Value Proposition -Patient Communication

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  • Value Proposition -Patient Communication

    1. 1. VALUE PROPOSITION- PATIENT COMMUNICATION DEVELOP AND STRENGTHEN PATIENT RELATIONSHIPS TO CONTINUE FORWARD MOTION
    2. 2. AGENDA-PATIENT COMMUNICATION PATIENT PROSPECTIVE DIAGNOSTIC OBSTACLES BEFORE COMMUNICATING CAN BEGIN PATIENT MESSAGING PROBING QUESTIONS
    3. 3. TASK STATUS CHANGES RISKS KNOWLEDGE HUB DOCUMENTS ISSUES
    4. 4. PATIENT PROSPECTIVE-UNAWARE IT DOESN’T HURT EVENTUALLY I’LL LOOSE MY TEETH MY MOUTH DOESN’T IMPACT THE REST OF MY BODY
    5. 5. DIAGNOSTIC OBSTACLES LEAVING THEIR COMFORT ZONE FEAR OF THE UNKNOWN
    6. 6. THE COMFORT ZONE THEY KNOW THEIR ROUTINE WHAT THEY HAVE BEEN DOING ALL ALONG SEEMS TO WORK FOR THEM THEY DON’T WANT TO LEARN ANYTHING NEW THEIR SCHEDULE COULD BE THROWN OFF
    7. 7. WHAT DO CLINICIANS FEAR? NOT BEING SURE HOW TO PRESENT SOMETHING NOT BEING SURE IF SOMETHING WILL WORK NOT KNOWING IF THEY ARE CAPABLE OF EXECUTING SOMETHING WELL FEAR OF REJECTION FEAR OF LOOSING A PATIENT PRESENTING FEES
    8. 8. THINK ABOUT TAKING A TRIP TO A PLACE YOU HAVE NEVER BEEN BEFORE, WITHOUT A MAP YOU WON’T GET VERY FAR
    9. 9. WHAT NOT TO DO BEGIN HYGIENE PROCEDURES BEFORE DENTITION EVALUATION AND EXPLAINING FINDINGS TO THE PATIENT BEGIN HYGIENE PROCEDURES BEFORE A COMPLETE PERIODONTAL EXAMINATION BEGIN HYGIENE PROCEDURES BEFORE TREATMENT PLAN REVIEW NOT DISCUSSING SUSPICIOUS AREAS WITH THE PATIENT
    10. 10. PATIENT PROCESS TELL THE PATIENT WHAT YOU ARE GOING TO DO REVIEW CURRENT X-RAYS WITH YOUR PATIENT EXPLORE EACH TOOTH SURFACE, CROWN MARGINS AND PERIODONTAL POCKET DEPTHS SIT THE PATIENT UP TAKE OFF YOUR MASK START DISCUSSION
    11. 11. IMPLEMENTING EFFECTIVE PATIENT COMMUNICATION IT IMPROVES TREATMENT ACCEPTANCE AND ENHANCES TREATMENT OUTCOMES
    12. 12. FIRST THINGS FIRST! BELIEFS ATTITUDES DESIRES
    13. 13. BELIEF IN TREATMENT PROPER SCREENING TREATMENT OF FUNCTION, INFECTION, AND DISEASE THE ABILITY TO TRANSLATE TREATMENT
    14. 14. ATTITUDE IS EVERYTHING ATTITUDE IS A MAJOR FACTOR IN THE PATIENT’S ACCEPTANCE OF THEIR TREATMENT PLAN IT IS OFTEN HOW YOU PRESENT IT
    15. 15. DESIRE TO ENHANCE PATIENT CARE RADIATE SELF CONFIDENCE -IT INSPIRES TRUST CARE -TRUST EMERGES WHEN A PATIENT FEELS THEY ARE CARED ABOUT AS A PERSON
    16. 16. A MUST HAVE. . . . . . PRACTICE COHESION AND COMMON PHILOSOPHY
    17. 17. PRACTICE COHESION A UNDERSTAND ETIOLOGY UNDERSTAND TREATMENT MANAGING PATIENT OBJECTIONS L UNDERSTANDING BILLING COLLECTION OF DATA L DIAGNOSE DDS
    18. 18. SEMANTICS WHAT TERMINOLOGY DO YOU WANT YOUR OFFICE TO INCLUDE IN EVERY PATIENT COMMUNICATION?
    19. 19. INEFFECTIVE COMMUNICATION INCONSISTENT SEMANTICS DOCTOR, “YOU HAVE RECURRENT DECAY AND I NEED TO REPLACE THE OLD CROWN” RDH, “YOU HAVE A CAVITY UNDER YOUR CAP AND YOU NEED A NEW ONE” FRONT DESK, “WE NEED TO SCHEDULE FOR A BUILD UP AND A PORCELAIN CROWN”
    20. 20. WORD SELECTION I - DESIRE YOU - MAKE THE DECISION WE - ARE HERE TO HELP
    21. 21. GROUP ACTIVITY EACH GROUP WRITES DOWN RESTORATIVE TREATMENT PROCEDURES ON A LARGE PIECE OF PAPER. THEN HANG THE POSTER BOARD AND COMPARE
    22. 22. FILLING RESTORATIONS
    23. 23. FILLING RESTORATIONS
    24. 24. CROWN AND BRIDGE
    25. 25. CROWN AND BRIDGE
    26. 26. CROWN AND BRIDGE
    27. 27. ROOT CANALS
