Positive Ethics: Active Pursuit of the High Ground - Louisiana Dental ...

LDA
association
Elizabeth Schmidt, C.D.A., C.D.P.M.A., E.D.D.A.
President, Louisiana Dental Assistants Association
lousiana dental assistants
In these difficult economic times, relating to our patients
is a priority. Re-evaluating our verbal communication
skills during patient interaction is critical if we want to
encourage our patients to continue their dental care and do
so in our practice.
The first phone call is the most important contact
with a patient. How does the staff member sound on the
phone? Do they welcome the patient into the practice? Do
they sound like they are genuinely happy the prospective
patient has called the practice? When the staff answers the
phone, they must be careful not to sound rushed or make
the patient feel as though the call was an interruption.
The first view into the practice through that phone call
can make a difference in whether the prospective patient
schedules an appointment and whether they show up for
the appointment. All subsequent phone calls to and from
the practice should convince the patient they made the
correct decision in selecting this practice. This is a step in
assuring the continued success of the practice and will go
far in establishing good patient retention.
Education is an integral part of patient interaction.
The staff educates the patient in oral hygiene, but how do
they get their point across? In their eagerness to have their
patients subscribe to good oral health, do they speak down
to the patient? Does the patient leave the office feeling
like they have been lectured? The tone used in trying to
educate the patient regarding their daily oral hygiene can
easily sound negative: “why don’t you floss more,” “you
don’t brush well enough,” “you don’t spend enough time
on your teeth,” or “you call these clean?” We need to
tread lightly and assure the patient we are coming from a
caring position; do not try to embarrass the patient into
compliance. Always involve the patient in their treatment
and in their education; talk to them, don’t talk at them.
When the patient needs treatment, educate them on the
value and importance of the recommended treatment. We
may have spent a lot of money on educational software,
and we make sure we provide the patient with all the
information they need to make an informed decision.
However, when the patient misses their appointment, or
does not schedule, do we say to them: “Why did you not
show up for your appointment”? “Don’t you understand
Dental Staff is an Important Part of
Maintaining the Relationship
how important that treatment is?” “Why have you not
scheduled that treatment?” We instantly terminate
communication when we speak to the patient in this
manner. If we use dental terminology that the patient does
not understand, or we impress upon them that we feel they
“don’t get it”, more than likely they will not be returning
to our practice. Whenever this happens we are limiting
the success of our practice. A better way to start a phone
call or any communication with the patient should be: “I
see that the treatment doctor recommended has not been
completed, let’s go ahead and get that scheduled, did you
have a questions about the treatment?” or “We missed
you at your last appointment do you have any questions
regarding the treatment?”
Another important aspect to consider in these troubled
times is how we can help the patient pay for their
recommended treatment. We may need to be a little more
creative, by offering more options so the patient can pay
for and receive treatment. Sears and K-mart have both
re-implemented the “lay away” plan. This is something we
can do in our practice: let the patient make payments before
the work is started. There are several companies you can
contact so your practice can offer outside financing to your
patient, or you may consider offering in-house financing.
We need to listen to our patients, let them know we are
listening, and we do this by answering their questions with
care and concern. Let’s get back to the basics, concern for
our patient, and delivering the best customer service on the
block. That is what the patient wants and will be looking
for when they consider their dental health care provider in
this time of financial uncertainty.
E.D.D.A. Lapel Pin… a great gift for your staff!
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Contact: Elizabeth Schmidt
C.D.A., E.D.D.A.
(225) 622-2639
ESCHMIDT817@aol.com
www.Ladaa.org
40 LDA Journal