Welcome to this room!

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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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INCREASING TREATMENT ACCEPTANCE

• Presented by Debra Engelhardt-Nash
• For South Carolina Dental Association
• May 3-6 2012

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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
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Increasing Treatment Acceptance

• Generic behavior
• Expected behavior
• Augmented behavior
• Potential behavior

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Increasing Treatment AcceptanceWHERE DOES
PRODUCTIVITY COME FROM?

• New Patients Accepting Treatment
• Revenue from Continuing Care
• Patients of Record Accepting Treatment

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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

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Increasing Treatment Acceptance

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

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Increasing Treatment Acceptance

• AVERAGE TREATMENT PLAN
• Treatment diagnosed vs. Treatment accepted

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WHAT YOU NEED TO KNOW

• WHAT ADDITIONAL TREATMENT IS BEING ACCEPTED FROM
  CONTINUING CARE PATIENTS?

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WHAT YOU NEED TO KNOW

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

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Who Do You Serve? Can You Expand Your Market?
gt5,000
2,000-5,000
1,000-2000
1,000
Demand for Permanent Restorations
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Increasing Treatment Acceptance

• THE MOST HIGHLY PAID SKILL IN AMERICA IS
  EFFECTIVE COMMUNICATION.
• US Dept of Labor

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

• THE RELATIONSHIP WITH THE TEAM IS SO IMPORTANT

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Increasing Treatment Acceptance

• IT WILL EITHER
• ENCOURAGE
• OR
• DISCOURAGE
• TREATMENT.

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• 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.

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

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• BUT BECAUSE THEY DIDNT LIKE THE HUMAN SIDE
  OF DOING BUSINESS WITH THE PROVIDER OF THE
  SERVICE.

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OR FELT AN ATTITUDE OF INDIFFERENCE BY
THE PROVIDER OF SERVICE.
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Why patients leave your practice

• 1 Die
• 3 Move
• 5 Insurance
• 9 Location Change
• 14 Dont like the dentist
• 68 Attitude of indifference

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

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Increasing Treatment Acceptance

• How do you inspire patients so they know you are
• THE
• OFFICE?
• 
  
  

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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

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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.

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Increasing Treatment Acceptance

• Create the atmosphere
• (Physical and emotional)
• Utilize Visual Aids
• Body Language
• Pace
• Physicality

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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

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

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Increasing Treatment Acceptance

• EVERY STAFF MEMBER IS RESPONSIBLE FOR REINFORCING
  A CLEAR AND CONSISTENT PRACTICE MESSAGE.

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Increasing Treatment Acceptance

• PATIENT HAS OPPORTUNITY TO DISCUSS CONCERNS,
  EXPECTATIONS BEFORE TREATMENT BEGINS

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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

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Increasing Treatment Acceptance

• QUALITY TIME
• PROVIDE
• THE INFORMATON YOUR PATIENTS NEED TO CHOOSE THE
  TREATMENT YOU BOTH WANT.

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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

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• 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

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Financial Considerations

• FINANCIAL ARRANGEMENTS ARE TREATED SENSITIVELY
  AND RESPONSIBLY

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Increasing Treatment Acceptance

• Tips for Negotiations
• _____________________________
• _____________________________
• _____________________________
• _____________________________
• ______________________________

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Practice Power

• Create Awareness
• Internal and External Marketing
• 4-7 Last Years Gross

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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
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Increasing Treatment Acceptance

• Key Components of Internet Strategy
• Web Site Design
• Visibility

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Increasing Treatment AcceptanceExpand Your
Footprint
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Take advantage of technology

• Recorded messages on hold.
• Electronic greeting cards.
• Electronic newsletters.
• Smile Reminders
• Website
• Consider hyperlinks
• Post FAQS
• Post Telephone Contact

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Dont know where to start?
Smile Reminder can Help you!

• The Tools of Social Media
• Emails
• Texting
• Face-Book
• Twitter
• You Tube
• Google

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Custom Email Messaging
E-Newsletter Campaigns
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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.

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Increasing Treatment Acceptance

• CREATE
• AWARENESS
• Develop External Exposure

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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
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Increasing Treatment Acceptance

• Key Components of Internet Strategy
• Web Site Design
• Visibility

47
Increasing Treatment AcceptanceExpand Your
Footprint
48
Take advantage of technology

• Recorded messages on hold.
• Electronic greeting cards.
• Electronic newsletters.
• Smile Reminders
• Website
• Consider hyperlinks
• Post FAQS
• Post Telephone Contact

49
Dont know where to start?
Smile Reminder can Help you!

• The Tools of Social Media
• Emails
• Texting
• Face-Book
• Twitter
• You Tube
• Google

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HOW TO MAKE IT HAPPEN

• For related articles or
• more Information
• Debra Engelhardt-Nash
• rdnash_at_aol.com
• 904- 3459 cell
• 704 895 7660 office

• 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!