Welcome to this room!

Welcome to this room! Debra Engelhardt-Nash INCREASING TREATMENT ACCEPTANCE Please relax – be comfortable. Please be responsible for your personal comfort (fluids in – fluids out) Please silence your cellular phones. PLEASE BE READY TO HAVE FUN AND LEARN!

INCREASING TREATMENT ACCEPTANCE Presented by Debra Engelhardt-Nash For South Carolina Dental Association May 3-6 2012

“THE MOST EXCITING BREAKTHROUGH OF THE 21ST CENTURY WILL OCCUR NOT BECAUSE OF TECHNOLOGY BUT BECAUSE OF AN EXPANDING CONCEPT OF WHAT IT MEANS TO BE HUMAN”

Increasing Treatment Acceptance Generic behavior Expected behavior Augmented behavior Potential behavior

Increasing Treatment AcceptanceWHERE DOES PRODUCTIVITY COME FROM? • New Patients Accepting Treatment • Revenue from Continuing Care • Patients of Record Accepting Treatment

Increasing Treatment Acceptance • Statistics Worth Monitoring • Number of new patients • Total dollar Amount for Treatment Presented • Total dollar Amount for Treatment Accepted • Average case value per new patient • Case acceptance percentage

Increasing Treatment Acceptance • Definition of ACCEPTED TREATMENT Treatment with financial arrangements made

Increasing Treatment Acceptance • AVERAGE TREATMENT PLAN Treatment diagnosed vs. Treatment accepted

WHAT YOU NEED TO KNOW • WHAT ADDITIONAL TREATMENT IS BEING ACCEPTED FROM CONTINUING CARE PATIENTS?

WHAT YOU NEED TO KNOW • HOW MANY NEW PATIENTS DO YOU NEED TO MEET GOALS?

Who Do You Serve? Can You Expand Your Market? >$5,000 $2,000-$5,000 $1,000-$2000 $1,000 Demand for Permanent Restorations

Increasing Treatment Acceptance THE MOST HIGHLY PAID SKILL IN AMERICA IS EFFECTIVE COMMUNICATION. * *US Dept of Labor

phone call office literature Awareness Reception Room TEAM consultation/exam Diagnosis Tx Acceptance Treatment Financial Arrangements PATIENTS ENTERING THE PRACTICE

Increasing Treatment Acceptance THE RELATIONSHIP WITH THE TEAM IS SO IMPORTANT…

Increasing Treatment Acceptance IT WILL EITHER ENCOURAGE OR DISCOURAGE TREATMENT.

Sustain long term growth and profitability by putting the patient in the center and create an engaging experience that drives patient loyalty and builds the dental practice.

70% OF LOST PATIENTS HIT THE ROAD NOT BECAUSE OF FEE

BUT BECAUSE THEY DIDN’T LIKE THE HUMAN SIDE OF DOING BUSINESS WITH THE PROVIDER OF THE SERVICE.

OR FELT AN ATTITUDE OF INDIFFERENCE BY THE PROVIDER OF SERVICE.

Why patients leave your practice • 1% Die • 3% Move • 5% Insurance • 9% Location Change • 14% Don’t like the dentist • 68% Attitude of indifference

CREATE OPPORTUNITIES Establish the Atmosphere… Where the genuine care and comfort of our clients is our highest mission. How Do You Demonstrate It?

Increasing Treatment Acceptance How do you inspire patients so they know you are THE OFFICE?

Increasing Treatment Acceptance • Match what they want with what you can do • Endorse the Doctor • Describe how your office systems will enhance results. • Establish a set of performance tips • Build a performance culture that differentiates the practice • Make a memorable first impression • Speak a service language; wear a service wardrobe • Hospitality First Communicate the heart and soul of the organization • Listen to understand • Create the perception of quality

Increasing Treatment Acceptance The decision to accept treatment is being made the minute the patient calls your office. Be glad they called-let them hear it in your voice.

Increasing Treatment Acceptance Create the atmosphere – (Physical and emotional) Utilize Visual Aids Body Language Pace Physicality

Closing the Patient Service Gap Experience rules as expectations rise – Patient Centric – Their needs, their preferences, attention to detail, create individual experiences. Enhanced Employee Interaction – Engaged employees = delighted patients

Tell the patient what is special about your office. Personalize it.

Increasing Treatment Acceptance EVERY STAFF MEMBER IS RESPONSIBLE FOR REINFORCING A CLEAR AND CONSISTENT PRACTICE MESSAGE.

Increasing Treatment Acceptance PATIENT HAS OPPORTUNITY TO DISCUSS CONCERNS, EXPECTATIONS BEFORE TREATMENT BEGINS

The Patient Interview • Team Introduction – Find out What They Want The Patient Speaks First • Determine how the practice can meet their needs. • Intra-oral camera / photography / visual aids • Doctor introduction • Limited exam / consultation • Diagnostics • Treatment plan • Treatment discussion / acceptance • Financial arrangements • Scheduling • Pre-operative appointment

Increasing Treatment Acceptance QUALITY TIME PROVIDE THE INFORMATON YOUR PATIENTS NEED TO CHOOSE THE TREATMENT YOU BOTH WANT.

Increasing Treatment Acceptance What Do I Present? The Full Meal Deal All or Nothing At All Baby Steps Start Small Ideal Treatment Plan – Ideal Dentistry

Make a memorable first impression • Speak a service language; wear a service wardrobe • Hospitality First Communicate the heart and soul of the organization • Listen to understand • Create the perception of quality • Match what they want with what you can do • Endorse the Doctor • Describe how your office systems will enhance results. • Establish a set of performance tips • Build a performance culture that differentiates the practice

Financial Considerations FINANCIAL ARRANGEMENTS ARE TREATED SENSITIVELY AND RESPONSIBLY

Increasing Treatment Acceptance Tips for Negotiations… _____________________________ _____________________________ _____________________________ _____________________________ ______________________________

Practice Power • Create Awareness Internal and External Marketing 4-7% Last Year’s Gross

Internet 61% Consumers Get Most of Their Information Online Other, 6.00% Newspapers and magazines, 6.10% Television, 6.10% Family and friends, 12.90% Healthcare Professional, 23.00% Source: Prospectiv Report, 2007

Increasing Treatment Acceptance • Key Components of Internet Strategy • Web Site Design • Visibility

Increasing Treatment AcceptanceExpand Your Footprint

Take advantage of technology Recorded messages on hold. Electronic greeting cards. Electronic newsletters. Smile Reminders Website – Consider hyperlinks Post FAQ’S Post Telephone Contact

Don’t know where to start? Smile Reminder can Help you! • The Tools of Social Media; • Emails • Texting • Face-Book • Twitter • You Tube • Google

Custom Email Messaging E-Newsletter Campaigns

Practice Power • Foster a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled and the practice continues to be strengthened.