By Carrie Webber, Owner, The Jameson Group I have had many opportunities over the years to ask dental profession-als what their top goals, obstacles and needs are for improvement when it comes to increasing case acceptance in their practices. Above and beyond all other goals and obstacles, the most frequently requested information is almost always on the topic of improving verbal skills. The most frequently asked questions are: What can I say differently when discussing the financial responsibilities or the treat-ment to get a better result? All of these frequently asked questions point directly to one thing: The Patient Experience. Within the patient experience, there are what I call “Pivotal Patient Touch Points” that are key moments of communication with a patient that either build up or diminish the patient’s perception of their experience with you. By focus-ing on these touch points, you are able to build what we at Jameson call the Four Pillars of a Healthy Patient-Practice Partnership -the pillars on which your future with that patient is built. The four pillars of a healthy patient-practice partnership are 1) Trust, 2) Need, 3) Urgency, and 4) Value. If you have patients not staying active in your practice, not keeping their scheduled appointments, not saying yes to treatment -chances How do I overcome the objec-tions the patient has without being too “salesy”? are, these four areas of relationship with your patients and their engagement with their dental care are in need of attention. It is through the Pivotal Patient Touch Points that you will be able to build these pillars for stronger patient relationships and, ultimately, improved treatment acceptance. There are many touch points in a patient’s experience with your prac-tice, but for a general practice, the key touch points are those that move the patient through the appointment. Pivotal Patient Touch Points: What are things we can do or say to not only help patients say yes to treatment or to an appointment but to also show up and actually keep their appointment? The telephone call The appointment confirmation The patient’s initial greeting upon arrival What do I do when the patient doesn’t want to do more than insurance will cover? The seating in the clinical area The education around today’s appointment The appointment itself 20 Summer 2024 JAOS
Journal of the American Orthodontic Society Summer 2024: Page 20
