View
1.346
Download
0
Category
Preview:
Citation preview
VALUE PROPOSITION-PATIENT COMMUNICATION
DEVELOP AND STRENGTHEN PATIENT RELATIONSHIPS TO CONTINUE FORWARD
MOTION
AGENDA-PATIENT COMMUNICATION
PATIENT PROSPECTIVE
DIAGNOSTIC OBSTACLES
BEFORE COMMUNICATING CAN BEGIN
PATIENT MESSAGING
PROBING QUESTIONS
KNOWLEDGEHUB
TASKSTATUS
CHANGES RISKS
DOCUMENTS ISSUES
PATIENT PROSPECTIVE-UNAWARE
IT DOESN’T HURT
EVENTUALLY I’LL LOOSE MY TEETH
MY MOUTH DOESN’T IMPACT THE REST OF MY BODY
DIAGNOSTIC OBSTACLES
LEAVING THEIR COMFORT ZONE
FEAR OF THE UNKNOWN
THE COMFORT ZONE
THEY KNOW THEIR ROUTINE
WHAT THEY HAVE BEEN DOING ALL ALONG SEEMS TO WORK FOR THEM
THEY DON’T WANT TO LEARN ANYTHING NEW
THEIR SCHEDULE COULD BE THROWN OFF
WHAT DO CLINICIANS FEAR?
NOT BEING SURE HOW TO PRESENT SOMETHING
NOT BEING SURE IF SOMETHING WILL WORK
NOT KNOWING IF THEY ARE CAPABLE OF EXECUTING SOMETHING WELL
FEAR OF REJECTION
FEAR OF LOOSING A PATIENT
PRESENTING FEES
THINK ABOUT TAKING A TRIP TO A PLACE YOU HAVE NEVER BEEN
BEFORE, WITHOUT A MAP
YOU WON’T GET VERY FAR
WHAT NOT TO DO
BEGIN HYGIENE PROCEDURES BEFORE DENTITION EVALUATION AND EXPLAINING FINDINGS TO THE PATIENT
BEGIN HYGIENE PROCEDURES BEFORE A COMPLETE PERIODONTAL EXAMINATION
BEGIN HYGIENE PROCEDURES BEFORE TREATMENT PLAN REVIEW
NOT DISCUSSING SUSPICIOUS AREAS WITH THE PATIENT
PATIENT PROCESS
TELL THE PATIENT WHAT YOU ARE GOING TO DO
REVIEW CURRENT X-RAYS WITH YOUR PATIENT
EXPLORE EACH TOOTH SURFACE, CROWN MARGINS AND PERIODONTAL POCKET DEPTHS
SIT THE PATIENT UP
TAKE OFF YOUR MASK
START DISCUSSION
IMPLEMENTING EFFECTIVE PATIENT COMMUNICATION
IT IMPROVES TREATMENT ACCEPTANCE AND ENHANCES TREATMENT OUTCOMES
FIRST THINGS FIRST!
BELIEFS
ATTITUDES
DESIRES
BELIEF IN TREATMENT
PROPER SCREENING
TREATMENT OF FUNCTION, INFECTION, AND DISEASE
THE ABILITY TO TRANSLATE TREATMENT
ATTITUDE IS EVERYTHING
ATTITUDE IS A MAJOR FACTOR IN THE PATIENT’S ACCEPTANCE OF THEIR TREATMENT PLAN
IT IS OFTEN HOW YOU PRESENT IT
DESIRE TO ENHANCE PATIENT CARE
RADIATE SELF CONFIDENCE -IT INSPIRES TRUST
CARE -TRUST EMERGES WHEN A PATIENT FEELS THEY ARE CARED ABOUT AS A PERSON
A MUST HAVE. . . . . .
PRACTICE COHESION AND COMMON PHILOSOPHY
PRACTICE COHESION
UNDERSTAND ETIOLOGY UNDERSTAND TREATMENT MANAGING PATIENT OBJECTIONS UNDERSTANDING BILLING COLLECTION OF DATA
A
L
L
DIAGNOSE DDS
SEMANTICS
WHAT TERMINOLOGY DO YOU WANT YOUR OFFICE TO INCLUDE IN EVERY PATIENT COMMUNICATION?
INEFFECTIVE COMMUNICATION
INCONSISTENT SEMANTICS
DOCTOR, “YOU HAVE RECURRENT DECAY AND I NEED TO REPLACE THE OLD CROWN”
RDH, “YOU HAVE A CAVITY UNDER YOUR CAP AND YOU NEED A NEW ONE”
FRONT DESK, “WE NEED TO SCHEDULE FOR A BUILD UP AND A PORCELAIN CROWN”
WORD SELECTION
I - DESIRE
YOU - MAKE THE DECISION
WE - ARE HERE TO HELP
GROUP ACTIVITY
EACH GROUP WRITES DOWN RESTORATIVE TREATMENT PROCEDURES ON A LARGE PIECE OF PAPER.
THEN HANG THE POSTER BOARD AND COMPARE
FILLING RESTORATIONS
FILLING RESTORATIONS
CROWN AND BRIDGE
CROWN AND BRIDGE
CROWN AND BRIDGE
ROOT CANALS
WHAT DO YOU SEE
SEMANTICS
A FILLING, A COMPOSITE, A RESTORATION
A TOOTH COLORED FILLING, A COMPOSITE
A CROWN, A CAP, FULL COVERAGE RESTORATION
A DENTURE, A PARTIAL DENTURE, A PARTIAL
A TWO SURFACE, A MO, A MESIAL/OCCLUSAL
RESTORATIVE COMMUNICATION CONTINUES. . . .
