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ePaper created 2017-03-17, 12:41:55 | version 1.38.0
| practice management Successful communication in your daily practice Part I: Grumbling patients Author: Dr Anna Maria Yiannikos, Germany & Cyprus Imagine getting to your clinic every day and feeling confi dent that whatever happens to you, you will be able to resolve it. Resolve a problem easily—in a way that not only you will feel happy with yourself but also your patients and staff will stay loyal to you, because they will also be happy with the service and solutions you provide them! This is my gift for you today: A whole new series of the most popular and challenging scenarios that might happen at your dental practice and how you will deal with them so that your patients will leave your practice with the feeling: “My dentist is THE BEST!” How to deal with…grumbling patients? You might be one of the best dentists in your area that has all the knowledge, the experience and the latest technology. But your clients do not see that, they might not understand it. Maybe they cannot see your expertise because of the way you are dealing and communicating with them; maybe your way of com- munication is not clear enough or not at the level that some of your clients desire! Let’s start with the fi rst script: How to deal with a patient that complains just for the sake of complain- ing? In the following, I will introduce to you 5 steps of how to deal with this problem successfully and peacefully. How many times have we completed an excellent work or have we followed every step of the treatment protocol (for example whitening)? How many times have we informed our patient in detail regarding any discomfort that he or she might feel during a treat- ment? But the patient still loves to grumble: “Doc, I feel…, the bleeding is excessive…, I have such sensitivity after the whitening…” and so on. 5 steps for a successful communication Of course, in view of such a patient you might get upset, angry or frustrated; this is absolutely normal and an expected reaction. The important thing is to deal with your patients, to keep them and nothing else. Let’s investigate now the steps that we can apply to get a successful result. Step 1: Breath I know it’s hard to not get angry with grumbling patients, but let’s vision ourselves as the conductor m o c . k c o t s r e t t u h S / e g n a R i r e g G e h T © 40 laser 1 2017