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CDS Member News and ArticlesProfessional News Articles : : ON PRACTICE MANAGEMENT by Janyce Hamilton : Pop Quiz for Dentists Pop Quiz for DentistsApril 1, 2008
Take the following pop quiz to see how well you did today in your dental practice at meeting your patients’ expectations in terms of personality. Because, let’s face it: the traits you exhibit as a human being are what your patients evaluate to judge you as a doctor. Unless it is their front teeth, they are unable to judge your clinical skills. Answer by thinking of this as a test of how you treated any one of your patients today. Write down the number and letter for each Q&A, because you will be scored and given a letter grade at the end. Take the quiz after a day of practicing dentistry. Do not read all the questions first or skip ahead to the answers! Take the quiz1. How many times did you have your face mask off while looking at your patient today, during which time you remember smiling?
2. Are you certain you were able to either shake the patient’s hand (without gloves) to say “hello” or did you say a proper “goodbye” after treatment and before he or she left the office?
3. Did you ask the patient if he or she felt any worries or concerns about dental treatment before starting and after any new treatment plan was discussed? A. Yes 4. Did you tell the patients that your dentistry should never cause pain or anxiety, and if it starts to or if they just want to take a break for a minute, to raise their hand so you know to stop? A. Yes 5. Today if a patient seemed anxious or said something hurts, did you have a talk about it, including bringing up the various medication and anesthesia options? A. Yes 6. When a patient underwent anything beyond a dental prophylaxis, especially an extraction or something that involved a fee in the several hundreds of dollars, will you or a staff member call to check on how they are feeling that evening? A. Yes 7. Do you ask every new patient about who referred him or her, and then acknowledge the person who sent you the new patient in some way? A. Yes 8. If a patient tells you he told someone to come to your practice, do you do a little something to say, “thanks,” even if it is providing extra toothbrushes or mailing a thank you card just for “being such pleasant person”? A. Yes 9. Have you ever attended or donated to an event/effort (Little League game, restaurant, fundraiser, etc.) a patient invited you to attend, either because he or she would be there or was involved with it? A. Yes 10. When you learn a patient’s birthday, you: A. Send a card or have someone from the office call to wish the patient a happy birthday. Score your answers
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10. Add your points up for your answers to questions 1-10 above, and read your grade. Your scoreD-/F+: 25 points: “A Dentist in Pain.” If your patient looks at you from the dental chair and says, “Today is my birthday” and you do not respond: “Well, happy birthday” you have your work cut out for you. Maybe you are shy or are undergoing tremendous stress, but it is never too late to turn things around. The solution can begin without spending a lot of money. For example, try reading books or watching videotapes or attending a class on etiquette and courtesy. Go to your branch dental society meetings to socialize, and sit next to the most animated, friendliest person in the room. Join a Toastmaster’s group in your area to gain comfort speaking to strangers. The business section of the local bookstore is full of texts on how to treat customers and clients; pick one and read several pages every night before bed. Sleep on it. Practice some of what you learn over the year. If it still feels too awkward or painful when you practice talking with patients, consider going deeper inward to understand your reluctance to interact with people. Be gentle with yourself, but do not let yourself stay in this place for much longer. This is your life, and not only should it be much happier, it can be. It will be, when you begin to do one thing about it. Get going. B-/C+: 26-45 points: “Middle of the Pack Dentist.” The good news is that you are not often perceived poorly or misunderstood by your patients. The bad news is that while you may be a good guy or a “nice lady” (not my term), you don’t stand out compared with dentists your patients have seen before. Sure, you have your “moments”—really good days in the office. But, other days are not fun. Why not enhance your image to create a bond with your patients? A little loyalty goes a long way in the community. The more you boost your likeability rating, the more likely it is that patients will trust your treatment plans, and isn’t that what it is all about? Start with a self-assessment. How are you doing as a person? Can you be better to yourself? You are a lovely person and it is time to show yourself. Begin by taking walks or exercising a few times a week. Buy some updated clothing that fits for the office and away from the office, and throw away the worn out socks and t-shirts. Have a good or a different haircut? Try new soap or get a massage. Even a man can get a pedicure/manicure at least once to know what it’s like! Get fitted for shoes that an orthopedic or chiropractic physician would approve of. You work in them every day, why shouldn’t they be customized? Is there something you can try doing differently to change your diet for the better? Try a change, even for one day. Now that you know what to do to take care of your body, what about the mood? Sit down with a piece of paper and write all the reasons you do not take time to: chat with patients; properly greet them hello and goodbye; make sure their pain and anxiety needs are anticipated and intercepted; surprise your patient by either doing a “just because” and “I appreciate you, so…”; show up at their son’s basketball game; donate to their cause in honor of them or the name of someone they have cared about who is struggling or who died; or just tell the patient you are glad to see them today. Is the theme of your excuse that you are “too busy, no time”? If so, analyze how many minutes it would take to say hello and goodbye or chat with the patient at the beginning and after treatment, and add that up for the average number of daily patients. Is it 30 minutes of nonbillable time in each day? Does that seem too expensive to “waste” on communications? If you are still reluctant to try doing anything differently such as the above suggestions, it is time to go to the library or bookstore, and read either biographies of successful people you have admired or just the ways to treat “customers in business.” If you are too reserved and quiet to feel comfortable with “aggressive interactions,” join a civic organization in your community and get active or a club, such as your local dental society. Talking about these challenges in study groups and among your peers will help you gain ideas for your own way to more naturally build closer ties with patients. Toastmasters is an example of a group that meets in most cities for people to practice getting up in front of new people to communicate. Joining many of these groups costs less than a daily home delivery subscription to the New York Times or going out to eat at a decent restaurant.
A+: 46-100 points: “Exceptional if not Flawless Dental God or Goddess.” Not only do you get on dental organizations’ Web sites to read ideas on how to best manage your dental practice, you try them out on a regular basis! Chances are that you at least skim the dental publications that come in the mail, and attend dental meetings every year. Perhaps you can feel your ears burning, as your patients talk behind your back in the best way possible to their friends, coworkers and family? You probably enjoy most of your staff members’ company, and think your life is pretty terrific overall. Does this sterling description fit you? Yes, it does. Congratulations, you are a superstar. However, resting on your laurels is not wise. We all feel tired or achy now and again, so it is easy to slip into a crabby day. Get enough sleep, drink enough water and move and fuel your body with the same quality habits you use to maintain your own teeth! Stay alert and play games with yourself as to how you can beat your “personal best” efforts. Ideas: Smile four times at one patient; call a patient tonight and set your timer for 15 minutes to listen without reacting as they (possibly) complain about their dental complications, then thank them “for sharing” and promise to see them until the situation resolves (wear a silly hat or glasses during the call so you don’t get dragged down); bring a cupcake into work with a candle, presenting it to a patient whose birthday is the closest to today; start having staff enter 3 sentences in the patient’s record about their personal activities/events during that visit; when they are back in the office next, ask them how their trip to Bermuda went, or their parents’ 50th anniversary surprise or if they are unpacked from their move; look your staff members in the eye and say thanks, even if it is for something they are supposed to be doing.
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