Tips for Effective Communication in your Dental Practice

Effective communication is the backbone of any successful dental practice. It fosters a deeper connection between the practice and its patients, ultimately enhancing patient satisfaction, retention, and even attracting new patients through word-of-mouth. To help your practice excel in patient communication, here are ten “best practice” tips for engaging with your patients more effectively.

1. Start with a Warm Welcome

The first impression is crucial. Ensure that every patient is greeted warmly the moment they step into your practice. A friendly reception sets a positive tone and can ease any anxiety your patients might feel about their visit.

Tips: 

• Use eye contact
• Say patient name 
• Smile 
• Open door for your elderly population 
• Have paperwork ready
• Preview patient referral and acknowledge
• Give a quick tour and help patients feel welcome to their new home! 

2. Use Clear and Simple Language

Dental jargon can be confusing and intimidating to patients. Always use clear, simple language when explaining diagnoses, procedures, and treatment options. This helps patients feel informed and involved in their care decisions.

Tips:

• Remove words like- Decay, comp., PA, BWX, full mouth, CBCT, perio chart , pan limited …. 
• Replace words like that with Layman terms like ;
• Cavity, Cavity detecting picture, Comprehensive exam , head and neck picture

3. Practice Active Listening

Active listening involves fully concentrating, understanding, responding, and then remembering what the patient says. It’s important to give patients your undivided attention during consultations, showing that their concerns and questions are valid and valued.

Tips:

• Have a pen and paper handy to write important notes or type into computer.
• Sit at eye level with patient 
• Lean in slightly 
• Ask to elaborate more on important information 
• Say patient’s name when responding 

4. Personalize the Conversation

Tailor your interactions based on the patient’s history, preferences, and even their emotional state. Personal touches not only make patients feel cared for but also build trust and loyalty.

Tips:

• 80% of the conversation is about the patient (your customer) Make them feel important like your guest ! 
• 20% is common interest conversations. This keeps patient interested and engaged. 
• Include WKY (We know you) section in your patient chart. 
• Discuss patients needs and focuses for visit at your morning huddle.  
• Clinical and administrative team should be in sync on each patient interaction 
• Providers should always be brought up to speed when entering room to ensure communication is clear and focused for the patient.

5. Educate Your Patients

Knowledge is power. Educate your patients about their oral health including the effect on overall health,  the importance of ongoing dental care, and the specifics of their recommended treatments. Use visual aids like slideshow loops in your operatories, models, or digital images to make explanations clearer and more engaging. A picture is worth a thousand words! 

Tips:

• Send patients home with their digital images, email them to allow patients to take pictures of their teeth so they can look at them and engage in their care. 
• Create urgency for care. The longer care is prolonged the more tooth and nerve damage along with increase price due to complexity or added care needed. 
• Use proactive wording such as “Let’s “ get you scheduled so we can be proactive about the longevity of your teeth and guns 

6. Encourage Questions

Make it clear to patients that their questions are welcome. An open-door policy regarding inquiries encourages patients to be active participants in their dental health. It also clears up any misunderstandings that might affect their treatment or satisfaction.

Tips:

• After presenting the patient with their care plan (aka the treatment plan) ask patient  how they are feeling with what the doctor just explained and it’s a lot to process so that’s why your here ! Questions and comments, what’s where we thrive as a team. 

7. Follow Up Proactively

After a visit, a follow-up call or message can make a big difference. It shows that you care about how your patients are handling their procedures or treatments and provides them with an opportunity to raise any further questions or concerns.

Tips: 

• Don’t use dental words on phone. Say it in layman’s terms “Customer friendly “ to ensure there is no confusion and you present yourself in a caring manner over the phone. 
• If you care about your patients it’s time to show it ! Call, follow up, engage ! 

8. Be Responsive

Ensure your practice is responsive both in person and digitally. Quick responses to calls, emails, and social media interactions are crucial in today’s fast-paced world. Patients appreciate when their dental practice is accessible and responsive.

Tip:

• Be “of your word” so basically do what you say and in the timeframe you say it. That being said it’s important to break old habits here. Make sure you’re respectful of every one involved in care’s time. Do not over promise !! 

9. Seek and Utilize Feedback

Regularly ask for and act on feedback. This not only helps in improving your services but also makes patients feel that they have a say in their dental care experience. You can gather feedback through surveys, suggestion boxes, or informal conversations.

Tips:

• Promote feedback with every patient ! The more you engage with your patients and your teammates the better the service is. 
• When everyone is working together patients can feel the energy shifts in the practices.
• A stressed office is a stressed practice and a stressed practice is filled with stressful patients. Don’t forget you attract patients that have similar values. Patients refer people they know. 
• If your short staffed do not forgo rules and guidelines. There are so many third party companies that can support your treatment calls, process your insurance claims, plan your team outings, buy your team swag and honor special dates with you even being CE to you. It’s time to explore remote team members. With short staffing issues across the country it’s back to high school for many dentists and training from rhetorical ground up. Don’t forgo your practice vision just be willing to explore different ways of doing business. 
• Have your administrative team ask how the patient’s visit was with (say providers name) 

10. Maintain Privacy and Confidentiality

Always respect patient confidentiality. This includes discreet discussions about treatments and not sharing any personal information without consent. Respecting privacy builds trust and ensures compliance with HIPAA regulations.

Tip:

• Be proactive about this When you are doing complex care it’s critical and exceptional service to get those added names on HIPAA forms and make sure there are notes in the patient’s chart on who comes with them to visits and who is engaged in this care process during the duration of care. 

11. Implementing “Best Practice Systems”  in Your Practice

Implementing these best practice systems requires a consistent effort from the entire dental team. Training and development are key components in maintaining high standards of patient communication. That’s where Bryant Consultants comes in. Our coaching services are tailored to help dental practices achieve excellence in every aspect of their operations, especially in mastering the art of patient communication.

With Bryant Consultants, you can expect personalized coaching that aligns with the unique needs and goals of your practice. We focus on practical, actionable strategies that you can implement immediately to see improvements in patient satisfaction, retention, and overall practice success.

Tip:

• Video your systems and store in a share drive or in your Company App. This does two things, first it tells your team that you know your company and secondly it trains everyone to your company’s expectations within 90 days and that keeps your company’s numbers up and running smoother as opposed to the costly bumps and mishaps that transpire during short staffing and unsure thinking which leads to poor morale. (that makes for a bad company culture) 

Ready to Transform Your Patient Communication?

If you’re ready to take your patient communication to the next level, don’t wait. Contact Bryant Consultants today info@bryantconsultants.com Our team of experts is ready to assist you in refining your communication strategies, enhancing patient interactions, and boosting your practice’s performance. Visit our website or call us to learn more about how our coaching services can help you build stronger relationships with your patients and turn every interaction into a positive experience. Let’s work together to bring out the best in your practice!