1. Get ready for higher treatment acceptance GMT 45249 © Nobel Biocare Services AG, 2016. All rights reserved. Nobel Biocare, the Nobel Biocare logotype and all other trademarks are, if nothing else is stated or is evident from the context in a certain case, trademarks of Nobel Biocare. Please refer to nobelbiocare.com/trademarks for more information. Product images are not necessarily to scale. Disclaimer: Some products may not be regulatory cleared/released for sale in all markets. Please contact the local Nobel Biocare sales office for current product assortment and availability. For prescription use only. Caution: Federal (United States) law restricts this device to sale by or on the order of a licensed dentist. See Instructions for Use for full prescribing information, including indications, contraindications, warnings and precautions.

2. Topics of the session Understand why treatment acceptance matters Higher treatment acceptance means changes for dental team Address your conflict of interest Some arguments for your patients How can Nobel Biocare help you 2

3. Geared to high treatment acceptance “yes” “YES !” “Yes” “Teeth on the day of surgery” Is the cost of having few patients worth investing into more YESes?

4. Relation between dental offering and treatment acceptance : Source: Dr. Paul Homoly, “Making it easy for patients to say ‘Yes’. The complete guide to case acceptance.” Homoly Communications Institute Steven Covey, “Principle-centered leadership” 4 Tooth-based dentistry Complete masticatory system dentistry Level of dental expertise and organizational skills Low High Complexity of treatments Easy case acceptance Difficult case acceptance With an increasing level of treatment complexity and to assure a constant rate of treatment acceptance, specific competencies need to be developed within the dental team, such as:  Clinical protocols  Organizational management  Communication with patients  Communication within the team

5. What does your day look like? More “yes” patients than “no”? 5 Patients refusing treatment and paying only for consultation Patients accepting and paying for full treatment Yes No Treatment Acceptance Rate LowHigh Profit Cost Profit Discussion point: What treatment solution criteria can influence the treatment acceptance? Think about visits, time to teeth, long term results

6. Leverage patient acceptance to get the most out of your available resources Patient saying “YES” means:  Efficient use of your time – each patient visit “pays”  Reduce cost per patient  Build positive reputation and word-of-mouth among patient and dental team “NO” means for your practice:  Chair-time and costs of diagnostic and planning  Invest time and resources in low value tasks (e.g. diagnostic) not leading to treatment  Risk of losing a positive word-of-mouth that attracts patients to the practice 6 “It takes 20 years to build a reputation and five minutes to ruin it.” Warren Buffet

7. Topics of the session Understand why treatment acceptance matters Higher treatment acceptance means changes for dental team Address your conflict of interest Some arguments for your patients How can Nobel Biocare help you 7

8. Continual improvements require teamwork Treatment acceptance is dependant on many factors and presents some challenges. Several can be influenced through a structured approach that combines an optimized communication with the patient, smart patient handling and the involvement of the practice team. 1.Understand barriers for case acceptance, consider strategy to overcome it. 2.Design, review and optimize the practice process that focuses on maximizing patient acceptance 3.Secure ongoing practical training of all members of treatment team 8

9. Get your team and yourself ready for change Pre-requisites to increasing patient acceptance  Full practice team’s involvement in the ‘cause’ of increasing patient acceptance  You and your staff must be committed to discuss how to improve clinical success and patient acceptance e.g. clinical meetings  Set office priorities on increasing patient acceptance. e.g. for each hour of clinical meetings, schedule an hour of administration  Brainstorm the impact and potential changes to expect 9

10. Set up foundations for continual improvement in the practice 10 Use brainstorming – but according to the rules  One person speaks at a time.  Let everyone’s imagination go wild.  Look at the problem from different angles.  No idea is a bad idea.  Don’t use rank to influence the decision.  Don’t get stuck on brainstorming. Map the steps forward (project plan)  Brief your dental team on objectives  Review situation with them  Brainstorm potential solutions / actions  Prioritize solutions / actions  Follow up on results

11. Setup foundations for continual improvement in the practice 11 Designate champions When an action is identified, designate a person responsible to follow up on the topic. Make sure that this person is fully empowered, responsible, and accountable from start to finish. No good/bad but different No two people think or act in exactly the same way. For this reason, when you bring any group of people together for the first time, you have the potential for misunderstanding and conflict. However these differences can – when well-managed – lead to better performance by individuals, teams and organizations. Aim for rapid results during training sessions, many improvements can be identified. List them and prioritize the ones providing quick wins. These are motivating and allow to tackle the more complex ones in parallel Look forward We can always learn a lot from the past, but it can also limit our ability to invent the future. Holding back an idea because we tried it once before and it didn’t work out so well is highly limiting. Look rather at how to solve the topic. What can you do to make dialogue effective within your dental team?

