I don't know about you but it seems like I can never learn enough about treatment presentation; I'm constantly looking for more. It is an acquired skill with a vast number of variables. In my opinion, treatment presentation is what gives you case acceptance. Treatment presentation starts with the first contact the patient has with the office; usually the first phone call.
It also starts with trust, the patient trusting you. In order for your patients to trust you, they have to feel comfortable with you.
You can help your patients feel more comfortable by taking care of "The 5 C's" in Case Acceptance:
- Competence
- Caring
- Compassion
- Concern
- Confidence
In my experience, doctors spend their efforts on #1 perfecting their clinical skills, taking CE courses, reading articles and using new technology. To allow the patient to feel comfortable you will need to hone your skills on Caring, Compassion, and Concern.
Start by spending the first few minutes of each appointment chatting with your patient about his or her life. This allows you to get to know the patient and what drives them. You will also learn information that can be used to bring the "emotion" tied to the treatment acceptance. Always jot these personal notes in the chart so you can pick up the conversation where you left off.
There are 3 questions to ask yourself at the end of your presentation:
- What does my patient really want?
- What questions can I ask to clarify what my patient really wants?
- Have I said anything that has confused or provoked my patient?
As Darren stated in last week's TV show, if the patient states that they "want to think about it" then likely you have done #3 above.
Signs that the patient isn't buying in:
- No eye contact
- Arms folded across body
- Patient has turned their body away from you
- Fidgeting-they want to get away from you.
This is just hitting a few high points of treatment presentation; I could write a book. If you are interested in knowing more please reach out to a coach for additional training.
Click on the video below to watch more on Case Acceptance
