13 DOTS
This DOT gives us information before the patient comes in to help us give patients an experience they haven’t had at any other dental practice
Bonus 50: why does this look different?
Service SWOT - to let the team know they’re on the phone with a new patient do not bother them!
I am the DiSC type patient that may ask you a lot of questions and still not schedule treatment
Bonus 50: what percentage of our patients are they?
C - 10-15%
Bonus 50: Why is it important?
The team - so we can have better flow in our day
What do we do to be prepared for our patients coming in clinically?
Bonus 50: what makes it effective?
Chart prep - discussing allergies to medications, age to make sure we have parents present, potential convert to same day, important appt notes, if they need scan, x-rays we need to get (especially as we are approaching one year mark), and anything you feel is important the team knows such a DISC
LCQAC
Bonus 50: where are you likely to use this?listen, cushion, question, answer, close - during patient conflict or when a patient is cancelling treatment
This dot helps us build an emotional connection and tells us a lot about why they are here and what makes them say yes
Bonus 50: what method works and is taught in modules to help get the patient to their emotional side
DBM/ET - using the mirror and asking what the patient likes and does not like about their smile
I am the DiSC type patient that wanted to be out of the chair before I even sat down because I have a lot to do
Bonus 50: what percentage of our patients are they?
D - 10-15%
What is the best time we have to communicate with each other?
Bonus 50: what are the essentials to this?
Huddle - numbers, swots, chart prep
This is used to help us be proactive and reactive for our schedule
Bonus 50: who is responsible for the schedule
SRS - everyone!
Bonus 50: where are we likely to use this?
problem consequence solution benefit - explaining to pt why they need to schedule
This dot is important as it is the dot that creates a sense of urgency for the patient to complete their treatment
Bonus 100: what is one type of doctor close
Doctor close - trial close
I am the DiSC type patient that is reserved and hard to get to open up but is still kind
Bonus points 100: what is the percentage of our patients with this DISC type
S 60-65%
What level of self are we trying to get to with our patients?
Bonus 100: how do we get to that?
Core - by working on connecting emotionally instead of technically
The Five Rocks - what are they?
Bonus 100: why is it important?
Schedule, produce, collect, heartland dental systems, communication skills
They’re the fundamentals to a healthy practice
TPP
Bonus 100: what is this used for?
Treatment plan for predictability - preheat and scheduling
This dot tells us exactly how the patient plans to pay for treatment
Bonus 100: where can we put this info?
Firm financial - check it on the tx plan
I am the type of DISC patient that will talk to you whole appt
Bonus 100: what percentage of our patients are they?
S 10-15%
What is the quote we said in the last team meeting about patients and how important it is to show them we care
Bonus 100: what is something you can do to build relationships with patients as clinical or as admin?
“They don’t care how much you know until they know how much you care” - putting info into patients notes to remember to discuss with the patient next time to build on conversations you had prior
What is the triage?
Bonus 100: if in the order all done, if not what is the correct order
Schedule, produce, collect
MUSTT
Bonus 100: what are these?
money, urgency, sense of fear, time &trust - patient barriers to scheduling
What is the third transfer
Bonus 100: what is the fourth?
Doctor back to clinical - clinical to BA
Where can we put what DISC we believe a patient to be?
Bonus 100: why is DISC important?
Smile SWOT - it helps us understand how to communicate with the patient in a way they will appreciate
Why are transfers so important?
Bonus 100: show us a great clinical to BA transfer
They connect all of us to the patient as well as give the patient the opportunity to get to know the team and to continue to hear the same information so they know we are listening but also so they don’t need to repeat themselves to different team members
What is the recare systems?
Bonus 100: why is recare so important?
1 - schedule next recare appt 2 - recare cards sent automatically to unscheduled patients 3 - 2 wk calls 4 - confirm using confirmation policy 5- call unscheduled pts prior to being due 6 - call all past due patients from last month - helps us measure patient retention. It’s great and all to have new patients, but if we can’t retain them we have a breakdown in systems
Bonus 100: why do we utilize this
make me feel important - this goes back to emotional connection and also to “they do not care how much you know until they know how much you care”