PATIENT IS UNINFORMED OF NEED FOR TREATMENT BECAUSE:
FEAR OF REJECTION -SO THERE IS NO EDUCATION
PREJUDGING PATIENTS ABILITY TO PAY OR WILLINGNESS TO ACCEPT
NO CO-DIAGNOSIS/CO-DISCOVERY OR VISUAL AIDS USED, ETC.
INSTEAD OF. . . CONSIDER SAYING
I’M GOING TO LOOK AROUND AT YOUR TEETH
-I’M GOING TO EXPLORE EACH TOOTH AND TELL YOU WHAT I FIND
RECALL OR CHECK-UP APPOINTMENT
-CONTINUING CARE APPOINTMENT
ARE YOU BRUSHING OR FLOSSING?
-TELL ME ABOUT YOUR HOME CARE. . . . .
I’M GOING TO PROBE
-I’LL BEGIN BY MEASURE YOUR POCKETS
CONSIDER SAYING
INFECTION/ACTIVE INFECTION
DECAY/RECURRENT DECAY
ANTIBIOTICS
DIAGNOSIS
THOROUGH
LEAST INVASIVE, MOST COST EFFECTIVE
CONSIDER SAYING
THE EARLIER WE TREAT, THE BETTER THE RESULT
LET’S SCHEDULE TREATMENT BEFORE THE CONDITION GETS MORE EXTENSIVE AND MORE EXPENSIVE
YOU CAN’T AFFORD NOT TO
SIMPLIFY PATIENT MESSAGE
INFORM: “THIS IS WHAT I AM GOING TO DO”
DIAGNOSIS/CO-DIAGNOSIS: “THIS IS WHAT YOU HAVE”
TREATMENT: “THIS IS WHAT THE DOCTOR IS GOING TO DO”
KNOWLEDGE: “THIS IS WHAT I KNOW”
GROUP ACTIVITY
1. MRS. THOMAS HAS BEEN TREATMENT PLANNED FOR A CROWN ON #14, RECURRENT DECAY UNDER HISTORICAL CROWN
2. MR. PATTERSON HAS BEEN TREATMENT PLANNED FOR A BRIDGE #’S 28-30, 29 IS MISSING.
3. MR. HORTON HAS A HISTORICAL OCCLUSAL AMALGAM ON TOOTH #3 AND HAS RADIOGRAPHIC EVIDENCE OF MESIAL DECAY.
CO-DIAGNOSIS & CO-DISCOVERY
UNCOVER INFORMATION
-TO UNDERSTAND THE PATIENT’S CHALLENGES
-TO IDENTIFY THEIR NEEDS
EXECUTE STRATEGY
-TO PROVIDE SOLUTIONS AND VALUE
-TO CREATE A PARTNERSHIP
COST IS ONLY AN OBSTACLE IN THE ABSENCE OF VALUE
FUNCTION BENEFIT VALUE
THE FIVE NO’S
NO NEED
NO DESIRE
NO HURRY
NO MONEY
NO TRUST
HOW WE COMMUNICATE
Visual55%
Audio38%
Words7%
HOW WE COMMUNICATE
7% THE WORDS THAT YOU USE
38% THE TONE IN YOUR
VOICE (INFLECTION AND TONE)
55% BODY LANGUAGE
Visual55%Audio
38%
Words7%
WHEN YOU ELIMINATE BODY LANGUAGE
10% THE WORDS THAT YOU USE
90% THE TONE OF YOUR
VOICE (INFLECTION AND TONE)
90%
10%
Audio Words
REVIEW PATIENT INFORMATIONS.M.A.R.T GOALS
SPECIFIC
MEASURABLE
ACHIEVABLE
REALISTIC
TIME FRAME
THE FIRST IMPRESSION
SMILE AND HAVE ENERGY
INTRODUCE YOURSELF AND BUILD RAPPORT
USE TITLES
MIRROR YOUR PATIENTS
TOTAL OFFICE CONCEPT
BRING VALUE -WHAT YOU PROVIDE AS THEIR HYGIENIST
ALL TREATMENT PROPOSALS
PRIOR PLANNING PREVENTS POOR PERFORMANCE
HELP THE PATIENT ACHIEVE THEIR GOALS
CLARIFY AND IDENTIFY
INFLUENCE
COMMITMENT
FOLLOW-UP
ROLL PLAY ACTIVITY
AUDIO, WORDS, VISUAL
AUDIO, WORDS
ENGAGING QUESTIONS
HYPOTHETICAL QUESTIONS: GETS YOU INTO THE FUTURE
COMPARATIVE QUESTIONS:
TREATMENT NEEDS
PERSONAL NEEDS
PATIENT NEEDS
ENGAGING QUESTIONS
PRIORITIZING QUESTIONS: AS THE PATIENT, IN WHAT ORDER DO YOU PRIORITIZE YOUR TREATMENT?
EMOTIVE QUESTIONS: EMOTIONS- HOW DO YOU FEEL ABOUT THIS TREATMENT?
75%-80% OF EMOTION WILL OVERRIDE LOGIC
Recommended