How to use your patient care coordinator (PCC) to get rid of unwanted patients.

Have you ever had a heart-sink patient join your practice? 

You know that patient, who when you see their name on your list your heart and mood sinks, you don’t bring the best out in them and they bring out the worst side of you. Appointments often become stressful and treatment never seems to run smoothly.

For many practices patients are heart sink patients because their values, ethos and expectations about you your practice and team are out of kilter with your values and ethos. For example, you may be passionate about developing long term relationships with patients working together saving teeth and creating health beautiful mouths, and you have a heart sink patient who only turns up once in a blue-moon and wants extractions on demand.

Your practice may be focused on minimally invasive dentistry with a strong emphasis on education and prevention and yet you have a patient who has made it clear that they have no interest in brushing their teeth twice daily, let alone flossing and they are determined to continue to eat a sugar rich diet and they ‘just’ want you to fix their teeth. They do not believe that the health of their teeth and gums is their responsibility.

You may have a patient who has a high caries and perio incidence and wants ear to ear veneers within the month and does not want to listen to any advice on disease stabilization.

Alternatively, the patient may have a cavalier attitude to time keeping, attending appointments, paying bills on time, and treating your team and colleagues with respect and dignity

You get the picture.

When practices and patient have divergent attitudes and philosophies to dental care and treatment, it can lead to strained relationships, complaints or solicitor’s letters.

Your Patient Care Coordinator (PCC) has a vital role to play in preventing these stressful situations.

Routinely offering all new patients a complimentary appointment with a PCC prior to an examination with the dentist, allows your PCC to discover and discuss your patient’s health belief model and their anticipated outcomes for treatment long and short term. Your PCC will also be able to share the values, ethos and philosophy of your practice and what that means in terms of patient care and treatment.

If there is a wide divide in expectations, your PCC can suggest to the patient that your practice is probably not going to best serve their needs and expectations and suggest another practice that is more appropriate for them.

Providing this service, the patient has not wasted any money, they will have had an exceptional level of service and moving forward there will be space in your appointment book for those patients who have the same philosophy to dentistry as you and want to be part of your practice.

For more information about introducing a Patient Care Coordinator to your practice call us today on 07989 757 884

Free dental examinations will destroy your practice – why you should never offer them

Free dental examinations will destroy your practice – why you should never offer them

Many dental practices are looking for more patients and increasingly I am seeing more practices are luring patients in by offering free dental examinations and check-ups. You must never do this, and this is why.

The purpose of a freebie is to bring patients in so that they can see how beautiful your practice is and experience the high quality of care that they will receive, so the patients return and join your practice long term. Your patients will forget what you say, they will forget what you do, and they will never forget how you make them feel. What happens, in reality, with a free examination is, to avoid losing too much money, the session is much shorter than normal is often rushed and rather that the patient having an awesome experience and returning, the experience can be very poor and the patient leaves never to be seen again with a less than favourable and inaccurate impression of your practice and how well you treat and care for your patients.

When I have analyzed client data, I have noticed, that giveaways and special offers attract the price conscious people seeking a deal and they seldom stay and become regular patients. These patients are special offer butterflies and flit between practices based on special offers. The rewards to your patient’s dental health and beauty occur when they become regular patients with whom you have a lifetime relationship.  The data also show that your income and profitability significantly grow as your practices has greater numbers of returning patients.

What should you do instead?

The key to attracting and retaining patients is to engage a patient care coordinator (PCC) with the attitude of outstanding levels of customer service, excellent communication skills, and appropriate training in a suite of field of expertise.

A PCC trained and competent in Patient Centred Sales– BEST CHOICES is the most appropriate member of the team to be offering complementary consultations.

Two months ago, I was speaking with a dentist whose hourly rate is £400 / hour and who is regularly giving away free 20-minute exams when his thorough new patient examination is normally 45-minutes. He called me because he was frustrated that the patients are not returning, he is losing money and does not want to put the fees up to his regular patients to cover the losses.

One of the successful strategies we discussed was to train two of his nurses and develop the role of a patient care coordinator.

