Hot Tips

Hot Tips

by Dr. Mac Lee, Joleen Jackson & Vicki Audette

How to use the book "Nothin' Personal Doc, But I Hate Dentists!" with your patients:

"Don't worry about the money, I got insurance."

New patients can be very confused about dental insurance. When a new patient says for example, "I am not really worried about the money because I have dental insurance," an obvious potential problem exists. On hearing this, a team member, trained in using the book properly, will have ways to communicate to the patient so they will know what they do and do not have concerning their insurance. The issue can be a good point for the dental office by saying, "In order for you to have what you want, which is to utilize your insurance, doesn't it make sense to have the needed records?" Get the patient in for a complete examination so you can sit down, face to face, and discuss what they want and what they are expecting for their mouth. Most patients have never thought of this and, even more than that, have never before been asked what they think or want.

Hot Tip #1:

After the patient arrives, offer the written information for the patient to see on page 24. The book points out all of the advantages of insurance, but it also tells the truth about the problems associated with insurance.

After the patient has read the insurance section, communication with the team is more open and honest, and objections are handled before they occur.

Composites vs. Amalgams

There is a disagreement among dentists as to what is the best filling material. Yes, amalgam has been tested over time and the composites have not. Yes, the composites look like teeth and the amalgams are silver/black. The issue of health that surrounds amalgams has been hyped in the media. Most consumers are confused and some are deeply concerned. What the patient desires for their mouth is the real issue. After all, it is their money and their teeth.

Hot Tip #2:

Go to page 120 and let the patient decide what they want. The consumer wants information that is easy to understand and is correct. Then, and only then, can they make an intelligent decision - one that they will trust.

Don't let emergencies make your day miserable!

Emergencies? Don't let them mess up the schedule and take up the doctor's precious time. Let a team member see the emergency patient, build a relationship, find out the perceived need, take a radiograph, etc.

Hot Tip #3:

The team member asks the patient to read pages 123 and 124 while they are developing the radiographs. When the team member returns, she/he and the patient are on a whole new level of communication. The patient understands exactly what an infected tooth is and what their options are. If the patient mentions not saving the tooth, have them turn to page 56 to see what can happen when they start losing teeth. Pages 128 and 129 also show options for replacing teeth. When you say, "You know Mrs. Jones, teeth may not be what you want. You may know someone who has dentures, or partials, or implants. The more you know about the options, the better you can feel about the decisions and the investment of time and money you make for your mouth. Doesn't it make sense to know your options?"

8 Steps to Better Team Meetings & A Consumer-Friendly Dental Office.

How to use this book at your meetings

1. Give each team member his or her own copy.

2. Demonstrate the hot tips above to show how the book can help everyone in the office.

3. Have them read one to two chapters prior to a team meeting.

4. Ask during the team meeting, "How can this information help us in this practice?" Let the team take it from here.

5. Design your own problem solving techniques using the book.

6. Put a book in each treatment room. Use the book for patient education and entertainment.

7. Put a copy of the book in the reception area.

Set a protocol as to what type of patients you are going to give the book to and which ones you will sell the book to.

Foreword from the book "Nothin' Personal Doc, But I Hate Dentists!"

I can't tell you how many times we've heard patients say this as they walk in the door. It's quite an irony - so many people love their teeth, but hate the dentist. But if you think about it, it's not hard to understand. We love our teeth because they are such a basic part of our sensory existence. We literally need them to live. By contrast, dentists are perceived as the people who use sharp instruments to poke, pry, and pull at our beloved teeth.

Of course, the logical problem with this reasoning is that avoiding the dentist is one of the surest ways to lose your beloved teeth.

That's why I have wanted to write this book for a long time. I believe that given the right information, health-conscious consumers will see their dentists in a totally different light - as an ally and an advocate for healthy teeth and gums. My goal is not to improve the image of dentistry, but rather to empower consumers to get the best dental care possible.

To help write this consumer guide, I've enlisted some help from the "real" world. Joleen Jackson and I have trained thousands of dentists and dental team members over the past 15 years, so we understand the way they think and how they operate. Three years ago, Joleen expander her training focus to include educating patients. Her work as a professional liaison and educator to new dental patients uncovered many of the consumer issues and concerns that we tackle in this book.

Vicki Audette has been a veteran consumer reporter for more than 20 years. She's made it her business to understand what consumers are looking for an dhow they expect to be treated. Besides collaborating on every aspect of this book, you'll find her "Critic's Corner" and her personal dental profile useful reality checks for the everyday dental consumer.

By chance, the three of us joined forces about four years ago as consultants to dentists who wanted to become better communicators in their practices. Working together, we quickly began to identify numerous ways of improving the relationship consumers have with their dentists. Our greatest hope is that we can arm you with insights about the health of your teeth and help you choose wisely dentistry that is right for you and your family.

Today, dentistry is faster, easier, and far less painful than ever. And the range of consumer choices - from advanced dental technologies to the variety of options available for restoring teeth - is unprecedented. Overcoming the obstacles that my have kept you from getting essential dental work will be easier when you realize that you are a partner in the care of your teeth. Good dentists will be excited about your new attitude and your informed questions. The rest may be intimidated. You'll be able to tell the difference.

As a dentist, I understood very early that having a sense of humor was an important ingredient for building a trusting relationship with my patients. We have tried to make your reading fun, as well as informational. You can tell from the title of this book that it was never meant to be a dental textbook, and every page was written with your best interest in mind. So here's to loving your teeth for the rest of your life and loving your dentist.

Dr. McHenry "Mac" Lee

For more information on the book "Nothin' Personal Doc, But I Hate Dentists!" contact IHD Publishing, 710 N 5th Street, Copperas Cove, TX, 76522; Phone 800-746-5486; Fax 254-547-2553; email sales@ihatedentists.com; web www.ihatedentists.com.

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