What Not To Say To A Dental Patient

Communication with your patients is of the utmost importance. It allows them to bond with you and feel more comfortable coming to your office and expressing any concerns or issues they may have. However, there are certain things you should definitely never say to a patient! Many of our clients have learned some of these lessons the hard way, so allow us to help you benefit from previous mistakes.

What Not To Say

• “Nice to meet you.”
  Even if it’s the first time you’ve personally seen this particular patient, there’s a chance it’s not their first time in your office. They may have come to your office with relatives or friends, or spent time on the phone with your staff. We know that you’re sincere in your pleasure to meet a new patient, but instead try saying “nice to see you.” This adds a more personal touch.
• “Who missed that cavity/root canal?”
  Avoid making any comments on previous dental work that may not be up to par. There’s a chance it was actually you or your staff who missed an obvious problem or placed a less-than-perfect crown. If your patient needs additional work, let them know, but don’t pass judgment.
• “Your last dentist was awful!”
  Just like we stated above, avoid passing judgment. Chances are, another dentist could be saying the same thing about you! It’s taught at dental school and any continuing education courses not to criticize others’ dentistry. Who knows the circumstances surrounding the work that’s been done? It’s age-old advice that if you don’t have anything nice to say, don’t say anything at all!
• “This is covered by your insurance.”
  Even if you mean that their insurance will pay a percentage of the procedure, your patient will likely hear that their treatment is free! This can cause a potentially disastrous misunderstanding. Instead, refer your patient to your front office staff, who will be able to explain in detail what will be covered by the insurance.

Here at CTC National, we want your dental practice to thrive and succeed! Communication, both with your patients and your dental team, is such an important part of this. For more tips on strengthening your relationships in your dental practice, please contact CTC National and get in touch with an experienced dental consultant today!