Effective communication with patients is a necessity in any successful dental practice. Every interaction counts towards patient satisfaction and loyalty, from handling inquiries over the phone to addressing clinical concerns. However, being a confident communicator doesn’t come naturally to everyone. That’s where the mantra “practice makes perfect” comes into play. As leaders, we must equip […]
Category Archives: Patient Communication
What is the difference between a satisfied customer and a raving fan? A customer is defined as “a recipient of a good service, product or idea”, whereas a “raving fan” is defined by Ken Blanchard himself as “a customer who is so overwhelmed and floored by the customer service they’ve received that they can’t stop […]
Does this sound familiar?
“Why is Dentistry so expensive!”
“Can I get a discount on my treatment?”
“Wow, that’s a lot – I guess I’m paying for the Dentists new car huh!”
“My neighbour had a crown from the place down the road, and
it only cost them $800!”
Do you have the rejected dentist syndrome? Edited and updated on October 15, 2020. When we ask dentists the question “if we looked into the mouths of everyone in the population, would we see more under-treatment or over-treatment?”. The resounding answer is generally “under-treatment”. If that is indeed true, it is valuable to explore […]
Think for a moment about somebody you really trust. It might be a family member or close friend. It might be a professional person such as a doctor or an accountant. Whoever it is, it is likely that you have some sort of history with that person. Over time you have observed them in action […]
Ever have this experience? You thought the appointment went really well; the patient was listening, they were smiling, they were nodding, they accepted treatment. You thought they went to the front desk and made an appointment, only to find out later that they didn’t. Or worse still, they made the appointment, but failed to attend. […]
Edited and updated on October 15, 2020. When dentists offer treatment options, they do so with the patient’s optimum oral health in mind. It seems logical that a person should choose the best option as determined by their health professional. Even though there is a cost differential, it should make sense if it is the […]
Most patients aren’t really concerned about their missing tooth. It’s long gone and there’s no pain. But as dentists, we know that it’s effects are causing more problems. So, we recommend a bridge or an implant. When we tell our patient “I recommend an implant” what is their typical response? “How much is that going […]
Every now and again a new way of thinking causes a paradigm shift in our society. We’ve seen this in technology over the past 25 years. Encyclopedias, typewriters, DVDs have been replaced by google search, text messages, and Netflix. What used to be ‘normal’ is now no longer useful. What used to be impossible is […]
When diagnosing as a dentist, there is always the chance of a backlash from patients where they could react negatively. Sometimes it is about the price, and other times it is because they didn’t realise what is actually happening in their mouth. There are also larger risks; patients posting negative reviews online, or seeking litigation […]
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