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In partnership with Nobel Biocare Diagnosis and treatment planning for the replacement of missing teeth Module 1 | Session 3 Growing your practice with.

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Presentation on theme: "In partnership with Nobel Biocare Diagnosis and treatment planning for the replacement of missing teeth Module 1 | Session 3 Growing your practice with."— Presentation transcript:

1 in partnership with Nobel Biocare Diagnosis and treatment planning for the replacement of missing teeth Module 1 | Session 3 Growing your practice with communication skills Disclaimer: Some products may not be regulatory cleared/released for sales in all markets. Please contact the local Nobel Biocare sales office for current product assortment and availability.

2 Treatment planning and restoring the single posterior dental implant 2 Effective communication with the patient How to gain patient acceptance for dental implant treatment Marketing your practice Overview of Nobel Biocare’s patient education material Module 1/ Session 3: Course objectives Growing your practice with communication skills

3 Treatment planning and restoring the single posterior dental implant 3 National average case acceptance rate 32% Please adapt according to your local market situation.

4 Treatment planning and restoring the single posterior dental implant 4 Missing teeth could have a major impact on personal satisfaction “Smile” and “Appearance of Teeth” have the largest gap between importance ratings and satisfaction levels; i.e., respondents were least satisfied with what was most important to them. Gap Base: Total n = 54,680 Source: Nobel Biocare Consumer Quant Survey (N=54,680) 8/08 Please adapt according to your local market situation.

5 Treatment planning and restoring the single posterior dental implant 5 Source: Nobel Biocare Consumer Quant Survey (N=54,680) 8/08 Almost half of all adults are missing teeth Reported consumer distribution by missing tooth condition Number of Missing Teeth Please adapt according to your local market situation.

6 Treatment planning and restoring the single posterior dental implant 6 (writing) TelephoneFace-to-Face Words Tone Non-Verbals 100% X Verbal and non-verbal messaging 7–38–55 rule 20% 80% X 7% 38% 55% Mehrabian, A. Silent messages: Implicit communication of emotions and attitudes. Belmont, CA: Wadsworth, 1981.

7 Treatment planning and restoring the single posterior dental implant 7 Value = Needs Fulfilled How to increase your case acceptance rate Source: Nobel Institute™: Practice Communication Skills. © Nobel Biocare.

8 Treatment planning and restoring the single posterior dental implant 8 What Facts Needs Ideas Information How Words Tonals Non-Verbals Media You Your Materials Your Products How to increase your case acceptance rate Probability of success = f ( Content ) ( Process ) ( Form ) Source: NobelInstitute™: Practice Communication Skills. © Nobel Biocare.

9 Treatment planning and restoring the single posterior dental implant 9 Something to think about… Being effective is as important as being right.

10 Treatment planning and restoring the single posterior dental implant 10 Core communication skills Three core patient interaction skills: –Gathering information: The primary information gathering skill is empathetic listening. –Organizing information: The primary information organizing skill is identifying patient needs. –Offering information: The primary information offering skill is empathetic framing. These three skills, when applied masterfully, will maximize your probability of success in the following areas: –Building trust quickly –Connecting to the patient –Solving patient problems –Resolving patient objections –Increasing patient loyalty –Increasing patient referrals –Creating a differentiated experience for the patient

11 Treatment planning and restoring the single posterior dental implant 11 trust = (credibility) * (empathy) (risk) f Building trust Source: Nobel Institute™: Practice Communication Skills. © Nobel Biocare.

12 Treatment planning and restoring the single posterior dental implant 12 Needs-oriented questions One of the most fruitful ways to construct high-ROI questions is to focus on where patients want to go rather than where they have been. Needs-oriented questions What is your vision for your smile? What are your esthetics objectives? Your dental health objectives? What challenges will you need to solve to achieve these objectives? What fears do you have about finding solutions to these challenges? What outcomes are you looking for? How would you like to see this problem resolved?

13 Treatment planning and restoring the single posterior dental implant Understanding why the patient is there 2. Listening to the information the patient is providing Preparing for patient interaction Connect with the patient Neutralize the obstacles Validate the feelings and concerns Provide information that facilitates decision-making Proactively move the patient forward

14 Treatment planning and restoring the single posterior dental implant 14 How not to say it Unconsciously, many professionals choose the “spray and pray” approach. They listen for only a short time, then they “spray” their patient with… Diagnosis Treatment recommendations Experience Dental team Other happy patients’ experiences Expertise Differentiation on second opinions …and then “pray” that something they said will strike a chord with the patient. For the patient, it is a short step from there to “No.”

15 Treatment planning and restoring the single posterior dental implant 15 “The major barrier to mutual interpersonal communication is our very natural tendency to judge, to evaluate, to approve (or disapprove) the statement of the other person or the other group.” —Carl Rogers Barriers & Gateways to Listening Resolving objections Common objections: “That sounds like a lot of money!” “I need to bring this up with my spouse.” “I have to think about it.” Many dental professionals, when they hear an objection, react in much the same way our primitive ancestors reacted to the sudden appearance of a saber tooth tiger: Fight or Flight. Between fight and flight, there is a third, more successful alternative: facilitation. Facilitation is simply applying the core skills learned in this program to better determine the needs underlying the objection. It uses the same interaction model you have been exploring.

16 Treatment planning and restoring the single posterior dental implant 16 Marketing your practice To be a successful high-end esthetic practice, you need to make patients aware of your crown-and-bridge and implant services.

