Treatment presentation is a difficult skill to master. We wonder why patients don’t move forward with recommended treatment. We often tell them what they need without understanding their goals. It’s not necessarily about what we’re recommending, it’s more about why.
Patients don’t always understand why we recommend treatment because we jump quickly to the solution, leaving patients behind with the problem. Without knowing their expectations, we have zero insight into what’s important to them. We need to get them to tell us what’s important and what they want from us.
When patients ask, “It doesn’t hurt, so why would I do anything?” or “How long can I wait to fix this?” they either do not have a full understanding of the problem, or they do not have goals for their oral and overall health.
If we can tie our findings to their oral health and smile goals, patients will be empowered to make decisions for themselves. We can identify their goals by using statements and discovery questions.
“People go the dentist for many reasons. They’re in pain, they want a clean mouth and fresh breath, or they want to save money long-term. You took time to be here. Tell me why. What’s important to you?” Now listen and learn what motivated them to come to the dentist. This is key to better treatment presentation, and hopefully, treatment acceptance.
How to gain more patient insight
- “What do you want your teeth to be like in one year, 10 years, 20 years?”
- “On a scale of 1 to 10, how healthy would you like your teeth and gums to be? How healthy do you feel they are right now?”
- “On a scale of 1 to 10, how important is it for you to have an attractive smile?”
- “When do you want me to tell you when there’s an issue? Early, a little later, or when it’s more severe?”
- “If we find issues, do you want the best options or cheaper options?”
- “On a scale of 1 to10, where do you think your dental health is now? Why? Where would you like it to be”
- When patients give a score that doesn’t align with their goals, ask, “What’s keeping you from being a (stated goal)?”
These questions take less than 10 minutes, and the patient will tell you their expectations. When you need to recommend treatment, you can connect your findings to their goals. “If I heard you right, these things aren’t going in the direction you said you want your health to be. I’d like to show you what we recommend to meet your goals.”
Your patient should remain the focus
Patient-centered goals are important in treatment acceptance. We’re able to shift the focus from simply treating a disease or condition to addressing the patient’s individual needs, values, and preferences. When patients feel heard and engaged in their treatment planning, they’re happier with their dental care. This fosters positive reviews and referrals and enhances the reputation of the dental practice—a win for everyone.
A patient-centered treatment approach builds a strong foundation of trust. Many patients are nervous about coming to the dental office. Building trust and relationship can decrease those anxious feelings. By focusing on a patient's concerns and anxieties, dentists can create a more comfortable and supportive environment that improves the overall experience.
Ask them, “What can I do to decrease your anxiety?” Many will share a traumatic experience. Reinforce positivity and explain how your office can accommodate to lessen their worry. When patients feel respected, they’re more likely to be honest about their concerns and expectations.
Patients have the right to make informed decisions about their health care, and dentists have a responsibility to provide them with the information they need to do so. I often tell patients, “It’s my job to educate you on the condition of your health, and to make the best decision based on your priorities, goals, and checkbook.” Patients do not want to feel pressured into accepting treatment!
If you want patients to value your guidance and follow your recommendations, begin by truly listening to them and respecting their priorities. This patient-centered approach increases satisfaction, treatment adherence, oral health outcomes, and builds lasting trust and successful patient relationships.
