How To Lose Your Patients

The easiest way to lose your patients is to ignore them. We know it sounds simple to just say, “listen to your patients,” but active listening takes practice and focus. Ringing phones, or computer work may distract you or your staff members, but your patients can tell if they don’t have your undivided attention. Learning the art of listening is more important in the medical field than any other field.

Your patients are likely nervous or anxious about receiving dental treatment. They want to know that their questions and concerns are being heard and understood by their dentist and the dental staff. No patient wants to be forgotten in a treatment room, repeat questions or requests, or be placed on hold.

Active Listening

Below are a few tips on how to make sure you and your employees are truly listening to your patients:

• Eye Contact – By making and keeping eye contact, you’ll be less tempted to begin multitasking. Your patient will know that you’re listening and hearing his or her questions or concerns.
• Repeat – Once the patient is finished speaking, you may want to repeat what they said. For example, you could say, “So, what you’re saying is…” This way you’ll avoid any miscommunications.
• Ask Questions – If you need clarification or follow-up information, feel free to ask your patient any questions.
• Body Language – Smile and nod at your patients while they’re speaking. You can also lean slightly towards them, which is a sign of listening intently. Body language is a lot more important than we sometimes give it credit for.

If you’re having trouble retaining patients, please contact CTC National for more tips on how to make sure your dental practice is successful.