How to Get Patients to Do What’s Best for Them

Posted on by Jen McGuire | Category Marketing, Recare, Team Harmony

hygiene check
How many times have you presented treatment, knowing the patient was not going to accept? How many times have you run behind schedule because a chronically-late patient is once again… late? Would you like patients that show up on time, accept recommended treatment, and refer their family and friends to your practice?

There is one simple thing you can do to improve patient communication, and as a result, increase patient compliance. Modify your communication style to meet the needs of your patient’s individual behavioral style. Our behavioral style determines how we prefer to communicate. Commanders prefer to control the conversation. Performers like to be the center of attention. Analyzers ask questions and gather detailed information. Empathizers direct the conversation back to you. Tailoring your case presentations, scheduling, and appointment reminders to better fit the behavioral style of each patient will improve their compliance. Speak their language – don’t expect them to speak yours. When you improve patient communication and satisfaction, not only will you improve compliance, you’ll also create more loyal patients.

Commanders (identify by their need for control, confrontational attitude)
• Start with a summary of diagnosis/treatment
• Let them ask questions
• Don’t argue
• Ask a leading question “Do you think the tooth will hold up indefinitely with the size of the crack?”
• Use a direct close “What day and time would be good for us to get this fixed?”

Performers (identify by their need for attention, and impulse decisions)
• It’s all about them
• Skip to the bottom line
• Don’t try to impress
• Close on the spot and schedule quickly

Analyzers (identify by their need for information, focus on details, organization/preparation)
• Site credible sources and establish trust
• Build information slowly
• Stick to the facts
• Leave emotion out

Empathizers (identify by their need for approval, friendliness, and indecision)
• Stress long-term investment in patient health
• Don’t criticize
• Watch body language
• Provide time/information so patient can involve any other decision-makers

For more help identifying your patients’ behavioral styles, request a free Behavioral Styles workshop from your Henry Schein representative.

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