It’s not uncommon for people to dislike visiting the dentist. When a patient arrives for their dental visit, they are sometimes faced with multiple decisions, although often they turn down treatment for various reasons. To help you uncover the reason why patients say no to treatment, and to overcome this issue within your practice, Bryant Consultants is exploring case acceptance and getting past the “no.”
Context is Everything
As a dentist, getting a “no” from your patient when presenting treatment options is nothing new. When this situation happens, take a moment and try to put their objection into context. When a patient decides against a particular procedure, it is not necessarily a real objection. The objection could be because the patient does not understand why the severity of their dental problem. In some cases, patients feel as though they cannot justify the cost of the procedure.
Therefore, to maintain a positive relationship with your patient, try not to get annoyed or angry because of the objection. Instead, continue to speak with them calmly to gain insight into why they elect not to have treatment. Then, work together to find a solution that is suitable for both you and your patient.
What is an Objection?
Simply stated, an objection is a reason why the patient does not accept the recommended treatment based on a lack of engagement from the dentist or a lack of adequate information. If your patient does not understand how the proposed treatment aligns with their oral health, then they may immediately object to the treatment option. There are several reasons for this misunderstanding, but it often originates from a breakdown in communication between the dentist and the patient.
Why Does an Objection Occur?
Typically when a patient objects to treatment, they do not fully understand the extent of the issue, nor do they understand the consequences of failing to treat the problem promptly. Sometimes, a patient simply does not understand what you are saying when describing their condition or the suggestion of how it could be remedied. An easy way to help you know if your patient understands is to ask them if they have any questions or if there is anything they do not fully understand. Taking a moment to check in with the patient could help them feel more comfortable with you as their provider, all while building rapport for a friendly and trusting relationship.
There are five main reasons why patients object to much-needed treatment options, including financial issues, time away from family or work, fear of the procedure, they fail to see the urgency in the needed treatment, or they lack trust in their provider. The objections often occur due to miscommunication or feeling overwhelmed if there is a lot of information provided at one time. Also, if the overall expense of the treatment may cause sticker shock, it may be easier for the patient to immediately say no.
Are There Legitimate Objections?
Yes, there are legitimate objections as to why a patient is unable to accept treatment due to genuine life conditions. There are times when a patient’s situation could make it impossible to obtain treatment. Therefore, that is not a voluntary objection, but a situation that would require a change over time or in life circumstances before the situation could be resolved. Although the objection may sound like the patient is giving unnecessary resistance to much-needed treatment, speaking with your patient to explain the dire situation and prevention of further health complications may help them realize the importance of the treatment.
Dental Practice Consulting in Kingsport
Patients have the right to object to treatment options, but sometimes those objections are an indication of an underlying situation like miscommunication or not enough information. By building a relationship with your patient and working with them to achieve optimum oral health, you could increase patient case acceptance and have a patient for life. If you have questions about how to better handle objections from patients or need assistance improving the operations of your dental practice, feel free to contact Bryant Consulting by calling (877) 768-4799 or request a consultation online.
