Comprehensive Communication Simplified: The secrets of a patient centred approach with
Dr Michael Melkers & Dr Lincoln Harris
Previously known as
'Continuing to Care: A Patient Centred Approach to Communication & Orthotic Therapy'
fees & bookings
View brochure of Australian Tour
Imagine a day in your clinic when patients tell you the treatment that they want, how to present it to them and then they say "Yes"! Believe it or not, it can happen every day in your practice…if you know how to listen for it.
We invite you to join Drs Harris & Melkers workshop as they share their secrets and perspective on communication success. Together, they will guide the entire team through the communication process from the patient’s first phone call to post treatment review…and everything in between.
Understanding "No" and why it happens …
A patient’s perspective on what they will and won’t do...and why
"Buttons" and Barriers…how patient’s tell us EXACTLY what we need to hear
Communication philosophy and application that works in almost any practice
Case presentation techniques with the lowest stress and highest success
This 2 day workshop is limited to just 15 dentists for small group learning situations to maximize your experience. You will receive comprehensive one on one instruction.
Join us & discover what patients are really thinking...Interactive discussion & planning means you can put your skills to work straight away.
- How to listen...it is harder than you think-and alot easier!
- How to discover what the patient really wants.
- How to truly base treatment recommendations on a patients's goals
- How to avoid offending patients with high cost treatment plans.
- How to discuss treatment in a very non-confrontational way.
- How patient ask for treatment.
- How to help patients to understand what the consequences of inaction will be without making them feel hopeless about their teeth.
In today’s challenging global economy, Dr.’s Harris, Melkers & their teams have enjoyed unparalleled practice growth, success and decreased stress. With very different personalities & practices on very different continents , Dr. Harris & Melkers will share what works-no matter where you practice.
We hope that you will join us for this unique team experience as they share how they did it and how you can enjoy the same results in your own dental practice.
"After hundreds of hours of courses on how to do the dentistry I want, it was refreshing to actually learn how to GET to do the dentistry I want." Dr. A.M.
"We could not believe how easy it was to take the techniques we learned and put them to use. Our office has never been more productive!" Dr. C.B.
"I cannot tell you what an impact your communications course had on my husband. After almost 30 years in practice I have never seen a greater change for the better than after we attended your course. Thank you." Dr. S.G
Express your interest or ask a question to gayle@harriscallaway.com
The latest article written by Michael Melkers published by Australasian Dentist.
DIAGNOSING “YES”-A PATIENT CENTERED APPROACH TO TREATMENT SUCCESS
You just finished your polished presentation to your patient-you had all of the records- the groomed study casts, the digital photos, the radiographs, cone beam images and diagnostic mock-ups. The treatment plan was crisply printed on your letterhead and neatly packaged in the monogrammed folder with your business card and financial options. Everything was there. All of your verbal skills honed over the years, intertwined with all of your commitment to technical excellence in treatment planning. You finished your case ‘performance’ for the patient and sat back waiting for the patient favorable reaction and commitment to treatment. And-you waited...and the patient looked over the materials...and you waited...while the patient glanced around at the desk...and the walls...and the floor. And-you waited.
Then, the patient thoughtfully replied “Doc-I am going to need to think about it.” Nine simple words that are uttered in every language, in every country, in every city, in every dental practice around the world. Nine simple words that crush us, frustrate us and in the end lead to the patient scheduling no treatment. We wonder what they “needed to think about.” Did we not give them enough information? Perhaps-we should have included a pamphlet or two more on periodontal disease and comprehensive care...or the tooth drawing with the nerve and dentine drawn out in red and blue pencil. What was it that we were missing? What a waste of time.
The patient walks out of our office-overwhelmed...frustrated. “What was that doctor thinking? Didn’t he know what I came to see him for? What was all of that rubbish that he wanted me to do-what a waste of time.”
What a waste of time indeed-for both the patient, the doctor and the entire team. All of the time and effort that went into the case was truly a waste. The doctor and team were frustrated as all of the technical training and business systems just didn’t seem to matter. The patient was frustrated as they were not only overwhelmed by the treatment plan but totally surprised by it as it was not even remotely something that they were interested in.
As doctors, we want to help our patients. In some way, shape or form it is why we chose the profession that we did. First-Hippocrates implored us to first do no harm. Following that it was the natural progression that we as a profession committed ourselves to our patients well being. As patients, the population seeks us out to help them achieve their health goals. They seek, we provide. It seems like the perfect arrangement, yet we encounter the “No”s the “...maybe”s and the dreaded “I will think about it”s. Where and how does this disconnect occur?
When we consider the opening scenario between the patient and the doctor, there is a tangible frustration that stems from unmet expectations. The doctor expected for the patient to understand, appreciate and accept the treatment recommendations. The patient had an expectation that the doctor would provide treatment options to choose from that would address his concerns and goals. Each had invested time, money and effort into the process yet no one was happy with the end result.
Expectations can be better understood and achieved by breaking down the process by which they occur in offering dental care options.
