7 steps to dental paradise

INTRODUCTION & TABLE OF CONTENTS

PART.1 USEFUL WORDS & PHRASES FOR PATIENT COMMUNICATION

This presentation includes a series of phrases and wording extremely useful for the daily

communication of the dental team with patients. This small guide is the solution to:

• Daily communication problems within dental practice

• Biggest efficiency and patient treatment acceptance

• Create a more upgraded status of clinic and staff through certain manners & clinic code / etiquette

• Give patients a higher quality level of services

• Efficiently communicate quality to patients through the behaviour of your team & wording used

7 Steps to Dental Paradise – Dr. Anna Maria Yiannikos DDS, MSc, LSO, MBA

STEP NO1: WELCOMING PATIENTS

When a patient new or old enters your clinic you

must always make them feel comfortable and at

home.

• Examples: Welcome them with a warm smile,

introduce your self at new patients with a hand

shake, use phrases like welcome at our clinic,

we are here to assist you, can I offer you

something to drink, I will inform the Dr. about

your arrival etc.

• Useful words: happy, assist, welcome, help,

offer, serve, improve, care, comfort, relax,

inform


STEP NO2: APPOINTMENT BOOKINGWhen booking appointments via phone or in person avoid

using phrases with a negative content!

• Example: WRONG: We don’t have any appointment available for today. RIGHT: We are fully booked for today but I would be happy to book you an appointment for Monday or contact you immediately in case of any cancellation.

• Useful Words:

Avoid: No, Don’t, Can’t, Won’t, Difficult, Unable,

Use: Yes, Do, Can, Will, Sure, Of course, Happy, With Pleasure, Assist, Immediately.


Good Morning

How can I help

you today?

Yes of course!

We are happy to

assist you

STEP NO3: MAKE PATIENTS FEEL UNIQUE

All patients that visit your clinic want to receive

exceptional services and feel special and unique within

a space and people that are there to serve and assist

them. Use words in your daily routine that will help them

create that emotion.

• Examples: I am here to help you, how can I assist you

today, is there anything more I can do for you.

• Useful words: serve, assist, help, more, comfort, offer.


STEP NO4: CONNECT Connect with patients when explaining or discussing a

treatment plan by sharing personal experiences.

Show that you understand them and share their feelings and create positive emotions and mutual respect.

• Examples: Is there something you would like to ask me about or discuss before we start the treatment? I am very scared of the needle. I completely understand you. My daughter is too.

• Useful Words: understand, share, agree, positive, know, learn, connect, respect, show


STEP NO5: DECISION APPRAISAL

Appraise the patients that selected to continue with

the treatment you proposed

• Research has shown that the wording used 25 sec

after they have accepted the treatment plan are

the words they are going to remember for the rest

of the day and will minimize cognitive dissonance

(decision/purchase doubt of the treatment

accepted)

• Useful words: bravo, congratulations, very good,

right choice


STEP NO6: DIFFICULT ANSWERS – PRICING 1/2

“The price is to high I will visit other dentist too!”

When listening to this phrase there is a correct and a wrong

way to answer! Remember not to argue about the price as

it is not objective.


STEP NO6: DIFFICULT ANSWERS – PRICING 2/2

Next time one of your patients says that to you, try answering like:

“It is too high comparing to what?”

or

“ In the case you do visit other colleagues I would suggest to

check not only the price but also the value and quality of the

service provided so you can equally compare your choices and

make the right decision for your health!”

• Useful Words: Health, Value, Quality, Suggest, Advice, Equal


STEP NO7: FINANCE

During payment procedure always remember to

say thank you and offer all the available payment

options.

• Useful Phrases: Thank you, we are looking forward

in seeing you, we are always here for you.


SATISFACTION SURVEYS!

Check the efficiency of all above steps, how they are working for your patients, if they are

satisfied with the provided services, if the wording is applicable and preferable and many more!

• How?

By contacting patient satisfaction surveys through in house questionnaires. Take example of all

the big companies and associations market approach. Ask them to rate you, make suggestion,

highlight how valuable is there opinion for you!

• Useful Phrases: your opinion is valuable, we appreciate your effort, it is important for us,

become better

• Useful Words: valuable, appreciate, useful, important, better, effort, opinion, suggestion


END OF PART.1 USEFUL WORDS & PHRASES FOR PATIENTS

THANK YOU VERY MUCH FOR YOUR TIME AND ATTENTION!


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7 steps to dental paradise

Small Business & Entrepreneurship