Treatment Acceptance Scripts

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1 Treatment Acceptance Scripts Trust and the benefits of the treatment are the most important factors that influence a patient s buying decision McKenzie Management

2 SCRIPTS: TREATMENT ACCEPTANCE Why Develop A Script? Planning the structure of what you are going to say to a patient increases the chance that you will get the result you are looking for. Depending totally on your ability to think on your feet puts you at risk when trying to reach the objective of what you are about to say. The key to writing good scripts is to use words, phrases and questions that tend to work most often with patients in getting them to react the way you want and then learning how to use them in a way that comes across like they just came off the top of your head. Scripts help us to maintain control of the conversation, keep it on track and take it to the point of getting a positive reaction, which is your ultimate objective. If there are no scripts, different team members will say different things, therefore you will never know which words, questions or phrases are the most effective. Preparing scripts will enable the majority of personnel, who may have average skills, to raise their level of performance through the use of a script that has already proven to be effective. Although scripts provide a guide for a simulated conversation, the patients should always feel they are having a natural conversation. They should never feel they are being read to. In normal conversations, people take turns speaking to each other. Scripts must provide opportunities for the other person to talk. Use definitive words such as definitely, We definitely need to re-evaluate that upper right side, Absolutely, I absolutely agree with you, Let me recommend, Let me recommend that Mary, our hygienist, show you the bleaching technique you ve been reading about, Certainly, I will tell Dr. about your concern with the crown, I assure you, I assure you that you ll be out by 4:00. The idea is to project assurance and credibility. Bring the team together and decide as a group what terminology you think will be most successful. Try more than one word or phrase. Tape record your attempts, play them back for the group and decide together what will work best for your patients.

3 Overcoming Resistance To Acceptance Not now. After presenting the treatment plan, the patient says, I don t want to buy at this time. I want to think about it. The key word is buy. Mrs. Brown, waiting will not lower the cost and you could be enjoying the benefits of a beautiful new smile now. I know, from talking to you, that you have been thinking about making a change for the better for a long time. Let s do something now for that smile of yours. I want cheap. After presenting the treatment options, the patient says, I want to go with the cheaper option of the partial denture. The key word is cheaper. Mrs. Brown, replacing your missing teeth with implants provides long term benefits and is often the most cost effective way to go. The bone will be preserved with the implants and will be like having new teeth. The partial has to be removed to be cleaned, adjusted, and will have to be replaced in 5 to 7 years on the average and sometimes sooner because it loosens the teeth it is attached to. Your retirement is not far off. Surely, you would want to go with the best long-term value. I can wait. After presenting a treatment plan for a three-unit bridge, the patient says, I can chew on the other side for now. It s no problem. I can wait. The key word is wait. Mrs. Brown, the bridge will restore your ability to chew normally. Chewing on one side of your mouth will cause stress on your jaw, which could result in further breakdown of the teeth and possibly jaw pain related to the joint being overstressed. Waiting will not lower the cost and will cause undo damage to the teeth on the other side. Let s not wait for this to happen. I am afraid. After presenting the treatment plan for veneers on six upper anterior teeth, the patient says, I don t want any of my teeth ground down. I am afraid of shots. The key word is afraid. Mrs. Brown, I assure you that Dr. Smith will be using the veneer technique that will not involve any preparation of the teeth or anesthetic. We will take an impression and some study models (molds) of your teeth to send to our lab. We can also have a model of the veneers made so that you will be able to see what they will look like before we finish