17 Treatment planning and restoring the single posterior dental implant 17 Marketing your practice How do patients know you offer full-mouth reconstruction and/or implant treatment solutions? Do you have brochures in your waiting areas? Why or why not? If so, which ones? Do you conduct any external marketing activities? Do your business cards and signage contain information about the crown-and-bridge, esthetic, and/or implant practice? Do you have a tracking system for potential patients? Describe it. Do you publish a newsletter that includes esthetic or implant information? Do you schedule time to have full-mouth reconstruction and/or implant specific team meetings? Is your receptionist aware of your restorative and implant services? Do you have a list of patients willing to talk to other patients about implants or crown-and-bridge procedures? Do you have patient testimonials you can use in your marketing activities? Have you discussed the best way to share information with patients?

18 Treatment planning and restoring the single posterior dental implant How to explain dental implants to your patients for your first case 18 Examples of visual aids 20 pg educational flip chart, for individual consultations Explains each indications with solutions Explains why a missing tooth should not be ignored The reverse of each page, provides support notes to the user (Dental nurse etc)

19 Treatment planning and restoring the single posterior dental implant Patient education flip chart Content Introduction to implants Facial structure Bone loss Treatment options Single-tooth replacement Several missing teeth All missing teeth Implant care Improve existing teeth 19

20 Treatment planning and restoring the single posterior dental implant Patient education brochure 20 Detailed full solutions and educational brochure for patients From single, several to all missing tooth solutions Answers to commonly asked questions To be given to patients considering treatment options

21 Treatment planning and restoring the single posterior dental implant Waiting room flyer with general information about implants 21 Waiting room flyer with easy to understand information to read at home, or show to family members Why missing teeth should not be ignored Who is a candidate for an implant solution Advantages of modern dentistry

22 Treatment planning and restoring the single posterior dental implant Waiting room flyers – single tooth solution options 22 Waiting room flyer with easy to understand information to read at home or show to family members Why one missing tooth should not be ignored Single tooth replacement options, with or without implant Advantages of modern dentistry

23 Treatment planning and restoring the single posterior dental implant Waiting room flyer on missing several teeth solutions 23 Waiting room flyer with easy to understand information to read at home, or show to family members Why missing several teeth should not be ignored Missing several teeth solution options, with or without implants Advantages of modern dentistry

24 Treatment planning and restoring the single posterior dental implant Waiting room flyer on missing all teeth solution options 24 Waiting room flyer with easy to understand information to read at home, or show to family members Explains the disadvantages of conventional dentures Overdenture and full bridge options, both fixed on implants or removable solutions Advantages of modern dentistry

25 Treatment planning and restoring the single posterior dental implant Waiting room flyer – All-on-4 insert 25 Help dentists to communicate what an All-on-4 procedure is Contents includes advantages, treatment candidates and photos A loose insert for existing denture flyer

26 Treatment planning and restoring the single posterior dental implant Waiting room posters 26 Posters to increase awareness and curiosity in the waiting room setting Available as a set of three

27 Treatment planning and restoring the single posterior dental implant All solutions posters 27 Educational patient poster for dentists to hang in their offices Support dentists efforts in consultation process with patients Help auxiliary to communicate to patients

28 Treatment planning and restoring the single posterior dental implant Deluxe publication for patients 28 For the dentist waiting room area, a high quality “coffee table“ publication Explains all esthetic solutions which use Nobel Biocare products Book comes in a protective, hard box cover presentation

29 Treatment planning and restoring the single posterior dental implant 29 All natural teeth No teeth, no Lower denture Implant overdenture (tissue borne) Implant borne bridge Andries van der Bilt et.al. Braz J Oral Sci. April/June 2002 Vol 1, No. 1 Upper denture Relative functional capacity – upper/lower jaw situations 100% 0% 10% 60% 90% 30% Patient situationChewing capacity/quality of life Increasing quality of life

30 Treatment planning and restoring the single posterior dental implant 30 Core principles of case acceptance Your professional responsibility is to create a level playing field between doctor, staff and patient during the consultation appointment. Patients should feel that the entire team is hearing their concerns and needs on a biological, physiological and psychological level. The majority of patients want to feel a real connection to the doctor and office staff before they make a decision to proceed. Patients want expertise. Patients want to know that you are offering the absolute best solutions for them.

31 Treatment planning and restoring the single posterior dental implant 31 Marketing your practice How do patients know you offer full-mouth reconstruction and/or implant treatment solutions? Do you have brochures in your waiting areas? Why or why not? If so, which ones? Do you conduct any external marketing activities? Do your business cards and signage contain information about the crown-and-bridge, esthetic, and/or implant practice? Do you have a tracking system for potential patients? Describe it. Do you publish a newsletter that includes esthetic or implant information? Do you schedule time to have full-mouth reconstruction and/or implant specific team meetings? Is your receptionist aware of your restorative and implant services? Do you have a list of patients willing to talk to other patients about implants or crown- and-bridge procedures? Do you have patient testimonials you can use in your marketing activities? Have you discussed the best way to share information with patients?

32 Treatment planning and restoring the single posterior dental implant 32 Effective communication with the patient How to gain patient acceptance for dental implant treatment Marketing your practice Overview of Nobel Biocare’s patient education material Module 1/ Session 3: Course objectives Growing your practice with communication skills

33 Treatment planning and restoring the single posterior dental implant 33 Thank you! Disclaimer: Some products may not be regulatory cleared/released for sales in all markets. Please contact the local Nobel Biocare sales office for current product assortment and availability © Nobel Biocare Services AG, All rights reserved.


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