17 / 48
17
Issue 2
|
2017
|
CDA
at
W
ork
– Reprinted with permission of the ODA and
Ontario Dentist.
Trust andValueWorking Group
is a unique collaboration of provincial and national dental leaders that focuses on developing
communications strategies to promote the benefits of good oral health for all Canadians.
❘➤
Present the health benefits of having treatments and dental exams. It’s important that patients
understand that regular dental exams can prevent small problems from becoming larger more
complicated ones. Regular visits to the dental office not only help maintain dental health but can
provide valuable clues about overall health. Dentists check for oral cancer, often monitor blood
pressure and can detect throat infections by observing enlarged or swollen glands. A dentist
does so much more than just teeth.
❘➤
Walk your patients through what you are doing. During an oral exam, for instance, after a
cleaning, tell patients that you will do an examination and let them know his/her diagnosis
and about any possible treatment. Many patients may not even be aware that the procedure
is occurring unless you point it out. Use the words “examination,” and “diagnosis.” These words
distinguish us as doctors and also set us apart as the only person on the dental team who can
communicate our findings through a diagnosis.
❘➤
Discuss the diagnosis and recommended treatment plan and elaborate on alternatives and
their costs, if several options exist. Don’t forget to explain why costs may vary. Remember to
keep the language simple; talking about the “superior belly of the lateral pterygoid” won’t mean
anything to a non-dentist.
❘➤
Talk about costs before you book a procedure. No one likes surprises, and patients want to
understand upcoming treatments and know the fees. If it’s difficult to provide an exact cost,
give high and low estimates, backed up with details. Record these options in the chart. If the bill
comes in at the lower range, your patients will be pleased; if it’s in the higher range, at least they
will have been advised.
If a predetermination is required before you can commence a specific treatment plan, then send
one, complete with all X-rays properly labelled and any intraoral photos that may clarify, and
include a clear diagnosis. I always send a note of thanks to the dental consultant for taking the
time to review my treatment plan for my patient.
❘➤
Recommend necessary procedures, but practice a “watchful waiting” attitude, and avoid
“pushing” cosmetic procedures. Research shows us that when we speak to patients about
cosmetic procedures their level of trust drops.
❘➤
Do not rush through the treatment and fee discussion. Have it in a private area and try to
avoid sounding defensive. You can be empathetic, but it’s important to explain the health benefit
of the procedure. Like all of us, our patients want value for their money from someone they trust.
They need to understand that the dentist treats them— not their health benefits plan. Those
who have confidence in you as their thorough and understanding oral health doctor, will know
that a visit to your office is a critical part of maintaining good health.
a
Describe
Show
Respect
Care
Be
Open
Be
Clear
Explain