Last month, we spoke on the topic of the new patient experience and its rationale being twofold: to not only perform a thorough assessment of the entire masticatory system, but to do it in a way that is meaningful and interesting to the patient. It is a time to talk about what you see, not what you can do. It is a time to listen to and understand their concerns so you have an "emotional anchor" for the various parts of the exam and for future discussions. We want to involve, not exclude them from the entire process.

What does your patient say (if anything!) at the conclusion of the exam? If they said nothing at all, that says a lot! Their personality and temperament may be of a quiet, introspective nature, they may be a little uneasy about being in a dental office, but it may have just been a "usual and customary" experience and not much reason to say much other than a kind thank you. I recently had a new patient, who moved to Miami from New York to join a big advertising firm tell me about her quest for a dentist. She asked at least a dozen co-workers and not only did not get even one enthusiastic recommendation and several said that they could not even remember their dentist's name! How's that for making an impact?

On the other hand, how often do they say that what you did was the best exam that any dentist has ever done? Certainly this is the kind of comment that we would like to hear. A thorough exam of the entire masticatory system, not just the teeth, is very eye-opening experience for most patients and when we integrate more thoroughness, these kinds of comments are more common and certainly a source of satisfaction for us and our teams. But if we really want to make an impact, if we really want to stand apart from "usual and customary" then this is not good enough! What do I mean? How about something like 'That was really interesting' or 'Thanks for taking the time to explain it all in an understandable way' or 'You mean I was really here two hours? Sure didn't seem like it!", or "You certainly aren't the standard practice" or "I had no idea dentists did all this" or "I really understand now why I been having this problem," etc. If I hear comments such as this, now I know that I have at least begun to differentiate myself in a positive way. And indeed we also need to have a facility and a team and display a 5 star level of hospitality that is congruent with our philosophy of patient care. Lack of congruency in these areas can undermine our efforts.

How you conclude this initial examination experience and pave the way for what you will be doing after they leave is critically important. If you are in a big rush and wave goodbye as you are back-stepping out of the room, they will sense your urgency to get on with other things. So take a few minutes to re-cap, answer questions, address concerns and pave the road for the future. If you think of all the things we do in a comprehensive exam, it is a truly remarkable and valuable service. That's why I have coined the term in my practice "The 21 Point Exam." And as many have said, "Tell 'em what you're going to do, do it, then tell 'em again what you did!" At the conclusion of this initial visit, I sit with the patient, shoulder to shoulder and review the attached sheet, checking off what we did, step by step, highlighting some of the more pertinent findings and once again finding some way to review and connect to their initial concerns. As you re-visit their concerns, it shows them once again that you listened and that you care enough not to forget. They also appreciate that this is a baseline of their current status and condition and becomes a precise point of comparison for future reference. This baseline data collection is not just something you do because it is office policy. You do it because it is a foundation for their future masticatory system health.

Lastly, talk about what you WILL be doing, that is, scheduling some study, diagnostic time ON THEIR BEHALF to review the findings, the radiographs and the photographs. You will be analyzing the models of their mouth on a jaw function simulator and begin to create a blueprint. You will communicate with any specialists that may be involved with some aspect of their care. And you will be formulating a master lifetime plan that has as its goal, comfort, function, health and esthetics with stability and longevity. Remember, patient perception is reality. If they have no idea that you will be investing this time on their behalf then that is their reality. And how can they begin to value and appreciate your efforts if they have no idea of your time involved. And how can they pay you with gratitude and appreciation. Help them see that when they return for their next appointment that you will discuss, with their input, a plan and a sequence that makes sense in their life.

It is a joyous experience and can be one of the better sources of happiness and fulfillment for you and your team. Next time we will discuss the follow-up consultation appointment and how to conduct it in a way that they just can't say no.