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Wednesday, March 14, 2012

Case Acceptance is a Team "Sport" Not an Individual "Event."


Case Acceptance is a Team "Sport" Not an Individual "Event."

By: Debra Quarles


This is Part Four of a series of six articles designed to get your practice working efficiently and effectively in 2011. The following tips will help you maximize every patient encounter.

Case acceptance starts the moment a patient enters your practice. It is your job to make them feel comfortable. Many of you might think this is about bottles of water, coffee or cushy seats, but really, the best way to make your patient comfortable is by assessing their communication style and using it to give them the information they truly need to make a decision.

There are basically four different communication styles. In determining their style, first ask yourself how do they speak? Then determine whether they are asking questions or just listening. Once you have this information you are ready.

People who:

Speak: Loud and Fast

&

Ask Questions

They want to know:

Time, Money & End Result

You should be: Direct

People who:

Speak Loud and Fast

&

Listen

They want to know:

How it will look?

You should be: Enthusiastic

People who:

Speak Soft and Slow

&

Ask A Lot of Questions

They want to know:

Will the treatment affect function?

You should be: Thorough

People who:

Speak Soft and Slow

&

Listen

They want to know:

Will the treatment hurt?

You should be: Comforting


Understanding a patient's communication style and mirroring it while providing the information most desired, creates an atmosphere of trust and a feeling of being understood. It is a great place to start.

If you would like more information, please contact us at info.saltdpm.com

Join us on facebook: http://www.facebook.com/SaltDentalPracticeManagement.

This article was originally published by Tri-County Dental Society Bulletin




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