Communicate More Effectively
With Patients, Teams & Specialists
Roger P. Levin, DDS
All dentists should be justly proud of their clinical skills. It takes many years of dental school to learn procedures and be able to handle cases confidently. However, the fine art of excellent communication is not taught in dental school, which is a shame because it is as important to total practice success as clinical training.
One prominent characteristic of highly successful practices is the ability to communicate effectively with themselves, patients and other doctors. Let us examine each of these individually:
Communicating With Team Members
While being polite and professional is essential, effective communication with team members goes much further than that. When speaking with the team, a dentist should serve as a role model. After all, the staff takes their cues for behavior from the doctor.
For example, always display calm, positive behavior, even when the practice is stressed. A composed doctor inspires the team to handle a hectic day far more easily, which in turn contributes toward practice productivity. In addition, use regular meetings to facilitate effective two-way communication within the office. Misunderstanding most frequently occur when the dentist and the team aren’t talking to each other.
Communicating With Patients
As a new dentist, you bring enthusiasm. You are excited to see patients. Unfortunately, the busier dentists get over time, the easier it is to let “people skills” become rusty. Dentists should always make sure they see patients as people, not just names on the chart. Building a stronger rapport with patients makes their visits more enjoyable while making your own day more rewarding as well. Getting to know your patients can be as simple as finding out their hobbies, their likes and dislikes,all of which are excellent conversations starters for the next visit.
Some of the most interesting conversations I have ever had took place chairside. Happy patients return for re-care appointments and will trust you more, which is a critical element of any case presentation you give.
Communicating With Specialists
Specialists obviously depend on referrals from general dentists. Over a dentist’s career, there will be many lunches with specialists, which provide opportunities for you to interview them just as much as they are interviewing you. First and foremost, you need to feel confident that the specialists to whom you refer perform excellent work. However, that is not the only criteria. You also want to get a sense of their dedication to compassionate patient care and their ability to communicate clearly with your office.
Remember that every patient you refer needs to have as good an experience in the specialist’s office as your own. Otherwise, they will return to your practice questioning your judgment in selecting specialists. Excellent communication between the specialist and you is critical to a good referral experience.
Conclusion
Like excellent clinical skills, good communication drives your practice. A practice that communicates well internally, with its patients and with specialists is an office that enjoys low stress and high production. It is also a practice where doctor and staff alike enjoy what they do every day. ■
Dr. Roger Levin is founder and Chief Executive Officer of Levin Group, Inc. a leading dental practice management consulting firm that provides a comprehensive suite of lifetime services to its clients and partners. Levin Group can be reached at 888-973-0000 or at www.levingroup.com