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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!.

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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.


Increasing Treatment Acceptance

CREATE

AWARENESS

Develop External Exposure


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


HOW TO MAKE IT HAPPEN

Stage 1: First it will seem impossible.

Stage 2: Then it will become difficult.

Stage 3. Finally, with persistence , it will get done.

Stage 4. With creativity and enthusiasm it will be effective!

For related articles or

more Information:

Debra Engelhardt-Nash

[email protected]

  • 904- 3459 cell

    704 895 7660 office


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