12 New Patient Process Strategies

Power Thought: 

1. New Patients are the lifeblood of your practice. New patients will decide "Is this the practice for me? Are my needs being met? Do I like these people, this place, how I am treated?"

2. Your telephone skills can build or break the relationship with the new patient before they ever arrive. Learn to WOW them over the telephone with enthusiasm for their call and getting them in quickly. Use scripts or prompts and a Telephone Information Slip - ALWAYS.  

3. Set up your registration system so that new patients can complete insurance information, registration and health history online BEFORE the appointment. Many practices now require this or they move the appointment.

4. Be prepared. Gather and verify insurance coverage online BEFORE the new patient arrives.

5. A real eye-to-eye interview with the new patient to determine "what they want" before ANY clinical procedures, including x-rays is a necessary step to WOW the patient. Use these tips:

• Sit facing the patient at eye level.
• Be sure mask is off.
• Use good eye contact.
• Listen actively.
• Suspend bias, judgment and evaluation. Be open-minded.
• Ask open-ended questions.
• DO not recommend ANY treatment during the interview. Tell them you will look at that situation thoroughly.
• Look for their life situation and motivators. Motivators include: appearance, cost saving, comfort, better chewing, saving time, being dentally healthy and keeping their teeth.

6. Conduct a thorough oral exam with photos first and foremost. Hackneyed but true, "A picture IS worth a thousand words."

7. Use your technology to WOW the patient, especially electronic cavity detection, oral cancer and periodontal screening tools, digital radiographs with an electronic chart. Patients, especially the younger generation, perceives your quality through your use of technology. It is something they will talk to others about.

8. Boost treatment acceptance by 30% or more! Know your patient's DiSC© behavior style or personality profile. When you adapt your communication to meet the patient's behavior style needs, you will be more successful at treatment acceptance.

PS - This is a great training session to have for your whole team if you have never done this.

9. Present the treatment plan the same day as the exam unless:

• It is a large, extensive treatment plan and you need to consult with specialists.
• You would like to have the spouse present.
• You need to review study models and data before presenting the treatment plan.

10. Have the dentist practice the K.I.S.S. principle (Keep It Simple Sweetie) limiting his/her part to no more than 10-15 minutes to explain the treatment and then turn the consultation over to a treatment coordinator. Dentists often over-explain and lose the patient.

11. Have budget-minded payment options such as Wells Fargo™, Chase Health™ or CareCredit™. Also, offer credit card or checking account drafts for monthly payments.

12. Have a consistent referral THANK YOU Program in place. Handwritten notes are always appreciated! Send a "Care to Share Card" with the "Thank You".

Constantly "work" with your team on the new patient process to add WOW steps. Remember the largest room in the house is the ROOM FOR IMPROVEMENT.