Awareness
The first step in meeting expectations is awareness. We as practitioners must seek to understand the patient’s level of awareness of their dental health conditions. assumptions of their level of awareness can lead to offering ‘solutions’ that have little or no level of value or relevance for the patient. Steven Covey wrote “First seek to understand, then seek to be understood.” This commitment is a foundation for meeting expectations but also for a succesful and continued patient~doctor relationship. Once we have put forth that effort, we can share our additional observations and do our best to raise the patient’s level of awareness to match our own. Awareness should also be considered at this point when it comes to patient goals. Without awareness of their conditions, they may not have the same goals that we do. Considering their level of awareness, are we ready to present appropriate treatment options? It must also be considered that awareness of conditions does not mean that the patient has any desire or urgency to address the condition.
Consequence
Consequence is the ‘information’ that may or may not motivate a patient to treatment. Once we have established a co-awareness of the conditions between the patient and the doctor, we can begin the educational process of discussing the consequence of inaction or delayed treatment. If the consequence is great enough for the patient-and appropriate as a motivator-they will seek treatment. If however the consequence is not a concern for them, then they might just “think about it.”
As a simple example, we all frequently see cracked yet intact and asymptomatic premolars or molars. The patient may likely have even been unaware of the condition until we pointed it out. Even then, they may seem completely unmotivated to treatment. Why should they-there is no consequence. They may even want to “think about it.”
“Well John-even though you were not aware of that fracture, I am glad that the tooth has not been hurting you yet. I can respect your not wanting to address it at this time. I was thinking about it though because I remember we just saw Dave yesterday on almost that same tooth. It wasn’t bothering him either...until it did. He called us when he bit down on something and broke it (perhaps we point to a canine) at an office party. He couldn’t eat...it hurt...and he was afraid to even smile at his date. We did get him in yesterday for an implant and crown on that tooth. The tooth turned out to not even be salvageable-and quite a bit more costly than initially planned. John-I am glad that yours isn’t cracked or hurting or affecting your smile. If that becomes a concern or happens-please let us know and we will be happy to discuss your options.”
In the absence of our own awareness of the patient’s conditions we were able to communicate through third person analogy the classic consequences of inaction to the patient in their own language. These consequences or ‘buttons’ are consistently common motivators that inspire patients to seek and accept treatment recommendations.
Pain
Some patients come to us in pain, looking for relief. Others may come to us hoping to avoid the onset of pain. Patients may even decline treatment due to the perceived pain involved with the procedure. They may balance tolerating their existing pain to avoid what they feel may be a greater pain.
Money
Like pain, money can be a motivator or barrier. Patient’s can be inspired to seek treatment before treatment fees escalate. They can also feel a financial barrier to treatment if payment options or phasing is not available. Money can even be a barrier to patients when they consider prognosis, longevity and re-treatment costs. I can recall a patient reacting quite strongly to the financial aspect of root canal therapy but following up by asking for an extraction and implant restoration. Her concern-while financial-was not with spending the money. Her concern was with the longevity of treatment, future treatments and ending up with an implant restoration anyways. The better we understand patients’ financial concerns, the better we are equipped to discuss them.
Aesthetics - Social Embarrassment
As I imagine we have all experienced, aesthetics can be the chief motivator for some...and of little or no consequence to others. Trying to communicate the benefits of treatment from an aesthetic standpoint to a patient with no ‘looks’ concerns could be ineffective at best. It could even be perceived as insulting to some patients. Even in treatment there can be aesthetic consequence. If a patient seeks that beautiful new smile but is only focused on her front two teeth we may need to counsel her on how her desired treatment may or may not actually help her achieve her goals. In fact-we could communicate how limited treatment could have the consequence of making her smile worse.
Function
This may tie in with social embarrassment-dentures falling out while eating for example-but could also be related to the pure technical aspects of eating. “Dave’s” single tooth may have kept him from eating at the office party. Others seeking limited or extensive treatment may have expectations~goals of eating corn on the cob or steak when they are 70. Are their treatment decisions consistent with their goals? Do we communicate the consequences associated with their choices?
Once we are able to better co-understand the patient’s awareness of their conditions, we can better communicate appropriate consequence and offer treatment options. All of our technical know how and continuing education is of little value to us or our patients if we are unable to apply it and step beyond Hippocrates charge. We can look the patient in the eye at the treatment consultation appointment or at the exam with confidence and say “Based on your goals, as I understand them what i would recommend is...” we can feel that we have taken that step. It is then that we can move beyond diagnosing conditions and towards diagnosing “yes” and treatment success.
Dr’s Michael Melkers & Lincoln Harris are running intensive hands on communication, treatment planning and occlusion workshops with limited attendance in Perth, Cairns & Sydney in October & November 2010. www.harriscallaway.com or call 07 41305601 for more information.
Dr. Melkers maintains a private practice with an emphasis on comprehensive and restorative care in Spokane, WA, USA with his wife Dr. Jeanine McDonald. They enjoy sharing real world challenges, observations and solutions in their programs around the world from each of their unique perspectives. Dr. Melkers is the founder and author of the Nuts & Bolts Occlusion programs, past Director of Occlusion & Aesthetic Dentistry at the Pacific Northwest AEGD Residency Program and is a Faculty Mentor at The Spear Institute.
