11 Ways To Have A GREAT New Patient Visit In Hygiene

1. Remember, it’s all about gathering information, not presenting solutions. Ask, don’t tell.  Open-ended questions are a staple in the new patient visit.
2. Build a relationship first by seeking to understand the patient – get into their frame of reference rather than trying to pull them into yours.
3. Take photos – remember the purpose for which they are intended – to give the patient ownership for their dental health. ‘After’ photos are crucial as well for comparison purposes.
4. Focus on end-result benefits, not technical details. What does the patient want their teeth to look like, feel like and how long are they wanting their teeth/dentistry to last?  It’s not about talking options/details at this point.
5. Give the patient what they want. If they’ve asked for a cleaning, but have periodontal issues, find out why they wanted their teeth cleaned to begin with.  Without knowing what’s important to them, we risk losing the patient.
6. Education – but not yet… save it for when you start treatment. We aren’t skipping this step!! But it’s important to understand that patients are not swayed by education – this is logical thinking, which gets in the way of the emotional decision-making process. Give ‘em both barrels of education when you begin treatment.
7. Value your patients’ time. Be on time, and don’t keep them there for an excessive appointment.  If your new patients are in your office for more than 90 minutes  TOTAL, it’s time to evaluate your time-management.
8. Handoffs – the purpose is to transfer valuable information and so that the patient feels understood and listened to. Always hand off in front of the patient. Include personal info as well as their dental goals.  Handoffs should be specific and personal.  If all of your handoffs sound the same, you are probably just going through the motions rather than really communicating effectively.
9. Invite your patient back for a planning appointment. Not because it’s best for the practice, but because it will allow the patient to take ownership in their treatment planning process, and could potentially save them time and money long-term.
10. Set the table for the Doctor. Have all information you’ve gathered, along with photos and an invitation for the planning appointment established before the Dr. comes in to meet the patient.
11. Sale before the Exam – The Doctor will defer the complete tooth-by-tooth exam – it will take place at the planning appointment, AFTER we understand exactly what the patient wants (end results). The Doctor time in the new patient visit is an opportunity to get to know the patient on a social level, while assuring them that he/she can help them accomplish their objectives.

Check out our Hygiene Role Training Resource for more!