The Elusive “Perfect New Patient Experience”

As I pursue the elusive perfect new patient experience, I ask myself what would I want when I enter a doctor’s office for the first time? The things were very simple.

• I want to be treated with respect.
• I want the doctor and staff to listen to my concerns with regard.
• I want a knowledgeable, well respected doctor I can trust, and one that will give the best treatment available.
• I never want to wait!

So as a Treatment Coordinator (T.C.), how can I satisfy these needs? By relating to the patient to build trust and communicating in a basic way to educate them about orthodontics, the T.C. will initiate the new patient into the practice.

RELATE This is the time to find out about your patient. What information do you need from them? Have you updated your questions lately? This information will be beneficial during treatment. In our office we use an acquaintance form that is updated periodically. To keep this information at your fingertips, consider adding it to a tab of the Patient Notepad.

It is critical you get to know the new patient. Find a common interest to establish a level of comfort. Then, through good communication, begin to develop a relationship which will build trust.
Another way to develop a relationship is by listening. Let them talk. Every person walks through your door for a reason. Find that reason.

What do you want them to know about you? This is the time to let your office SHINE! Re-evaluate what you are communicating to your new patients. Make a list of all of your strengths. Instead of saying, “Most of our practice comes from referrals,” say “Over the past 5 years, 70% of our new patients are referred by other patients and family members.” Then find a way to share that information. Our office hands out a card that is labeled “Things to Consider When Choosing an Orthodontist.” If they are not sure of their decision, or scheduled for a second opinion, this card will allow them to take with them the reasons they should choose our practice.

EDUCATE AND COMMUNICATE After the Doctor has examined the patient it is your time to explain to the patient what treatment is recommended. Educate your patient about why they need braces. There are three learning preferences: visual, auditory, and haptic, or hands on learning. In our practice we focus on all types of learners. We use a computer animated program for visual learners. This program is a huge asset when educating the patient about their problem, and it explains with graphics how we plan to correct their malocclusion. For haptic learners we use a working model of the bracket and an archwire with several brackets attached. For auditory learners speak plainly and clearly. Use words and phrases that your patient is familiar with.

I talk directly to the patient; it is their teeth. If it is a younger child, explain it on their level. Parents will be able to follow as well. If the treatment is explained in technical terms parents may feel reluctant to ask questions. Give them the information that they need to make an educated decision. What will happen if this treatment is not done? Show them the value of your services. Always ask the patient if they have any questions or concerns. Allow them to participate and be a part of the process.

INITIATE After the exam, the patient is given a folder to take home. If one parent is not at this appointment, the folder will have the information about the doctor, the practice, and the treatment plan for their child. In the packet is an Initial Exam Form that identifies the malocclusion, the length of treatment and retention, the cost of the treatment, and the three different payment options we provide.
This is the most delicate time of the new patient visit. The parent is vulnerable because you are asking for two of their most valuable assets: money and time, the cost of orthodontics and their time away from work and school to commit to treatment.

I offer the records appointment on the same day of the initial exam, if that is not accepted I schedule it at a more convenient time. After records most of our patients accept a combination consult/banding appointment.

Sometimes money is an issue and treatment needs to be postponed until after tax time or when insurance becomes active. If this is the case, I will put them in recall and contact them the month before they intend to start treatment.

Help your patient find the right way to initiate their treatment by listening to their needs and treating them with respect.

A treatment coordinator’s job:

• Relate to your patient in a way that builds trust.
• Listen to their concerns with regard.
• Educate them on what the Doctor is recommending.
• Initiate the patient into your practice giving attention to their needs.

As a T.C. you know the job is complete when you guide the new patient into becoming a part of the practice, where together as a team: doctor, patient, and staff, the common goal is to build the patients self esteem and confidence by creating a beautiful smile that they can be proud of all of their life.