Getting Patients to Say “Yes” to the Treatment They Need

As a dental professional, your goal is to deliver the highest quality of care, ensuring patients get the treatments necessary for a healthy smile. However, one crucial aspect of achieving this is mastering the art of helping patients accept and pay for the care they need. Navigating the complex process of treatment acceptance requires a thoughtful, multi-step approach:

1. Diagnosing and creating a treatment plan

2. Presenting the plan with open, two-way communication

3. Addressing objections as they arise

4. Securing a commitment from the patient, ideally with an upfront payment

Each patient comes with unique responses, attitudes, objections, and emotions, making this process a skill as much as it is a structured system. This guide will cover a powerful tool to make treatment acceptance smoother and more consistent: qualifying patients as prospects for the dental care you offer. We cover all of these topics in our Communication & Sales Seminars. If you want to master this subject, I highly recommend you check them out!

Step 1: Qualifying Patients as Prospects – Asking the Right Questions

Every patient’s “buying potential” varies and determining it can help you approach each consultation with clarity and confidence. The key to uncovering this potential is to ask qualifying questions. These questions reveal a patient’s willingness and commitment to preserving their dental health, regardless of immediate financial constraints.

The Essential Question:
Ask, “Do you want to keep your teeth?” This question goes beyond finances and uncovers a patient’s core values and motivations. Their response, attitude, and overall willingness are more telling than their purchasing power. Often, if a patient genuinely values their dental health, they will find a way to fund their treatment

Step 2: Probing Attitudes Toward Treatment Options

Another useful question is, “How do you feel about dentures?” If they express a strong aversion, you have an opportunity to emphasize preventive treatment.

Example Response:
When a patient responds with something like, “Oh, I never want dentures,” you can reinforce the importance of the proposed treatment by saying, “Then let’s focus on saving those teeth. If we don’t address these issues, we could risk losing them or causing further complications.” This kind of dialogue reframes treatment as the preferred alternative to dentures and motivates patients to act to avoid future regret.

Step 3: Addressing Financial Concerns – Finding a Way Forward

For patients who are motivated but express financial challenges, it’s time to have an honest conversation about their options. Start by asking direct but sensitive questions like, “How’s your credit?” or “Would you be able to use a credit card?”

Once you’ve explored all financial possibilities, if they are still unable to afford the entire treatment, propose breaking the treatment plan into prioritized parts. Focus on the most critical procedures first, and ensure they understand that these initial treatments are foundational to their health. As they return for routine check-ups, the opportunity to discuss remaining treatments arises naturally, and they may be ready to proceed financially.

Step 4: Recognizing and Managing Unwilling Patients

Occasionally, you’ll encounter patients who are not only financially constrained but also lack the motivation to pursue treatment, even if it is in their best interest. These are patients who, for instance, only want treatments covered by insurance or resist addressing serious dental issues.

If, after explaining the treatment’s importance and addressing their concerns, they remain unwilling or attempt to negotiate down essential treatments, consider whether continuing the relationship is in your practice’s best interest. Prioritizing patients who are committed to preserving their health will save you time and help you focus on those who value and engage with your recommendations.

Building a Productive Patient Base with a Positive Attitude Toward Health

The ultimate goal is to identify patients who not only can afford the care but who also have a proactive, positive attitude toward their oral health. When you find patients willing to invest in their health, take extra time to explore creative payment options. For those who aren’t willing to prioritize their health, consider moving forward with other patients who are open and motivated. This approach not only reduces stress but leads to a more rewarding and sustainable practice.

Conclusion: Qualifying Questions as the Foundation of Patient Treatment Acceptance

By embedding these qualifying questions and patient communication strategies into your practice, you streamline the acceptance process, making it less stressful and more rewarding. In doing so, you attract a patient base that values your care, is willing to invest in their health, and ultimately contributes to the success and fulfillment of your dental practice.

Again, if this is a subject you really want to master, then I highly recommend our Communication & Sales Seminars. If you want more information about these seminars, or you need help with anything I’ve covered here, feel free to reach out to me at dennisd@mgeonline.com or call 800-640-1140.