Don’t let your patients leave your office satisfied!
Satisfied is not enough. Make them leave you ENTHUSIASTIC, and eager to tell the first person they see about their great experience.
At the end of each dental visit a closure is needed to leave your patient with a WOW! feeling. A five part, one minute DEBRIEFING.
Such a communication, while the patient is still in the treatment room will produce the following benefits:
- enhance the patient’s dental I.Q.,
- result in a higher treatment acceptance,
- demonstrate to the patient the importance of the next visit,
- minimize cancellations,
- increase respect for the professionalism of the Team,
- create better patient health.
THE FIVE ELEMENTS OF A DEBRIEFING
and some scripting suggestions
[The scripting examples are just some starting points and can certainly be customized to your style and comfort.]
(One example)
1. WHAT WAS DONE TODAY: “Today we did a complete exam. We took a lot of measurements and recordings.”
2. WHAT TO EXPECT FROM TODAY’S VISIT: “I will sit down and dedicate some uninterrupted time to study these results. Then I’ll develop a course of treatment.
2. WHAT TO EXPECT FROM TODAY’S VISIT: “I will sit down and dedicate some uninterrupted time to study these results. Then I’ll develop a course of treatment.
3. WHAT WILL BE DONE AT THE NEXT VISIT: “At that time I’ll present you with a plan of treatment that will be based on your needs and on the desires you told me about. I need to see you back in a week to ten days and we’ll review my findings. At that time we’ll also give you costs and alternatives for payment.”
4. WHY IT IS IMPORTANT FOR THE PATIENT TO RETURN: “This plan is only effective at this time. Conditions in the mouth change rapidly, etc.” “If we let this situation continue past that time……………can happen.”
4. WHY IT IS IMPORTANT FOR THE PATIENT TO RETURN: “This plan is only effective at this time. Conditions in the mouth change rapidly, etc.” “If we let this situation continue past that time……………can happen.”
5. “WHAT QUESTIONS DO YOU HAVE TODAY?” [We need to be certain that the patient is not leaving with any questions.]
Add some words of encouragement and enthusiasm: “I feel good about what we can do for you. I’m excited about getting started on this. Next visit I’ll show you some great results we had in other cases just like this, and what your results will look like.”
Another example
1. WHAT WAS DONE TODAY: “Today we shaped three teeth for your cosmetic porcelain bridge. We took impressions and a lot of measurements and recordings. We placed temporary crowns on those teeth”
2. WHAT TO EXPECT FROM TODAY’S VISIT: “When the anesthetic wears off in a few hours, you may have a little tenderness. Here are some written post-treatment instructions.”
2. WHAT TO EXPECT FROM TODAY’S VISIT: “When the anesthetic wears off in a few hours, you may have a little tenderness. Here are some written post-treatment instructions.”
3. WHAT WILL BE DONE AT THE NEXT VISIT: “In your next visit I will try in your finished bridge, and if everything is perfect I will cement it in place.”
4. WHY IT IS IMPORTANT FOR THE PATIENT TO RETURN: “We’ll make you an appointment for 2 weeks from now.” “If the bridge is completed before your next appointment, may we call you to come in sooner?” “Conditions in the mouth change rapidly and we don’t want the teeth to shift, etc.”
5. “WHAT QUESTIONS DO YOU HAVE TODAY?” [We need to be certain that the patient is not leaving with any questions.]
This debriefing can be done at the end of every dental visit. The patient can receive this closure from the dentist, the chairside assistant, and the administrative coordinator, each in his or her own style. The objective is to have every patient leave the office ENTHUSIASTIC, and eager to tell the first person they see about their great dental office experiences.