 The free examinations on his hourly rate were costing him £133.33, his thorough new patient examination was charged at £150, so he was still making a loss

He had two nurses in the practice one was paid £15/hour and the other £13.00 / hour and had been with him for 12 years and 8 years respectively and both know how he works. have an extensive knowledge of treatments available and are natural communicators who effortlessly put the patients at ease, engage them in conversation. What the nurses lacked was, confidence, belief they could become a PCC and a structure to their patient conversations.

I suggested the dentist that he brought his whole team and and both his nurses attend my Patient Centred Sales – BEST CHOICES workshop and introduce free consultations for patients with a Patient Care Coordinator. The dentist was a little hesitant and opted to only bring himself and one nurse to the two-day workshop. At the end of the two days the dentist and his nurse had confidence, enthusiasm, great plans for the introduction of a PCC and many new skills and approaches which included a framework to patient consultations that effortlessly elicited the patients wants needs and preferences and a structure to CRAFT and present options of treatment available.

The dentist and his nurse decided to immediately implement the role of a Patient Care Coordinator, offering free consultations to all new and prospective patients. The patients loved that they were being offered the time and space to discuss all their dental issues, and have questions answered. They were aware that the nurse could not make any diagnosis or design treatment plans and she could discuss options that are available.

The results quickly showed that patients were happier, new patient and prospect retention dramatically increased, new patient examinations are correctly charged for no longer a loss leader, the value of treatment plans went up significantly as did treatment plan acceptance rates. The financial rot has stopped, and profitability is soaring. Job satisfaction of the PCC was at an all time high and the overall morale of the practice improved. The dentist admitted that he had realized by the first break on the first day that he had made an error in judgement and he should have brought his entire team to the event. Since then I have been invited to the practice and delivered it in-house with all the entire team with miraculous results for the patients, practice and team, not to mention income and profitability.  

Want to know more about this workshop which has a money back guarantee, call us on 01296 770462 or e mail Jane@IODB.co.uk

Why you should never work with a treatment coordinator (TCO)

Why you should never work with a treatment coordinator (TCO)

Treatment coordinators are becoming increasingly popular in UK dental practices and more courses are springing up to train your staff, you should never have a treatment coordinator (TCO) in your practice and here is why.

The media and many patients already consider dentists to be rich and greedy. (I know that you are not. and we do know that there are a few bad apples that spoil the reputation of the fair, generous, compassionate, caring, hard-working and appropriately priced majority.) The use of the term treatment coordinator focuses on treatment and unconsciously, affirms to your patients that is what you are primarily interested in selling treatments. Your patients hate and resent being sold to. Rather than enhancing your reputation a TCO role has the potential to destroy it.

TCO’s who focus on the conversion of treatment plans may generate high levels of income in the short term and all commercial research shows that to increase your gross income and substantially increase your profitability you should rather concentrate long-term repeat business.

Your practice needs patient care coordinators. (PCC)

Patient care coordinator is a far more comprehensive role that will add much more value to your practice than a TCO. A PCC will substantially increase your reputation, referrals, patient satisfaction, reduce complaints and as a result your treatment plan conversion rate will significantly increase, and your profitability will soar.

A PCC role is focused on what your patients want; to be cared for. The evidence from the indemnity providers tells us time and time again, that patients seldom complain because of the standard of clinical dentistry that was provided and they do complain because they dis not feel cared for, listened to or that there wants, needs or preferences were being met.

Your patients will forget what you say

Your patients will forget what you do

Your patients will always remember how you made them feel

A team of appropriately train PCC’s will make your patients feel, valued, special, part of your practice in a way that you cannot do alone and a TCO can’t do because they are focused on treatment plan conversions and sales.

Your practice needs Patient Care Coordinators.

If you would like more information about how to introduce PCC’s into your practice call us today on 07989 757 884 or e mail Jane@IODB.co.uk 

What is a patient care coordinator (PCC)?

What is a patient care coordinator (PCC)?

