This 4 part series focusses on conversations in the dental practice.

Conversations at the reception desk - Laura Horton

In this TubulesLive, Laura Horton aims to support the dental reception team with 'the new patient enquiry phone call', patient complaint management, and those difficult patient conversations.

Laura will provide you with guidance on how to deliver perfect new patient phone calls, that build value into the practice and supports effective conversion of the patient to the practice. Laura will support you when it comes to managing patient expectations and dealing with difficult conversations. All aspects of this webinar are designed to give the reception team confidence in their roles.

Aims and objectives:

  • Handling new patients on the telephone
  • Managing expectations, complaints and difficult conversations

Ethical sales and smart marketing - Ashley Latter and Dr. Grant McAree

How to increase the number of new enquires and how to convert them ethically, when they come in

In this video, Ashley Latter & Grant McAree will share some proven strategies to help you create more opportunities. Ashley Latter will also show you how to convert them into treatment plans and ultimately life-long patients.

Aims and objectives:

  • 10 marketing and advertising tips and tricks
  • How to train staff to answer the phone the easy way
  • How not to lose the patient at "hello"
  • 8 steps to a perfect consultation
  • Why technical skills only account for 15% of your success and skills
  • How to sell without selling 

Conversations in finance - talking money with patients - Dr. Manish Chitnis

Money can make many people uncomfortable, mostly when you are going to ask for it!

The science behind ethical sales, and communication skills, is mandatory for a dentist to learn if he wants to serve his patients with the best treatment options.

In this video, Dr. Manish Chitnis talks you through a process/series of questions to ask your patients, to help them make a decision about their treatment.

This process helps you to overcome your reservations in discussing money and helps you overcome the barrier to “close” treatment plan acceptance.

Aims and objectives:

  • Feel comfortable discussing money with your patients (investment for dental treatment)
  • Understand the right language to use when offering different treatment options, and prices, to your patients
  • Feel confident in closing an ethical sale by accepting money towards dental treatment. (The pre-booking concept)

Conversations in chaos - Kevin Rose

Following on from the talk by Kevin on chaos training (which if you missed can be viewed here: Chaos training), we move to discuss conversations that happen during chaos. In a busy practice, where a lot is going on, written scripts are useful, but not the be all and end all. Your team has to be prepared to have the right language skills and the right value systems

This talk will cover 3 example scenarios to show you how chaos conversations can occur. Chaos conversations have no definitive answer but these are situations where having the right system enables you, and your team, to find the right answer for that patient, in that right moment. What is the trick to achieving this? This talk will cover this, using these 3 scenarios.

How would you or your team deal with these 3 scenarios:

Scenario 1. Mr Jones completes his initial consultation with the dentist in the practice and he is escorted out to the reception by the dental nurse. At the desk, he gets a print out of the treatment plan and the estimate. He is asked to sign it. He says he will read it and send in a scanned copy, and has to check his diary for the appointments. He will call the practice back. There appears to be a sense of uncertainty or confusion in his voice. How would you and your team deal with this?

Scenario 2. Mr Hans has an appointment at 10.00 am for 1 hour for treatment. He arrives at 10.03 as he got stuck in unexpected roadworks. He is willing to pay for the appointment, doesn't mind a shortened appointment if the treatment can be done and profusely apologises. There appears to be a sense of desperation as well as regret in his voice. How would you and your team deal with this?

Scenario 3. Mrs Ethel arrives outside your practice. The practice has a notice on the door. No one is allowed in due to the new COVID-19 restrictions. Your practice SOP is very strict that the patient must have a booked appointment and wait at the door until someone lets them in.

It is raining heavily outside when Mrs Ethel appears at the door. She is on crutches and cannot stand outside for too long.

2 reception staff normally sit at the welcome (reception) desk. It is normally their responsibility to go see the patients who come to the door, to take their temperature, do the necessary checks and escort them into the waiting room.

On this occasion, the law of chaos has happened. Receptionist 1 - Anthea - had to rush to the washroom. Receptionist 2 - Lynnette - had just picked up the phone a few moments before from a very irate patient and is trying to pacify the situation while on the phone.

Margaret outside is now in the rain, standing on her crutches and not looking particularly comfortable. How would you and your team deal with this?

Aims and objectives:

  • Understand chaos training
  • Understand how to apply chaos training to conversations in chaos
  • Understand how chaos conversations can lead to positive outcomes
4 videos
180 mins CPD/CE