Wednesday 28 July 2010

Why don’t patients remember what we say to them?

When I was 8, I went to the hygienist for the very first time to have topical fluoride treatment. That short visit changed my life as from that moment on I wanted to be a hygienist. (I became a dentist instead and my passion always included perio). As clear as day I can still remember Sharon telling me a story about waterloo teeth, false teeth made from the dead soldiers on the battlefields at waterloo, as she told me the story she also showed me pictures.
Why is it that I can remember that conversation so clearly almost 40 years later, and I can’t recall another conversations I had?

Have you ever been frustrated that your patients don’t seem to remember what you say?
Would you like your patients to recall what you said to them 40 years later?

Read the following list of words only once spending no more than 30 seconds doing so, and remember as many of the words as you can

Book
Car
Bye
Dental
Business
Coach
Tooth
Trumpet
Bus
Hat
Perfect
Bye
Now
Together making your good practices great
Bye
And
Patient
Horse
Red
Pie
Bye
Learning
Effortless
Valuable
Guide


Without looking back,
1. What were the first five words?
2. What were the last five words?
3. Which words was repeated?
4. What was the longest phrase in the middle of the list?
5. How many of the others can you recall?


Now check back and see how well you did.

For most of you, the results are likely to have been that you;
• found Question 1 easier than Question 2
• were able to answer no 3
• Found Question 4 easy
• Found Question 5 most difficult.

So what does this teach you about communication with your patients?

• They remember what you tell them first
• They will easily recall what is repeated to them
• They will remember something that stands out or is significant in some way.

So how can you apply this to your consultations?

• Consider what you want your patients to remember
• Tell them the important stuff e.g. the benefits of treatment first
• Repeat the information that you want them to retain, e.g. the health of their gums is determined by how well they brush and floss their teeth.
• Make important information stand out, for example use metaphors and stories to explain procedures, show them photos, videos or share powerful experiences and testimonials.

Your patients will already be remembering what you say first, what you repeat and what is significant, now you can choose what it is that you want your patients to recall by
• Saying the important information first
• Repeating the significant points
• Making the information you want them to remember significant and outstanding.

1 comment:

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