Alan Clarke discusses how a comprehensive approach to care can help you deliver something special to each patient – and it starts with a new patient exam.
In the world of comprehensive dentistry, we don’t simply look at the teeth – we consider the entire picture: the airway, aesthetics, function, and structure of the dentition. Unfortunately, in UK dentistry and perhaps because of our NHS legacy, it’s easy to get caught up in the ‘broken teeth’ mentality. Patients often walk in expecting to have their filling done that very day, and quite frankly, that’s where things can go wrong.
A narrative shift is needed and quickly. We are not here to simply please our patients by doing what they expect in the moment – bold statement, I know. But hear me out…
Our role is to guide patients to exceptional dental health, not just fix their immediate issues. We’re here to educate them about their oral health and lead them toward long-term solutions. We must put their wellbeing first, honour our professional commitment, and empower them with the knowledge they need to make informed decisions about their care.
So, how do we achieve this shift in narrative?
We do dentistry differently
To truly deliver something unique, we must offer an experience so extraordinary that our patients are blown away by our expertise, care, and attention to detail. This all starts with the new patient exam, the foundation upon which every great relationship – and every great treatment plan – is built.
The new patient exam is where we set the tone for comprehensive care. It’s the first step in building a relationship with the patient, and every part of this exam should reflect the philosophy of looking at the whole patient, not just their teeth. Here’s how we approach it:
1. Comprehensive dentistry approach
We begin by assessing the airway, aesthetics, function, and structure of the dentition. It’s not just about fixing what’s broken; it’s about understanding how everything works together to create a healthy, balanced smile. This comprehensive approach allows us to provide treatments that improve both the function and appearance of the mouth, supporting long-term health and wellbeing.
2. The ‘why’ conversation
This is crucial. During the exam, we ask open-ended questions to understand the patient’s why:
- Why today?
- Why now?
- Why me at this clinic?
- What are their financial expectations?
This step goes beyond understanding their dental needs; it helps us get to the heart of what’s driving them. By asking these questions, we begin building rapport and trust – critical elements in guiding them through the treatment planning process.
And here’s something important: We are not here to treat everyone. Not all patients are the right fit for the care we offer, and that’s absolutely fine. The quicker we recognise this, the better. I have been burnt before!
By selecting patients who align with our values and care philosophy, we ensure that we can provide the best possible treatment. Our patient filtering tool needs to be sharp. Patients must not only trust us but also value the care we provide, as they have many options available to them.
3. Tour of the mouth
Next, we perform a thorough examination, taking time to:
- Assess the airway and function: is the airway clear? Is the bite functioning well?
- Examine the structure of the teeth, gums, and supporting tissues
- Consider the biology of the mouth: what’s the overall health of the soft and hard tissues?
- Evaluate the aesthetics: is there a desire for cosmetic improvements?
We use radiographs, scans and photographs, and now AI to capture a detailed view of the patient’s oral health. This information is vital for building a co-diagnosis pathway, where both you and the patient can arrive at conclusions together.
Co-diagnosis for conversion
Co-diagnosis is a cornerstone of comprehensive dentistry. It’s not just about diagnosing; it’s about educating the patient and guiding them through the process. When a patient understands what’s happening in their mouth, why a treatment is needed, and the long-term benefits of the plan, they are far more likely to proceed with treatment.
Here’s the key: never make a premature offer. Don’t assume what the patient can or can’t afford. Let them absorb the information first, and then provide treatment options that align with their goals, budget and timeframe. Being transparent and informative gives the patient the confidence to make decisions that are right for them.
The goal is not to upsell; it’s to offer a clear, understandable pathway forward. When you communicate effectively and reinforce the message across the whole team, patients feel more informed and empowered to take the next step.
The role of the team
The role of your team cannot be overstated. Every member of the practice should be focused on adding value at every touchpoint in the patient journey. From the first phone call to the final treatment session, your team has an opportunity to positively influence the patient’s experience.
- Receptionists are often the first point of contact. They can set the tone for the patient’s experience, ensuring that they feel welcomed and well-informed right from the start
- Dental nurses can assist with case presentations and ensure that the patient feels at ease and confident in the treatment process
- Hygienists can provide important insights into preventive care, helping to build trust in the practice’s commitment to long-term
oral health.
When the team works together to add value at each stage, the patient feels it. It’s not just a clinical visit – it’s a holistic experience where the patient feels cared for, listened to and respected.
Achieving your financial goals
It’s important to acknowledge that growing your patient list and achieving your financial goals are closely intertwined. However, financial success doesn’t come at the expense of providing excellent care. In fact, by consistently delivering high-quality care and building strong, trusting relationships, your practice will naturally grow.
As you build your reputation for providing exceptional care and ethical treatment plans, your list will grow, your patients will return and the financial results will follow. Financial success is a by-product of offering patients exactly what they need – high value treatment plans that genuinely improve their quality of life.
The new patient exam is your opportunity to provide comprehensive care that focuses on the whole patient, not just their teeth. By embracing a facially generated treatment planning approach and focusing on co-diagnosis, you can offer ethical, high-value treatment plans that put the patient’s health first.
Remember, this isn’t about fixing immediate issues – it’s about guiding patients towards better health and long-term solutions, all while delivering an outstanding customer experience.
In doing so, you’ll be able to convert high-value treatment plans – not because you’ve sold them, but because you’ve educated and empowered your patients to make the best choices for
their health.
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