Helping patients overcome barriers to treatment
When patients enter a dental office, they may have their guard up due to prior negative experiences not even associated with you. Hopefully, your team has developed a strong rapport with the new patient, inquired about their “Why” for seeking treatment, and begun to form a positive relationship with them prior to their first appointment.
Asking the right questions and digging deeper when necessary can help team members get their patients access to the care they desire.
The Patient’s “WHY”
Do you know what the primary reason for getting treatment is for the patient you’re chatting with? Every patient will experience this differently. Although some may be similar to others, dentistry is emotional, and the motivating element might change depending on a patient’s situation. Going into discovery mode is the most effective technique to determine each patient’s “Why.”
Asking them questions, getting to know them, and demonstrating empathy will help you do this. Use a 5-star greeting to engage the caller in conversation rather than a transaction by actively listening, getting to know them, and asking them questions. They’re going to share important information with you. Use it to help them get what they need and want – that’s true patient advocacy!
Top 5 Patient Barriers
- Time
- Cost
- Lack of Urgency
- Fear
- Trust
Time
You may hear patients say they do not have the time due to their personal and work schedules. Don’t be afraid to ask the patient if they are ready to commit to their dental health by dedicating time to achieve their oral health goals. It is important to make it about the patient, find the benefit and educate.
Cost
Cost is one of the most common barriers, and we may even say it is the most easily recognized barrier. Be sure to use all of your tools to break through this barrier when possible. Don’t take the easy “No”.
- What can they afford?
- Split treatment into affordable phases.
- Offer payment plans.
- Poor credit – do they have someone willing to cosign?
For those patients where cost is their true barrier, meaning you have ruled out all of the other barriers, be sure to assure them that everybody has a next step!
- Time to save funds
- Working with a credit repair company
Lack of Urgency
Many patients lack urgency. Your role is to educate them on their current condition of oral health and assure they understand the consequences of not completing treatment. This should include: Risks, Benefits, and Alternatives for treatment.
Be sure to tie into their “Why” when discussing this with the patient.
For example: If a patient’s “Why” is they don’t want to end up in dentures like their parents because they have watched their struggle for years, educate them on how taking the path of no treatment will most likely put them in dentures.
Fear
Dental anxiety is real. Many people are plagued by this, and some to the point of preventing them from pursuing treatment. With these patients, you will want to slow down, listen and acknowledge their concerns. The simple act of acknowledgment goes a long way.
Be sure to have an understanding of what your office offers to help patients through this:
- Sedation and anesthetic
- Headphones
- NuCalm
- Comforting items such as blankets and neck pillows
- Watch your words. Don’t say needle, shot, drill, etc.
Trust
One might assume cost is the biggest barrier preventing patients from moving forward with treatment when in reality the biggest barrier is TRUST. Dentistry is emotional and intimate, so we must stay keenly aware of this as we communicate with our patients. Provide exceptional customer service with attention to detail, proper management of expectations, and excellent communication.
Some patients benefit from the feeling that they have some control over certain aspects of their dental care. There are many factors that may feel out of your control as a patient with a comprehensive treatment plan. Consider what you can give the patient control over to help them feel like they have autonomy over their care.
Conclusion
When consulting with patients throughout their dental journey we must be aware of each barrier and stay ready to beat these barriers down, ultimately helping your patients get what they want. This takes mindfulness, patience, great communication skills, and confrontational tolerance.
Understandably, not all patients will close treatment right then and there. Before dismissing the patient, be sure to schedule a follow-up within an agreed-upon time frame, this follow-up can be done over the phone, by email, or by text to prompt the conversation.
Lastly, ensure their next appointment is scheduled. This could just be a recare/check-up visit. If they don’t accept now, their next appointment is another chance to get them to agree.
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