Hygienist FAQ's
When learning new systems for effective patient communication in any role it's common for us to continue doing what we've always done, while trying to add new systems in addition to the old. While there is certainly a learning curve and gain confidence to let go of the old way, you'll likely save time, while enjoying your patients more!
Here are some common questions we hear from hygienists that are new to the Brady Group systems...
I only have an hour for a new patient visit. How do we have enough time to take pictures?
In the beginning, it’s tough to let go of old systems, as well as procedures that will now take place later in the patient flow process. As a result, the new patient hygiene visit is being conducted as it always has, trying to pile the photos, study models, questions and planning appointment invitation on top. This can definitely put stress on your schedule and cause you to run behind. Prioritizing these things can help you organize the appointment so that you can stay on time.
Here are the MOST IMPORTANT things that ought to take place…
- Give them what they want, ie: clean their teeth.
- Further establish their goals/wants.
- Take photos/x-rays
- Invite them back for a planning appointment
We are not skipping anything, just simply changing the order. The comprehensive exam ought to take place at the planning appointment. The full periodontal charting can be done at the planning appt or even at the start of treatment when they have been anesthetized.
Why can’t we educate our patients?
PLEASE don’t stop educating your patients. As mentioned above, we are not skipping it, we are simply moving the education to a different part of the process. While education is a crucial part of the patient flow process, it’s NOT part of the sales process. Education does not equal case acceptance.
Can we tell them they have periodontal disease on the first visit?
As with restorative, we are not diagnosing, presenting treatment/solutions on the first visit. Once the patient’s goals are established, you can say something like, ‘I see some issues with the health of your gums that could stand in the way of the long-term goals you shared with me. I’m still gathering data, but would it be okay if I asked Dr. to include treatment to get your gums good and healthy in your long-term plan?’ End of story. On their return visit, your good doctor will sell the perio treatment for you... ‘Mrs. Jones, I can give you the smile you want – the total will be $32,000. I ask that you see our hygienist for a couple of visits, just to get your gum tissue good and healthy so that you will have the best possible result. Oh – and there won’t be any additional charge’ (already included in fee).
What if they have perio – can we scale on the first visit?
Let your patient decide. First and foremost, be certain that your patients’ goals have been established. If you determine that a gross scale is more appropriate than a prophy, I would simply ask them… ‘Mrs. Jones, I know you scheduled for a regular cleaning today, so that is the time frame we planned for - I’m happy to do that for you. However, I see some issues with the health of your gums that may be standing in the way of the goals you mentioned. I’m still gathering data, but I can see that a regular cleaning is not going to remedy the situation. How would you like for me to proceed?’
You might also ask, ‘Is there any particular reason why you wanted to get your teeth cleaned today?’ If it’s strictly a cosmetic issue – wanting stain removed for pictures, etc – you can remove the stain and polish, still giving the patient what they want.
You could even present this option… ‘I can still do a regular cleaning if you’d like, or I can gather some more information/records. Then with your permission, I can ask Dr. to incorporate into your treatment plan some therapy that will heal your gums and give you the best result possible. We will be able to combine the therapy with the your other treatment so that no additional visits will be necessary. We can have this ready for you when you come back in a couple of days for your planning appointment.’
The receptionist has already done a good job of finding out what our new patients want. I don’t want to be repetitive, so what am I supposed to ask them?
It’s common to feel as if you are being repetitive, especially if your front desk is doing an awesome job gathering information and establishing your patients’ goals. What a great opportunity to continue the process and find out what motivates your patient. WHY do they want white teeth? What is going on in their life right now that is making their appearance a priority? What is their story? Two key phrases… ‘Tell me more about that’ and ‘Why is that important to you’ - asking these questions will result in an emotional answer. The WHY is just as important as the WHAT. In handoffs, be certain that you have found out what motivates your patient and hand it off to your doctor.
Check out our Hygienist Systems for Success resource!