Description
This series is designed to provide the learner with tools for communication especially at the reception desk. Dhru Shah and Kevin Rose will go through a well defined structure you can use to develop a trusting conversation with patients when they call your practice. It provides an underlying framework that you can adopt in all kinds of situations from the new patient, the recurring patient, the unhappy patient to the patient who is uncertain.
Suitable for: Primarily for reception teams.
The underlying principles in this series would be applicable for all members of the team.
Aim :
Demonstrate the structure to undertake useful, meaningful, and helpful patient conversations
Objectives:
- Identify a structural framework that will help form the basis of good reception phone call
- Describe why listening is one of the most important pillars of a successful conversation
- Apply this framework in different scenarios
- Distinguish between a script and a conversation
- Develop a plan for patient conversations
- Identify and list the 8 items to develop a good phone call
- Identify and apply steps for difficult conversations - with the complaining, angry or unhappy patients
- List some insights in discussing finance and money with the patient
Learning outcomes:
By the end of this series, the learning will have attained knowledge relating to listening, asking the correct questions and developing skills to elicit relevant information that helps patients feel comfortable and trusted.
.
About the presenters:
You’re probably aware that some dental practices somehow just seem to do better than others when it comes to answering the telephone, or meeting patients for the first time at the front desk. That some really successful dental practices just seem to more effective at booking in new patient, at talking about money, discussing treatment plans and even those ‘are you taking NHS?’ calls. So why is that, what are those successful dental practices doing differently and imagine what you could do differently with that knowledge? Well, that’s what Kevin Rose and Dhru Shah are going to be exploring in this training course.
Kevin Rose is the owner and founder of Rose & Co and a man strong on values. Dhru Shah is the CEO of Dentinaltubules. Both of them have built successful businesses, led teams and developed skills of communication. Both of them are hugely passionate about the delivery of the best patient journey for dentistry. They both share a passion for developing dental teams, and the care their patients receive. Kevin’s big vision is to “get more people to regularly see the dentist and improve dental health” and Dhru’s big vision is to “get more dental teams inspired to serve their patients”. You can now understand why they came together to create the course for anybody that could be speaking to patients at reception or on the telephone….so are you ready for Tubulites to Get Listening?