4 them. Several of our patients are very pleased with the results of this technique, as you can see by these testimonials and photos. Wait till it breaks. After presenting the treatment plan for two single crowns, the patient says, The teeth are not broken, so I want to wait until they break before I get them fixed. The key word is break. Mrs. Brown, they may not appear broken to you, but, you have old defective fillings just barely holding the teeth together. There may be decay under these fillings that we can not detect with the radiograph. This decay, if allowed to remain, will further weaken the teeth and possibly enter the pulp chamber causing more costly and extensive treatment. The crowns are recommended in order to save them. Let s get them fixed now, before they fall apart on your vacation. Can t justify expense. After presenting the treatment plan for an occlusal (night) guard, the patient says, I need to think about this right now. I just can t justify the expense. The key word is justify. Mrs. Brown let me help you justify the expense. If you continue to grind your teeth while you sleep, the teeth will continue to get shorter which in time will result in a collapsed bite. Let me show you a picture. You will also continue to put stress on your jaw joint which can cause headaches, jaw pain, and loosened teeth. For the small price of the night guard, you can prevent a lot of expense and discomfort in the future. We can get started now. Think about it. After presenting the treatment plan for four quadrants of scaling and root planing with Arestin (antimicrobial), the patient says, I have to think about this, I didn t think I was in such bad shape. The key word is think. Mrs. Brown let me assure you that you are not in bad shape. This procedure is necessary to get you into better shape than you are. As you can see by the radiographs and the photos, your gum tissue needs help. Think of it as an illness that needs therapy and an antibiotic to get better. We have had excellent results with our therapy so let s get you scheduled today. No job. After presenting the treatment plan for a one hour Whitening Technique and replacement of stained, chipped composite resins on teeth 8,9,10, the patient says, I want to look good, but right now I am unemployed and don t have much money. The key word is unemployed.

5 Mrs. Brown, I can understand how you would want to look good especially on future job interviews. Dr. Smith presented you with the option of veneers on these teeth, which would be a nicer, esthetically pleasing result. Here is the comparison of the prices and the possible outcome. The whitening will brighten up your smile by removing the yellow, aging look. Removing the old composite fillings and replacing with the new improved materials will make a positive difference. This will give you more confidence to smile. This option is the least costly and I am confident that you will like the results. In the future you may consider the veneers. Increasing Acceptance With Financing No cash. After presenting the treatment options, patient wants to buy but says, I am short of cash. I don t think I can afford to go ahead at this time. The key word is cash. Mrs. Brown, you will not need cash to get started. Many of our patients are able to go ahead with the treatment because they can make affordable monthly payments. According to my computer, you can get your treatment done and make a payment of about $ a month to get started. I just need the answer to a couple of questions to get started today. The company that we recommend is CareCredit. Let s get you on the way to a beautiful new smile. Can t afford. After presenting the treatment option, the patient says, I just can not afford the treatment now. The key word is afford. Mrs. Brown, I know from speaking to you, that this treatment represents a big investment for you, but, by taking care of it now, you will save money from much larger dental expenses in the future. We can offer you affordable monthly payments of about $ I need the answer to a couple of simple questions to get you started today on the way to your beautiful new smile. Increasing Acceptance With Insurance No insurance. After presenting the treatment options, patient says, Will my insurance cover any of my veneers? The key word is cover. Mrs. Brown, the coverage for this treatment is different for each policy and depends on how much your employer wants to pay for the benefits. The information that I was able to get from your representative tells us generic veneers are covered at 50% up to a

6 maximum of $ a calendar year. However, the coverage does not apply to cosmetic veneers. You are changing the color and shape of your teeth because you want to improve your appearance. The teeth are not chipped, broken nor do they have old, worn composite fillings. You will be able to use your benefits to cover other services during the year like exams, professional cleanings and any necessary x-rays, but not for the cosmetic veneers. Can t decide. After presenting the treatment option for an implant supported bridge, the patient says, If I decide to have the bridge without the implant, would my insurance cover that? The key word is decide. Mrs. Brown, the fee for the bridge is $ and your insurance will probably cover a maximum of $1,000, assuming that you haven t used it for any other treatment this year. The deciding factor is the esthetics that you are concerned with when choosing the implant or the bridge. A bridge cannot prevent bone deterioration. In the future, you will need additional, more costly procedures to create the natural look that you want. The most cost effective and esthetically pleasing choice is the implant. When presenting treatment plans for implants it is beneficial to point out the long-term health benefits of implants. Mrs. Brown, you are making an investment in your overall health which includes your appearance, the function of your teeth and the well-being of your body. Congratulations on your wise choice today. For more information on McKenzie Management s Treatment Acceptance Training Program call or or visit our website at

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