    28. 28. WHAT DO YOU SEE
    29. 29. SEMANTICS A FILLING, A COMPOSITE, A RESTORATION A TOOTH COLORED FILLING, A COMPOSITE A CROWN, A CAP, FULL COVERAGE RESTORATION A DENTURE, A PARTIAL DENTURE, A PARTIAL A TWO SURFACE, A MO, A MESIAL/OCCLUSAL
    30. 30. RESTORATIVE COMMUNICATION CONTINUES. . . . PATIENT IS UNINFORMED OF NEED FOR TREATMENT BECAUSE: FEAR OF REJECTION -SO THERE IS NO EDUCATION PREJUDGING PATIENTS ABILITY TO PAY OR WILLINGNESS TO ACCEPT NO CO-DIAGNOSIS/CO-DISCOVERY OR VISUAL AIDS USED, ETC.
    31. 31. INSTEAD OF. . . CONSIDER SAYING I’M GOING TO LOOK AROUND AT YOUR TEETH -I’M GOING TO EXPLORE EACH TOOTH AND TELL YOU WHAT I FIND RECALL OR CHECK-UP APPOINTMENT -CONTINUING CARE APPOINTMENT ARE YOU BRUSHING OR FLOSSING? -TELL ME ABOUT YOUR HOME CARE. . . . . I’M GOING TO PROBE -I’LL BEGIN BY MEASURE YOUR POCKETS
    32. 32. CONSIDER SAYING INFECTION/ACTIVE INFECTION DECAY/RECURRENT DECAY ANTIBIOTICS DIAGNOSIS THOROUGH LEAST INVASIVE, MOST COST EFFECTIVE
    33. 33. CONSIDER SAYING THE EARLIER WE TREAT, THE BETTER THE RESULT LET’S SCHEDULE TREATMENT BEFORE THE CONDITION GETS MORE EXTENSIVE AND MORE EXPENSIVE YOU CAN’T AFFORD NOT TO
    34. 34. SIMPLIFY PATIENT MESSAGE INFORM: “THIS IS WHAT I AM GOING TO DO” DIAGNOSIS/CO-DIAGNOSIS: “THIS IS WHAT YOU HAVE” TREATMENT: “THIS IS WHAT THE DOCTOR IS GOING TO DO” KNOWLEDGE: “THIS IS WHAT I KNOW”
    35. 35. GROUP ACTIVITY 1. MRS. THOMAS HAS BEEN TREATMENT PLANNED FOR A CROWN ON #14, RECURRENT DECAY UNDER HISTORICAL CROWN 2. MR. PATTERSON HAS BEEN TREATMENT PLANNED FOR A BRIDGE #’S 28-30, 29 IS MISSING. 3. MR. HORTON HAS A HISTORICAL OCCLUSAL AMALGAM ON TOOTH #3 AND HAS RADIOGRAPHIC EVIDENCE OF MESIAL DECAY.
    36. 36. CO-DIAGNOSIS & CO-DISCOVERY UNCOVER INFORMATION -TO UNDERSTAND THE PATIENT’S CHALLENGES -TO IDENTIFY THEIR NEEDS EXECUTE STRATEGY -TO PROVIDE SOLUTIONS AND VALUE -TO CREATE A PARTNERSHIP
    37. 37. COST IS ONLY AN OBSTACLE IN THE ABSENCE OF VALUE FUNCTION BENEFIT VALUE
    38. 38. THE FIVE NO’S NO NEED NO DESIRE NO HURRY NO MONEY NO TRUST
    39. 39. HOW WE COMMUNICATE Words 7% Visual 55% Audio 38%
    40. 40. HOW WE COMMUNICATE 7% THE WORDS THAT YOU USE Words 7% 38% THE TONE IN YOUR Visual Audio VOICE (INFLECTION AND 55% 38% TONE) 55% BODY LANGUAGE
    41. 41. WHEN YOU ELIMINATE BODY LANGUAGE 10% THE WORDS THAT 10% YOU USE 90% THE TONE OF YOUR VOICE (INFLECTION AND 90% TONE) Audio Words
    42. 42. REVIEW PATIENT INFORMATION S.M.A.R.T GOALS SPECIFIC MEASURABLE ACHIEVABLE REALISTIC TIME FRAME
    43. 43. THE FIRST IMPRESSION SMILE AND HAVE ENERGY INTRODUCE YOURSELF AND BUILD RAPPORT USE TITLES MIRROR YOUR PATIENTS TOTAL OFFICE CONCEPT BRING VALUE -WHAT YOU PROVIDE AS THEIR HYGIENIST
    44. 44. ALL TREATMENT PROPOSALS PRIOR PLANNING PREVENTS POOR PERFORMANCE HELP THE PATIENT ACHIEVE THEIR GOALS CLARIFY AND IDENTIFY INFLUENCE COMMITMENT FOLLOW-UP
    45. 45. ROLL PLAY ACTIVITY AUDIO, WORDS, VISUAL AUDIO, WORDS
    46. 46. ENGAGING QUESTIONS HYPOTHETICAL QUESTIONS: GETS YOU INTO THE FUTURE COMPARATIVE QUESTIONS: TREATMENT NEEDS PERSONAL NEEDS PATIENT NEEDS
    47. 47. ENGAGING QUESTIONS PRIORITIZING QUESTIONS: AS THE PATIENT, IN WHAT ORDER DO YOU PRIORITIZE YOUR TREATMENT? EMOTIVE QUESTIONS: EMOTIONS- HOW DO YOU FEEL ABOUT THIS TREATMENT? 75%-80% OF EMOTION WILL OVERRIDE LOGIC

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