In the 21^st century practice patient care co-ordinators are key team members and their inclusion into your team will result in

ü  Happier more satisfied Patients

ü  Patients accessing the treatment they want and need

ü  Fewer complaints

ü  Greater confidence and less fear for clinicians

ü  Increased treatment plan conversions

ü  Higher value treatment plans

ü  Increase practice profitability

ü  Ability to get of the UDA treadmill

ü  More complex and satisfying treatment options

ü  Increased patient dental health, function and beauty

ü  Improved team work and morale

ü  Increase retention of team members

ü  Greater enjoyment at work Less stress

Dr Jane lelean was one of the dentists to introduce the role of a Patient care co-ordinator into her practice and over the intervening 25 years she has been developing the role and helping other forward-thinking teams, like yours, incorporate PCC’s too.

A successful PCC need to have an attitude of putting the patient first, going the extra mile and being prepared to do what it takes to get the best outcome. Excellent communication skills are key.

There are several areas your PCC will require training in as indicated below.

One of the most important skills is that your PCC has a patient centred approach to sales to enable your patients to make the BEST CHOICES.

If you would like more information about the benefits to your practice of a PCC or are ready to start the process by receiving Patient Centred Sales- BEST CHOICES training please either

 call 07989757 884, 

or

 e mail Jane@IODB.co.uk

Our next event is running near Oxford June 21^st and 22^nd 

And more information, including details of early bird ticket prices can be found here

 https://patient-centred-sales-best-choices-june-2018.eventbrite.co.uk

Have you ever wondered how you could do more private treatments?

 Its time for your patients to S.H.O.P.

Have you ever wondered how you could do more private treatments, get of the UDA rat race  and increase the value of your treatment plans and get a higher case acceptance rate?

If so you are like majority of UK Dentists, who are struggling to help patients make appropriate decisions that will improve their dental health and give them access to treatment that lasts for many many years.

High quality dentistry is cost effective, it has a significant investment and when you consider how long it lasts it provides your patients excellent value for money. £2500 implant that lasts 25 years is only an investment of £100 / year or £0.27 a day. What price a smile?

Communication skills and specifically talking to patients about treatment plans is taught very badly and many dentists tell me that when they follow conventional thinking they talk the patients out of doing any treatment and the patient does not benefit from the care and treatment that is available.

To enable your patients to access the most appropriate care and treatment for them, you must help them to S.H.O.P.

S.H.O.P. is a series of specific questions that elicit from your patients

•          Their Starting position.                   Perceptions of the health, function and beauty of their teeth, mouth and smile now.

•          Their Hoped for outcomes.          What your patient wants to achieve as a result of any treatment regarding the health, function and beauty of their teeth, mouth and smile.

•          Obstacles                                             Those things that have prevented them from accessing appropriate treatment in the past and what may prevent them from getting what they want in the future.

•         Possible dates                                   Timescales that the patient has in mind and possible events that they want healthy beautiful teeth, mouth and smile for.

 

Once you know how to help your patient S.H.O.P. your treatment plan conversion rate will go up and your patients will be delighted with the care and treatment you provide.

If you would like to know more about the questions that enable your patients to S.H.O.P. or any other aspect helping you patient to make the B.E.S.T  C.H.O.I.C.E.S join us at one of our unique 2 day training events.

For more information click here or use this link in your browser  https://patient-centred-sales-best-choices-june-2018.eventbrite.co.uk

Are you a practice manager or do you know one?

Are you a dental Practice manager or do you know one?

• Are you frustrated by lack of or erratic income for the practice? 
• As a practice manager do you find it difficult to balance the books?
• Would you like your clinicians to generate more income?
• Are you clinicians scared of being sued?
• Would your clinicians like to get of the UDA treadmill and do more private work?
• Would you like to introduce a patient care coordinator?

If you answered “Yes” to any of these questions now is the time to attend Patient Centred Sales – BEST CHOICES

This unique programme designed by dentists for the dental team and has a unique money back guarantee.

“Jane is a brilliant, inspirational and really captures your attention.  A very well put together course. Thank you”

“I found both days really interesting and it has significantly changed the way my nurse and I work. I now do a lot more of the treatment I 'like' to do rather than the things I 'have' to do, and I know lots of patients have had treatment they really wanted which I effectively didn't offer to them before.”

