programs that teach you about the new technologies and procedures. Once you understand them, you're more likely be able to help the patient understand benefits that new technologies and procedures may bring. On a personal level, upgrade your communication and relationship skills. Not only will you set a good example for the rest of the office, you'll be interesting to be around. Patients will find you fun and easy to talk to. You'll become highly effective and valuable in communicating and relating to patients AND your fellow Team Members!

4. Be prepared for the appointment. It doesn't go over well if the treatment or consult room isn't ready to go, or their chart hasn't been pulled, or any of a dozen other things. You'll look like a genius in the patient's eyes if everything is set up and ready to go, versus a lot of stopping and starting. Likewise, make sure you thoroughly understand the procedures that are being performed or discussed. Know them inside and out. Staying at least one step ahead of me will make the process run smoothly. If I've directed you to take radiographs, impressions, and the like, become an expert at doing them. Don't be afraid to approach me for assistance, or to ask to attend training programs. Practice whatever duties you have until they're perfect each time.

5. Understand the procedures performed by me. When I ask a patient if he/she has more questions, more often than not, the answer from the patient is no. But the truth is, they do have more questions. Pause with them in the treatment or exam room before whisking them away. Ask open-ended questions, such as "What questions do you have about what the Doctor just talked about?", or "What else can we do for you today?" Give the patient time to collect their thoughts, then answer their questions, if appropriate. If their questions do require my expertise, find me. Don't let the patient leave the Practice with unanswered questions. If they need that extra little emotional support, give it to them after making sure they do understand all aspects of their condition or the proposed/completed treatment. Remember that patients usually do not accept treatment because they don't understand why they need it, not because of money. If you can help them understand, you'll be a huge asset to the Practice.

6. Share your insights and intuition with me. Typically, I move from room to room a lot, and it's hard for me to slow down enough to listen to what your intuition is telling you. Stop me! Share with me your feelings about what's REALLY happening with the patient, but of course, not in front of the patient. If the patient is upset about treatment, DON'T let the patient leave the treatment room until the situation is resolved with my knowledge and assistance. Sometimes patients can be confused - even upset - about my discussion with them or the proposed or completed treatment. If they're left to "check out" at the front desk with concerns not fully discussed, they'll likely never come back. Don't let that happen!

7. Be able to give accurate and thorough home care instructions. I DO rely on you to help me ensure that the patients know how to care for themselves following a procedure. Many patients "zone out" or are just so relieved the procedure is over, that they're not really focused on what I'm saying. EVERY patient should be given some sort of home care instructions following treatment, even if it is a simple restoration. Know specifically everything that I want the patient to know, so that you, too, can give the patient the necessary instructions. Often after I leave the room, patients are now ready to really hear what they've already be told. And give them the extra assurance that if questions arise later, I will make myself available to answer them. Sometimes, a patient may get all the way to the "front desk" before they realize they haven't heard a word said about home care, so be ready to help out.

8. Listen to what I am telling the patient VERY CAREFULLY. Sometimes, the home care instructions are different from the normal routine. Make sure you, too, are carefully listening to what I am saying so that you don't contradict me or confuse the patient later. Use our printed home care instructions if it's appropriate, and modify them if the patient's situation is different or if I have verbally altered the instructions in any way.

9. Be a spokesperson for the Practice. As a team member, you have incredible opportunities to strengthen the relationship the patient has with the Practice. You can be one of their strongest allies in getting questions answered, and you can do more than you think in helping getting through an appointment. Look for ways to alleviate their fears, make them comfortable, and handle special needs they may have. A kind smile, a gentle touch, and a warm tone of voice can go miles in helping patients feel comfortable. Understand the treatment philosophy, vision, mission, and goals of the Practice, and be a strong supporter of the Practice. When patients really "get it" that you believe in me and the Practice, everybody wins - especially the patients.

Best of all, you'll win, too, by being a prized member of the team!

Thanks!

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