12. Before starting any change, define SMART objectives to be able to communicate them to your team Example I want to increase the patient treatment acceptance for implant-based treatment from 40 to 70% within 1 year 12 Write and discuss SMART objectives for a dental practice.

13. Topics of the session Understand why treatment acceptance matters? Higher treatment acceptance means changes for dental team Address your conflict of interest Some arguments for your patients How can Nobel Biocare help you 13

14. Sell treatment to patient – NO! 14 Discussion point: What is the difference between selling vs getting the patient to ask for the treatment that the doctor wants to do?

15. Sell treatment to patient – NO! Minimize your conflict of interest The patient expects that you are going to ‘hard’ sell your treatment. So you and your team should avoid any behavior and message supporting this prejudice. 15 Discussion point: How can you help to minimize the perception of your patients that there is a conflict of interest?

16. Sell treatment to patient – NO! Conflict of interest The patient expects that you are going to ‘hard’ sell your treatment. So you and your team should avoid any behavior and message supporting this prejudice:  focus the conversation on clinical aspects  mention potential negative aspects for each treatment option e.g. clinical outcome, function, esthetic, price, time …  NEVER negotiate fees – price negotiation are part of a sales activity; whereas clinician’s role is to provide a solution to an indication  you and your team must show commitment to have happy patients that refer new patients, rather than short-term sales  show and develop your clinical confidence 16

17. Topics of the session Understand why treatment acceptance matters? Higher treatment acceptance means changes for dental team Address your conflict of interest Some arguments for your patients How can Nobel Biocare help you 17

18. Partnering with Nobel Biocare gives you the right arguments 18 The exceptional QUALITY of original products is based on Medical Device standards. ASSURANCE of life-long follow-up on products Designing for quality of life WIDE RANGE of evolutive product and solutions Leader in INNOVATION and continual investment in research and development Solutions for all indications EXPERIENCED clinicians all over the world Assurance for patients to get HIGH QUALITY FOLLOW ups Wherever the patient is in the WORLD Worldwide network of experts DISCOVERY of osseointegration in 1952 and the first edentulous patient treated by Pr Brånemark in 1965. The implant will be an integral part of the patient’s body and are designed for LIFE-LONG USE. Pioneer in dental implants The largest scientific HERITAGE Over 40 years of documented EXPERIENCE Predictable and SAFE solutions Scientifically proven Tell the story… Wherever, and whenever, patient gets the best product for his treatment today and tomorrow

19. More ways Nobel Biocare supports you with treatment acceptance Attend courses on:  barriers to treatment acceptance  patient journey for optimal treatment acceptance  communication skills for the treatment team  And many more… Patient-oriented offering with:  Evidence-based quality  Advanced protocols for short time-to- teeth  Long heritage showing our treatment success and longevity of the company  Global network of Nobel Biocare dental professionals to support your patients wherever they are 19

20. Topics of the session Understand why treatment acceptance matters? Higher treatment acceptance means changes for dental team Address your conflict of interest Some arguments for your patients How can Nobel Biocare help you 20

21. How can Nobel Biocare help you  Non- clinical courses:  Communication  Treatment acceptance  Patient satisfaction  Aid for communication  Show models, flipchart, NobelClinician  Heritage and advantages of Nobel Biocare  Personalized development plan  Support for patient activities  Support for communication and marketing  MyNobel resource center  Clinical courses to reduce time to teeth for patients 21

22. What’s next  Define your SMART objectives and potential changes to do.  What level of commitment are requirement from you and your team (time, money)?  How can you tomorrow already start to enhance your communication about treatment proposal? 22 1. Situation2. Objectives3. Options4. Action 5. Follow up results

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