At Leaside Orthodontic Centre, we are always looking for ways to improve patient care and communication. Recently, we had the pleasure of hosting a Lunch & Learn session with Shiraz from Crest and Oral-B, where we explored effective strategies to enhance our approach to patient interactions.
Eliminating Limiting Language
One of the key takeaways from the session was the importance of eliminating limiting language. The words we choose have a significant impact on how patients perceive their treatment. By using clear, confident, and proactive language, we can build trust and encourage patients to take the next steps in their oral health journey.
For example, instead of saying, "You might want to consider braces at some point," we should say, "We recommend starting your braces treatment now to prevent further alignment issues." This removes hesitation and provides a clear direction. Another common phrase to avoid is, "It’s up to you," which can make the patient feel unsure. Instead, saying, "The best course of action is to start Invisalign now to maintain your smile’s long-term health," reassures them with a decisive recommendation.
The URGENCY Formula: URGe – Urgency, Recommend, Go Forward
To help patients understand the importance of timely treatment, we discussed the URGENCY formula:
Urge: Highlighting the need for action by using words that convey urgency.
Recommend: Clearly prescribing the best course of action.
Go Forward: Encouraging patients to move forward with treatment in a supportive and decisive manner.
Key Words to Drive Urgency
Using the right words can make all the difference in patient decision-making. Some key phrases to create urgency include:
Concerned: “We are concerned about your current oral health.”
Not Comfortable: “It’s not comfortable to leave this untreated.”
Not Healthy/Safe: “This is not healthy for your teeth in the long run.”
Recommend/Prescribe: “We recommend this treatment to prevent further issues.”
Shall we get started? A simple yet effective way to encourage commitment.
Listening for MATCH: Money, Appearance, Time, Trust, Comfort, Health
Understanding our patients’ priorities is essential in guiding them toward the best treatment options. By actively listening for what matters most—whether it’s cost, aesthetics, scheduling, trust, comfort, or overall health—we can tailor our conversations to better address their concerns.
For instance, if a patient is worried about Money, we can offer flexible payment plans and emphasize the long-term value of the treatment. If their priority is Appearance, we can highlight how Invisalign provides a discreet way to straighten teeth. For those concerned about Time, we can discuss accelerated treatment options or how minimal visits are required.
Patients who value Trust need reassurance from testimonials, expertise, and clear communication about treatment outcomes. Those who prioritize Comfort may appreciate learning about low-pressure orthodontic techniques and modern braces designed for ease. Lastly, for patients focused on Health, we can explain the risks of untreated dental issues and how timely treatment prevents complications.
This Lunch & Learn session was a fantastic opportunity for our team to refine our communication skills and reinforce our commitment to patient-centered care. We are excited to apply these insights in our daily interactions, ensuring that our patients feel confident, informed, and supported in their orthodontic journey.
If you have any questions or want to learn more about our treatment options, feel free to reach out to us. We’re here to help!
Orange Dental is a trusted Dental Company in Toronto, offering top-quality care with expert dentists and modern technology for a healthy, confident smile.