Practice management considerations: It’s not just a recall
The patient described in Dr. Nash’s case was a 19-year follow-up. That’s a long time for a patient to remain loyal to a practice. How does an office ensure the longevity of patients and enroll them in treatment? And how does the office avoid the “it’s just a recall” trap? Turning ordinary recare visits into extraordinary ones is the key to building a strong hygiene department and gaining additional treatment acceptance from existing patients.
It’s critical to allow enough time during the hygiene visit to have a treatment discussion with the patient. How that time is used to engage the patient in discussion about treatment is vital to gaining treatment acceptance. Social conversation is important to build rapport with the patient, but it should not overrun the appointment. Remember, he or she came for a dental appointment, not a social visit, although both are important components of the patient experience in your office.
Avoid an attitude of assumption or apathy toward discussing additional treatment for the patient during the hygiene visit. I’m referring to the approach that the patient is not interested (e.g., “I’ve told them about this before.”). If the hygienist doesn’t place importance on treatment diagnosed but not accepted, how can the office expect the patient to place importance on proceeding with care?
At the beginning of the visit, remind patients where they were when they started in your office and advise them of where they are currently. Then open the conversation about future treatment: “Let’s talk about where your dental health will be or where you want it to be three to five years from now.” This is a great opportunity to discuss treatment that has been previously recommended but is yet to be completed “Tell me what has prevented you from proceeding with your treatment?” is an open-ended question that invites conversation with patients about their outstanding treatment. Open the appointment with this discussion. This will prevent running out of time or the patient feeling the urge to get up and check out without these questions being asked. Waiting until the end of the visit is too late.
There is excellent patient engagement technology that can help the practice keep the patient connected to the practice through reactivation notices and newsletters. Working with companies such as Solutionreach, RevenueWell, and others can increase patient retention and reactivation efficiently and effectively for the office.—Debra Engelhardt Nash
The new veneers are shown from the facial view in Figure 14 and incisal view in Figure 15. In the radiograph in Figure 16, the thin veneers can be seen in place. This case illustrated to me that thin veneers bonded to enamel have the potential to last for many years.