You may not realize it, but you could be delivering crowns at no profit, essentially for free.
If it takes four hygiene visits of reminders before a patient finally agrees to a crown, the reality is that the time invested by you, your hygienists, and your administrative team often exceeds the value of the procedure. When you quantify that time, the conclusion is eye-opening: the crown has likely been given away.
Your goal should be for 80% of diagnosed treatment to be completed at the first opportunity. Achieving this requires a coordinated, well-prepared team and the following steps:
1. Start with a strong daily planning meeting.
Review any diagnosed treatment, as well as previous “observes” or “watches,” before patients arrive. Every team member should know what you’re anticipating so they can reinforce your recommendations consistently and confidently.
2. Use intra-oral photos, your most effective educational tool.
Have images taken and displayed before the patient enters the room. Patients don’t know what you see clinically; they only know whether something hurts. Showing them a clear image allows them to understand their condition and builds trust in your recommendations, especially for major restorative work.
3. Empower hygienists to reinforce diagnosed treatment.
During scaling, hygienists can explain the importance of recommended procedures. But don’t assume they already know every detail. Educate your entire team about both the benefits of completing treatment and the consequences of delaying it so they can speak with confidence and clarity.
4. Prioritize patient comfort during discussions.
When you enter the room, focus on making the patient feel safe and at ease. Sit them upright and position yourself “knee-to-knee” during treatment conversations. The supine position makes patients feel vulnerable, and craning their necks to see you is distracting. Comfort improves comprehension and acceptance.
5. Involve your assistant in the acceptance process.
Once you leave, your assistant should ask if the patient has questions. Many patients hesitate to ask the dentist directly but feel more comfortable opening up to the assistant. Ensure assistants are well-versed in the diagnosis so they can support the treatment recommendation accurately.
6. Stop leading with insurance.
The phrase “Let’s see what your insurance covers” can undermine your clinical message. Patients may hear, “If it’s not covered, you don’t need it.” While you’re being considerate of their finances, the unintended implication is that the treatment is optional or unimportant.
7. Improve your follow-up system.
A single phone call or email is no longer an effective approach. Designate a trained team member, usually the administrator, to conduct meaningful follow-up. They should clearly explain the benefits of moving forward, the risks of delaying care, payment options, and any insurance details the patient needs to know.
Treatment acceptance is truly a team responsibility.
By focusing on gaining acceptance the first time and implementing these simple but powerful steps together, you can protect your revenue, strengthen patient care, and eliminate the hidden costs of repeated reminders.
