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We’ve all been there haven’t we? The Dentist will print a treatment plan for a patient (depending on your practice this could range from anywhere to £100 to £30,000) and give you an uneasy glance as you think ‘oh my god they aren’t going to want to go for this!’
Why is it in most situations, we are so wary about discussing finance with patients? Aren’t we offering them a solution to their problem? Or offering them a service that will make them feel better about themselves? E.g. ‘I can see from what you have said that the colour of your teeth bother you, have you ever considered Tooth Whitening?’ It is often our body language and the way we present treatment options to patients that determine the outcome.
Top 3 things NOT to do when discussing a treatment plan-
- Jump straight into the fees before absolutely confirming that the patient understands the treatment, procedure and the benefits of having it.
E.g. If you are told that you need a crown worth £600 and you aren’t sure
what a crown actually is and how it is vital to preserving your tooth, it is highly unlikely
that you will want to part with all that money. If the need isn’t explained or stressed properly, patients will more than likely put treatment off for as long as possible. Now it is important to point out that it is actually the responsibility of the Dentist to do this but we should always back it up afterwards and check the patient definately understands.
- Appear nervous or doubtful when informing patients of your fees.
If the patient feels that you are unconfident with your fees then this isn’t exactly going to inspire them with confidence is it? So when you discuss finance, remember- look patients right in the eyes and speak clearly and confidently. If you believe in the services you are offering then there is no reason for you to feel too nervous. Although some of us don’t like discussing money, it is still part of our position if we work in private practice. If you don’t believe in the services you are offering, maybe it’s time to re-evaluate your position at the practice.
- Put words in the patients mouth.
If the patient appears quiet or shocked by the cost of treatment, don’t panic. It’d be very easy to then say ‘Well why don’t you have a think about it and give us a call when you’re ready?’ in order to get them out of the room and relieve you of an awkward situation! The trouble is, they might not be feeling that at all! They could have been thinking about whether to pay by cash or card and that uncertainty may have come across and been misconstrued by you. If you then encourage them to go home and think about it, they may just take you up on that offer when they would have accepted all along. After telling the patient the fee, wait for them to say the first word. Don’t second guess their reaction.
Top 3 things TO do when discussing a treatment plan-
- Check with the Dentist prior to speaking to the patient that you have all the facts about the treatment diagnosed, why the patient needs it/wants it and the benefits of having the treatment.
The last thing you want is to be asked a question you don’t have an answer for. This will happen regardless from time to time but at least you know you are as prepared as you can be. If you don’t know an answer, always find someone who does. Never try to guess.
- Have ready any visual aids and back-up material that you think may be useful.
Any demo models, literature, videos or before/after photos and testimonials relating to the treatment will help you explain the proposed treatment better and may encourage the patient into proceeding with treatment.
- Be as understanding and helpful as possible when discussing delicate matters such as finance.
If a patient cannot afford treatment or is concerned with being able to afford the treatment, don’t just dismiss them. Show empathy and understanding and try to offer as many options for them as possible. E.g. Offer extended payment options (if you offer such services) or alternate treatment options if suggested by the Dentist.
Emma Lever-Pilling RDN.