At Bryant Consultants, we believe that excellent customer service involves genuine communication with patients, guided by a set of established principles for staff to follow. This ensures that dental teams can provide authentic care while adhering to office policies.
Consider these guidelines as a game plan for your team, helping them understand their position, objectives, and their role in achieving the ultimate goal: outstanding patient care.
Here are 10 things that should never be said to dental patients at Bryant Consultants:
“That is expensive.”
Dental care is necessary and worth the investment, but some team members might unintentionally reinforce patients’ concerns about cost. Ensure that your team understands the value of dental services to maintain a healthy practice and case acceptance.
Discussing another patient
Complaining about a patient can negatively impact office culture and patient privacy. If patients overhear negative remarks, they may question the staff’s discretion and professionalism.
“You should get insurance.”
While understanding insurance is important, focusing too much on it may lead patients to prioritize it over their dental care. Encourage your team to concentrate on providing excellent care instead of engaging in insurance battles.
Discussing fees over the phone
Since diagnosis cannot be made over the phone, team members should avoid discussing fees whenever possible. Encourage patients to schedule an evaluation or exam to determine their dental needs.
Saying mean things
This is a universal rule: avoid making unkind remarks to anyone, including patients and team members.
Displaying negative nonverbal communication
Eye-rolling, unenthusiastic tones, or exasperated sighs can leave a stronger impression than words. Ensure that your team’s nonverbal communication aligns with their verbal comments.
Having a negative attitude
A consistently negative attitude can affect both team dynamics and patient care. Address any issues promptly to maintain a positive work environment.
Second-guessing the doctor
The dentist should never be questioned in front of patients or other employees. Encourage open communication, but ensure that discussions occur privately and respectfully.
Gossiping
Gossip can drain a workplace’s energy and affect patient perceptions. Promote a supportive office culture that discourages gossip and focuses on providing the best care possible.
Using “No” or “Um.”
Confident communication is essential when addressing patients’ concerns. Avoid using “No” or hesitant language like “Um” when discussing treatment options. As healthcare providers, it’s crucial for the team to convey confidence and knowledge to help patients make informed decisions.
By avoiding these pitfalls, Bryant Consultants dental teams can foster a positive environment that prioritizes patient care and satisfaction.
