Become Your Patient’s Advocate By Assisting Them In Getting What They Want, Need And Deserve.
Being a patient advocate entails a great deal of responsibility. You will be trained to guide patients through their dental journey and remove potential barriers, providing them with the information and support they need to make the right decision along the way. Consider yourself to be your patient’s “wing-man” when you act as their advocate.
As patients go through their new patient consultation, they may have a lot of questions, concerns, or even just be curious about the treatment plan that the doctor gives them. Knowledgeable patient advocates can explain the treatment plan, answer questions, and offer support and encouragement as they make a decision about their dental care.
Understanding Our Patient’s “WHY”
Let’s tap into the emotional side of dentistry. What is the patient’s “why” when they call about an extraction? This will vary from patient to patient; the only way to find out is to engage in the discovery process and begin asking questions.
“What makes you think you need an extraction?” is a good place to start because we want to get our patients talking. They may respond, “I’ve been in pain for a couple of days, and it’s keeping me awake at night.”
This patient has just told you their “why,” which is that they want to be free of pain. It is critical to emphasize that a patient’s “why” is NOT the dentistry; it is not the extraction, crown, or filling they are seeking; it is the emotion that is driving their actions to seek treatment.
Another example would be someone calling concerned with a broken tooth.
Here are some questions you could ask that patient:
- How long has it been broken?
- Are you in any pain?
- Have you ever broken any teeth before?
- Are you able to eat properly?
- Are you wanting to save your teeth, or are you okay continuing to lose teeth?
A patient may answer these questions something like this:
- It’s been broken for about a week.
- It’s cutting my tongue, but no pain yet.
- I have had other broken teeth, which is why I am missing so many now.
- I do have a hard time eating. I really miss being able to bite into a slice of pizza.
- I feel like I may be past the point of saving my teeth, and I really don’t want dentures. My dad has dentures, and he has such a hard time keeping them in place and actually keeps them in his shirt pocket. I would like to learn what my options are.
What is the “why” of this patient? A patient advocate actively listens to what the patient is saying. This patient wants to hear not only about options for fixing this one tooth, but also about possibilities for whole-mouth care. They have broken teeth in the past, causing them pain. They are now having difficulty eating and do not want to end up like their father – struggling with dentures.
This is their “why,” so keep it in mind as you guide your patient through their dental journey. To confirm that you understand the patient, summarize what you believe to be their “why.” This helps the patient feel heard and acknowledged, and builds trust.
Simply tell your patient, “I am here to be your advocate; if there is anything in your way of getting what you want, use me to get around it.”
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