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NOTE:
We recommend you hold a staff meeting and have your staff role-play
this script. It works and it is a fantastic way to get your patients
involved.
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Your patient needs time in the
reception area to review the program. On the appointment
confirmation call many practices asks the patient to arrive just a
few minutes early.
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Once your patient is seated in the
treatment room, your staff member should ask the patient...
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Staff Script: |
“Do you have
any questions on anything you saw on our courtesy information
program playing in the reception area?” |
By asking the
question you are giving the patient permission to become
involved. Expect any number of answers. Most will be positive and
would like to receive more information. A few people will make a
negative comment. The following illustrations will provide a guideline
your staff to provide an answer that will lead to a positive
conclusion.
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Positive Answer Illustration |
| Patient: |
“Well Yes! I saw on the
program that you could whiten your teeth
at home. How much does that cost?” |
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Staff Reply: |
“Smile Whitening is a very
popular procedure. Many of out patients
ask about whitening their smile. You would look great with whiter
teeth. I’ll tell the doctor that you would like more information
and she can answer all of your questions.”
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Note: place a
post-it note in the chart for the doctor to ask the patient about
whitening.
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Negative
Answer Illustration |
| Patient: |
“Just what I wanted to see a
commercial on dentistry in my dental
office.” …or …“I would rather watch the ball game or CNN.” …or
…“I didn’t watch it.” |
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Staff Reply: |
“I understand; however, things
have really changed in dentistry
lately and doctor wants all of his/her patients to know what is
available so when it comes to your dental health or how to improve
your smile you could make an informed decision. So, next chance
you get I highly recommend that you watch the program. You’ll be
glad you did.”
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