 “Since attending the course I have done a lot more private work”

To find out more visit https://patient-centred-sales-best-choices-june-2018.eventbrite.co.uk

Or call us on 07989 757 884

This is what some other practice mangers have said

 “Jane is amazing, her courses are like no other you'll have ever attended. Relevant, amusing and full of relevant information” - Sarah Marshall, Practice Manager, Croxley Green

“It's motivating and gives me confidence to be great at my job” –

 Lisa Freeman, Practice Manager, Oxford

“All practices would benefit from attending” –

 Victoria Proffitt, Deputy Practice Manager Oxford

“Dear Jane, 

I thoroughly enjoyed the course and feel I learned an awful lot about how my staff should be approaching the patient from a commercial point of view yet at the same time allowing the patient to direct their treatment wishes rather than coming across as hard sell!

Practice manager Greenock

"Motivational, inspiring, highly recommended."

Karen Paterson - Area Development Manager – Scotland

"You must do it! It will transform the way you speak to patients. It is not like any other dental course."

Fiona Cunningham - Area Development Manager - Broxburn EH52

"That even with no knowledge of dentistry, I found it extremely beneficial from a managing of staff perspective - it will allow me to better understand how they can help the business grow. I would strongly recommend all of my clinicians attend!" I LOVED IT DELIVERY WAS EXCELLENT !!!

Grant Maxwell - Practice Manager - Glasgow G52

"A very useful course that will give you the framework and knowledge to give patients a better choice"

Martina Barnes Practice Manager

"Absolutely brilliant, interesting, fun - but relevant - really helpful. Thanks. Will make the dentists life better."

Annalie Bell -  Practice Manager - Huddersfield HD2

"It’s a powerful course which provides some great ideas on how to engage with patients to talk about treatment. Jane is very influential because of her experience as a dentist. I have come away with some great hints and tips to help grow private."

Michelle Holmes - Private and specialist development Manager - Derbyshire SK23

"The best use of two days to help you develop yourself and to become a more successful and happier dentist. Make sure that you book a place with your practice team to get the most out of the course."

Richard Ablett -  Clinical Director - NE16

To find out more visit https://patient-centred-sales-best-choices-june-2018.eventbrite.co.uk

Or call us on 07989 757 884

You don't have to do another clinical course

• Do you know of a dental clinician who has struggled and attended one or many highly recommended clinical course(s) hoping that their patient numbers, turnover and profitability increase and their staff will be much happier, only to be disappointed?

• Do yu know a dentist who has become increasingly frustrated because they have excellent clinical skills, able to offer a high quality  dentistry to their patients and yet their patients don’t want the excellent treatment thay are being offered?

• Do you know of a great clinician who despite their excellent clinical skills has received complaints or even been sued?

•  Do you know a dentist who is frustrated and feels trapped in the NHS system and wants to do more private work because their patients will benefit?

Research in the U.S. has shown in a study of 3000 hospitalised patients 3.7% had experienced an adverse outcome and of those only about 0.9% were as a result of negligence and yet 12.5% patients sued. In the cases where the patient sued the treatments were reviewed and in 66% there was no evidence of negligence.

Research has also shown that many patients have decided to sue before the alleged negligence has occurred.

It seems patients are suong for reasons other than clinical error.

Would you like to learn how to;

• Increase your treatment plan acceptance rate?
• Increase the value of your treatment plans?
• Increase your patient numbers?
• Build a happier team?
• Reduce the risk of complaints and being sued?

If you answered “Yes” to any of these questions now is the time to attend Patient Centred Sales –BEST CHOICES

This unique programme designed by dentists for dentists and their team has a money back guarantee.

“Jane is a brilliant, inspirational and really captures your attention.  A very well put together course. Thank you”

“I found both days really interesting and it has significantly changed the way my nurse and I work. I now do a lot more of the treatment I 'like' to do rather than the things I 'have' to do, and I know lots of patients have had treatment they really wanted which I effectively didn't offer to them before.”

 “Since attending the course I have done a lot more private work”

To find out more click here, visit 

https://patient-centred-sales-best-choices-june-2018.eventbrite.co.uk

Or call us on 07989 757 884