Building Patient Trust

BUILDING

PATIENT

TRUST.

Helping your patients regain their natural smile.

Created & Developed by

Matt Swenson / Your Dental Edge.com

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The days of ―blind‖ patient trust are gone!

Patient communication isn’t a ―necessary evil,‖ it’s an important investment in the future of your practice – As well as the key to building patient trust.


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PASSION IS CONTAGIOUS! – Gary Zelesky / ―America’s Passion Expert‖

Passion is something you would do

even if you didn’t get paid a dime.

―

― Helping your patients regain their natural smile.

• Whether it’s in your personal or professional life, passion fosters

productivity, profitability, pleasure … And, trust!

• At home tonight, create a list of 25 things that ignite you, things that

match the above definition of passion … Embrace those passions every day!

• As quickly as you can, write down the first three passions of yours,

that pop into your head.

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You can’t have success without trust. The word trust

embodies almost everything you can strive for that will

help you succeed. You tell me any human relationship

that works without trust, whether it’s a marriage or a

friendship or a social interaction …

SUCCESS & TRUST – JIM BURKE / FORMER CEO-CHAIRMAN AT JOHNSON & JOHNSON

... in the long run, the same thing is

true about business, especially

businesses that deal with the public.

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THE ECONOMICS OF TRUST – STEPHEN M.R. COVEY / ―THE SPEED OF TRUST‖

• A cynical person may maintain that trust is merely a ―nicety.‖ But, Covey

proves that trust has economic drivers to it.

• Covey’s formula is based on trust’s two key outcomes—speed and cost.

When trust goes down, speed also goes down, and costs go up.

TRUST = SPEED COST

TRUST = SPEED COST

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• Covey maintains that trust is a function of two things: character

AND competence. Character includes integrity, motive, and intent.

Competence includes capabilities, skills, results, and history.

• However, I have seen one additional key function to trust in

our industry… Understanding, through education.

TRUST’S FUNCTIONS – STEPHEN M.R. COVEY / ―THE SPEED OF TRUST‖

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SHIFTING TRUST

TRUST

SEE

Paradigm Shift

SPEAK

Language Shift

TEACH

Understanding Shift

BEHAVE

Behavior Shift

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The best time to plant a tree was

twenty years ago…

PLANTING TREES – CHINESE PROVERB

... The second best time is today.

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• Duchenne (a French neurologist) identified that there are 100 muscles

involved in producing facial gestures—including 10 muscles that produce

the 18 facial gestures categorized as smiles.

• It has been observed that a ―true‖ smile lights up one’s face, and

there is physiological truth to this. When you grin, the muscles

surrounding your eyes are activated, giving your eyes

the appearance that they are twinkling.

WHAT’S BEHIND YOUR SMILE?

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• When you smile, you are kinesthetically sculpting your face. You are

building your cheekbones that outline your smile.

• Scientific evidence shows that smiling triggers chemicals that act as natural

mood elevators. These chemicals make us feel better, elevate

our attitude, and bring joy.

• The best reason of all to smile?

The simple act of smiling at someone often

elicits a smile in return.

WHAT’S BEHIND YOUR SMILE?

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• Think about the power of a smile … Songs are written about smiles;

Photographers urge you to ―smile‖ for the camera; Adults are turned into

fools trying to get babies smile – Smiles are contagious!

• ―Your smile is one of the greatest attributes and assets you posses – and,

it’s free. All you have to do is use it every minute of every day.‖ Why?

• It displays ―positive‖ without saying a word.

• It shows your warmth & happiness.

• It externally shares your internal feelings.

• It shows you are open.

• It shows you are confident.

• It sets the tone before any word is spoken.

LEAD WITH A SMILE – Jeffrey Gittomer / ―Little Gold Book of Yes Attitude‖

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• To help your patients reach a decision that is good for them.

GOAL OF PATIENT CARE

HOW?

• Put your patient at ease; take the fear out of dentistry.

• Ask better questions and listen. ―Seek first to understand,

then be understood.‖

• Educate your patients in an effort to build understanding.

• Give your patients choices; let them self-discover the value

of the care being offered.

• Give hope; it’s never too late to have a perfect smile.

• ―Yes! We can do that!‖

• Let your patients know they are appreciated.

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• It is important to recognize that when it comes to dental procedures, often

the most problematic things aren’t going on inside your patient’s mouth–

but inside his/her head.

• Patient fear of the dental office is normal. It is estimated that there

are 150 million Americans who avoid the dental office due to fear.

Often, this fear is based on untrue information passed on by family

and friends, who share age-old stories of dental care, that’s no longer

the standard.

• Often dental fear or ―phobias‖ create self-fulfilling

dental prophecies. Which, over time contribute to

the gradual deterioration of patients’ oral health.

SEEK FIRST TO UNDERSTAND

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• What is a patient’s options after tooth loss or extraction?

1. Nothing, leave space open.

2. Nothing, leave space open with ridge preservation.

3. Crown & bridge restoration of space.

4. Crown & bridge restoration of space with ridge preservation.

5. Placement of dental implant (which helps preserve the ridge).

THEN BE UNDERSTOOD

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• Number one response by patients when treatment plan costs

are presented … ―That seems expensive!‖

• How do you respond?

• Number two response by patients when treatment plan costs

are presented … ―Is it covered by insurance?‖

• How do you respond?

KEYS TO BEING UNDERSTOOD

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• Remember, not one patient is the same, teach each patient individually.

• Learn what is important to your patient. Understand his/her needs

and concerns. Align your care options and show value in each.

• Be a consultative care provider, not a sales person. But, don’t discuss

financial aspects until your patient understands each care option.

• You are the ―expert.‖ But, speak in terms and at a level that your

patient can understand.

• Give your full attention ,

when your patient is talking to you.

• Create hope for your patient.

KEYS TO BUILDING TRUST

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Why are some practices more successful than others? Successful practices communicate well with their patients ... And build patient trust.


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BOOKS TO CONSIDER

“Smile and the world will smile back.”

Documents

Building Patient Trust