Tuesday, April 10, 2012

The One Sentence That Makes All The Difference in Digital Case Presentation in Dentistry

A number of years ago, I had an amazing associate who worked with me. Talented, smart, funny and personable. A great diagnostician, this dentist was an overall excellent communicator. However, though every step in the digital case presentation workflow was followed, the new patients who saw this associate simply didn't schedule a lot of treatment. Worse yet, many of the patients came in for a new patient exam, never to return.

It was perplexing and a real "eye opener" for me. So, I investigated the system and tried to figure out exactly where the problem was. The images were gorgeous and the process worked of me, so why should there be a problem?

After interviewing some of the patients who never returned, I found out something very interesting.  They felt that the dentist was moral and just and that if a treatment plan was presented, it must be one that they felt very strongly about, so they would politely look for a second opinion, not wanting to offend the dentist or make them change their moral nature by "dumbing down" their proposed treatment plan.

Well, we learned from this and it was from that point on that I started every single case presentation with the same line that I teach attendees to my courses.  Before presenting any images or suggestions, I merely say "Now, remember, no matter what we discuss, I work for you, which means that if you don't like any of my suggestions, we're still friends and we can find another solution that does work for you."

The moment I started saying this to patients, you could see their tension disappear. Best of all, it was a natural extension of the entire Digital co-Diagnosis process, of which I am a strong advocate.

Start having this honest and fair discussion with your patients before presenting care and you should see amazing results.

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Best Wishes,

Please e-mail me at Glenn@KriegerContinuum.com

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