Dental Practice Management: Communication Secret Revealed
http://www.setthestageforsuccess.com/articles/9811/1/Dental-Practice-Management-Communication-Secret-Revealed/Page1.html
Anthony Vultaggio
Anthony Vultaggio is the author of, "Who Said That and Why You Should Care
". He's the founder and president of Life Strategies Business Consulting, founding board member for SEAN (Stop Elder Abuse Now), marketing consultant for the RightDentalGroup.com dentists, and a sought-after speaker on healthcare marketing and success strategies.By Anthony Vultaggio
Published on 03/11/2011
If you don't get the proper information from every person that calls your dental practice to make an appointment, you are taking a huge risk. In fact, you might never actually see the potential patient that just called.
In a survey of 1000 consumers, 25% of the respondents said they stopped seeing their dentist due to communication problems.
Most dentists are quick to say, "But I talk to my patients all the time, my communication with them is great!"
The reality, however, is that communication is a two-way street. It does not mean just talking, but LISTENING. As an example, I was at the dentist this morning and had just begun a prophy when I was forced to endure grape flavored prophy paste...AGAIN! Now, I have been going to the same dental office for the last 4 years, and every time I experience this little bit of discomfort. I am not a big fan of these "flavored" pastes at all, and prefer either the regular mint, or the No Flavor paste. (Who taste tests these anyway?)
I let the office know this every time I'm there, and yet every time I go in it seems I have to tell them again. And, usually I'm the one left with a bad taste in my mouth.
Being in the industry, I know there are places in the practice management software, or special "alert" stickers that can be placed on a file. These are usually reserved to alert the dentist to any allergies, or special conditions. In other words, the best interest of the practice.
In this case, there is no alert sticker, note in my file, or even a yellow sticky note alerting the hygienist to my request for flavorless paste. It is almost as if my likes/needs have not been documented for sake of practice efficiency. All it takes in this instance is a little extra step from the hygienist or dentist (who also noted my flavor choice aloud) to write this in or on my patient file, or make a note in the fancy computer system, and next time I won't be surprised by the newest sensation in flavored prophy paste.
It's small things like this that make people leave the dentist. You may have done your cleaning and checkup to perfection, but when I taste grape in my mouth by surprise, that is what I (the patient) will note.
So, when communicating with your patients, make sure the patient gets a chance to talk, and make sure you take the opportunity to listen so you don't leave them with a bad taste in their mouth.
Action-To-Take Tip: Implement a system that allows for easy documentation of your patients' needs, as well as their likes and dislikes. Put a small piece of paper on the front of each patient's file. Even if the paper remains blank, at least it is there for you to be able to quickly jot down any comments that the patient may make regarding their satisfaction or dissatisfaction with your processes.
Want to know how to grow your practice without spending a dime? Visit RightDentalGroup.com or call 1.877.804.8484 ... Be sure to tell them Anthony V. from Set The Stage for Success sent you!
Most dentists are quick to say, "But I talk to my patients all the time, my communication with them is great!"
The reality, however, is that communication is a two-way street. It does not mean just talking, but LISTENING. As an example, I was at the dentist this morning and had just begun a prophy when I was forced to endure grape flavored prophy paste...AGAIN! Now, I have been going to the same dental office for the last 4 years, and every time I experience this little bit of discomfort. I am not a big fan of these "flavored" pastes at all, and prefer either the regular mint, or the No Flavor paste. (Who taste tests these anyway?)
I let the office know this every time I'm there, and yet every time I go in it seems I have to tell them again. And, usually I'm the one left with a bad taste in my mouth.
Being in the industry, I know there are places in the practice management software, or special "alert" stickers that can be placed on a file. These are usually reserved to alert the dentist to any allergies, or special conditions. In other words, the best interest of the practice.
In this case, there is no alert sticker, note in my file, or even a yellow sticky note alerting the hygienist to my request for flavorless paste. It is almost as if my likes/needs have not been documented for sake of practice efficiency. All it takes in this instance is a little extra step from the hygienist or dentist (who also noted my flavor choice aloud) to write this in or on my patient file, or make a note in the fancy computer system, and next time I won't be surprised by the newest sensation in flavored prophy paste.
It's small things like this that make people leave the dentist. You may have done your cleaning and checkup to perfection, but when I taste grape in my mouth by surprise, that is what I (the patient) will note.
So, when communicating with your patients, make sure the patient gets a chance to talk, and make sure you take the opportunity to listen so you don't leave them with a bad taste in their mouth.
Action-To-Take Tip: Implement a system that allows for easy documentation of your patients' needs, as well as their likes and dislikes. Put a small piece of paper on the front of each patient's file. Even if the paper remains blank, at least it is there for you to be able to quickly jot down any comments that the patient may make regarding their satisfaction or dissatisfaction with your processes.
Want to know how to grow your practice without spending a dime? Visit RightDentalGroup.com or call 1.877.804.8484 ... Be sure to tell them Anthony V. from Set The Stage for Success sent you!