Use the New Patient Interview to Boost Case Acceptance
If you want patients to accept treatment, you need to understand them. That means finding out what motivates them, what they think about their smile and what they’d like to improve. It’s not about selling dentistry; it’s about getting to know them and even partnering with them so you can better meet their needs.
When you have the same priorities as your patients, your practice’s retention and case acceptance rates will go up. Patients will feel more in control of the process and like you really “get them” – which fosters loyalty and trust. They won’t feel pressured into accepting treatment they don’t really want. Rather, they’ll gladly accept treatment that will help them meet their oral health goals.
So how can you make this happen in your practice? It all starts with the new patient interview. During this conversation, your Treatment Coordinator should not only focus on creating connections with new patients, he or she should walk away knowing exactly what their concerns and goals are.
Here are examples of a few questions to help get them talking:
• How is your smile important to your professional and personal life?
Your Treatment Coordinator should enter the answers to these questions into the patient’s electronic record. That way, you can review the responses and be prepared to discuss them during the exam. If the interview reveals they’re unhappy with their smile, ask them to point out the specific areas they’d like to change and explain why. This not only helps you quickly establish a rapport with new patients, it gives you valuable insight into their priorities and concerns.
Focus on Education
Don’t Go Overboard
The Case Presentation
Use this appointment to discuss the benefit of going forward with treatment and address any lingering concerns the patient has. If the patient doesn’t accept treatment on the spot, the coordinator should follow up in two days, prepared to offer more education and ultimately get the patient on the schedule.
Building relationships and really getting to know your patients is key to improving patient retention and case acceptance, which is why the new patient interview is so important. If patients know your priorities align with theirs, they’ll be much more comfortable accepting treatment. Tailor your treatment plans to patient wants and needs, and you’ll boost practice productivity as well as your bottom line.
Need more guidance to improve case acceptance in your practice? Feel free to give me a call and I’ll help you meet your goals.
For additional information on this topic and more, visit my blog: The Lighter Side
Interested in speaking to me about your practice concerns? Email firstname.lastname@example.org
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