Please activate JavaScript!
Please install Adobe Flash Player, click here for download
ePaper created 2017-11-24, 11:00:53 | version 1.38.0
communication practice management | 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 of an orchestra: We are responsible to guide them all in the path that we desire. Step 2: Listen What is the real problem? Maybe the patient just wants to be listened at and pampered a little bit? Or she wants her ‘problem’ to be resolved by giving her something back (see Step 3). Of course, she has nothing to complain about, everything is normal and expected, but you will never say that to her! Step 3: Act accordingly Give your patient something so that she will feel that her problem is acknowledged and that it will be resolved immediately by you—her trusted doctor! This could be an advice like “Do not rinse for 6 hours”, or a prescription as “Use this cream, it will reduce the sensitivity”. Step 4: Follow-up Of course, it is a must to call her and check that she is all right some hours before she calls you (which might the same or the next day, it depends on the case). Step 5: Ask the right question! Do never ask her: “Is everything all right?” Why not? Just because of the fact that she will then start complaining again. Ask instead: “I just call to check that everything is ok!” By using this phrase you will not allow space or thought for more complains. It is so simple! Start using the described 5 steps each time that you have this ‘invisible problem’. At least, try it as an experiment and see if it works for you as well! Write me your comments or even add-ins. I will love to hear them! In the next issue of laser magazine, I will present you the second part of this new series of communication concepts that will teach you with 5 simple steps how to shush the patients that have too many questions with courtesy and caring. Until then, remember that you are not only the dentist of your clinic, but also the manager and the leader. You can always send me your questions and request for more information and guidance at dba@yiannikosdental.com or via our website www.dbamastership.com. Looking forward to our next trip of business growth and educational development!_ contact Dr Anna Maria Yiannikos Adjunct Faculty Member of AALZ at RWTH Aachen University Campus, Germany DDS, LSO, MSc, MBA dba@yiannikosdental.com www.dbamastership.com roots 4 2017 37