Educate. Encourage. Empower.
The New Patient Grid™ - the 5 Step Formula
… an overview:
The new patient appointment is most often approached from the technical viewpoint only. That is to say, we concentrate on the technology sciences because this is how we were taught. You gather clinical data at the new patient appointment with your x-rays and photographs and you record pocket depths and chart dentition. We think about fillings and implants and dentures. We plan out the restorative procedures and protocols.
But, this technology will not move the new patient in the direction of accepting your best care. There needs to be something else in the equation to ensure that the new patient perceives the value of your proposed care and then motivates them to move forward with it. How best is this achieved?
At the 1997 World Wide Developers Conference, Steve Jobs said “You’ve got to work backwards from the customer experience to the technology. You can’t start with the technology.”
People are moved by emotions.
It is through the behavioral sciences, not the technology sciences, that moves the new patient to engage in a future result that is good for them and then gets them to emotionally commit to take action to achieve that future result. Trust and hope reside in the behavioral sciences. This is where relationships are built and produce a new patient who will accept your best option care and stay for a lifetime.
For those who know how to employ these approaches, you can expect your office to prosper during this pandemic.
And during the course, you will learn the framework, format and strategies on how to structure and build an initial appointment to have your new patient accept your best care and keep them for a life time. You will learn how to develop and propose a solution that is acceptable by the patient’s way of thinking and gets your best dentistry off the shelf. And in the process, you will create the opportunity to build trust and a lifetime relationship with your new patient.
The New Patient Grid™ - The 5 Step Formula is designed to provide you with the Grid to keep your new patient going in the direction of better health through your diagnosis and treatment all the way to case completion. Because, if the new patient falls off the grid, there is no opportunity for a long-term relationship and your mission of bringing better health to the patient fails. Your patient does not benefit, you and your staff don’t get your best dentistry off the shelf and your income suffers. So, if more new patients stay on the grid, more of your best option care will be accepted and your office prospers.
The methods and strategies I am going to explain in this course are like bread crumbs. Each strategy leads you to the next. This is your strategic handbook and your tactical guide for engaging the new patient.
What Are You Trying to Accomplish?
We are going to diverge from the dental school type of exam and focus on an exam that still gathers all the pertinent clinical information but is also designed intentionally and deliberately to improve your practice performance, improve the health of your patient, and to build a lifetime relationship with your new patient. In short, it is designed to create possibilities and opportunities for your patient to be healthier and for your office to be prosperous.
As we all know, the new patient appointment is THE most important appointment your patient will ever have with you. Traditionally, this is where you gather all your records to create a diagnosis which ultimately ends up as a treatment plan that you present to the patient to gain acceptance.
That’s how it goes in most offices. And that’s how you get to the national average new patient value of about $1750.
But this is where we diverge. This is where we take a path less traveled. This path is less traveled because it is new. It is innovative. We know that new discoveries in science and innovation are redirecting the evolution of dentistry to include whole body health and creating new value. This is your opportunity to capitalize on the new value that is being created.
You are here because, just like me, your advanced education and training is wasting away and your business suffers because, in this pandemic, so few new patients are accepting your best option dentistry. If you had a solid, trusting relationship with your new patient, you would be able to influence and serve your patients better and you would have a more profitable business. But this is a new patient and you haven’t had time to build that relationship yet.
You will find that you can move quickly into a trusting relationship by knowing how and when to use the methods found in your course.
During the course, you will uncover The 5 Step Formula beginning with Step 1 - The Opportunity™ where you see an amazing possibilities in front of you with the new patient; and then enter the most innovative step, Step 2; The Conversation™ with new patient that breaks down barriers and provides intel about the patient’s emotions; you then progress to Step 3 - The Discovery™ where you gather all of the diagnostic data to create your treatment plan; and then present the case in Step 4, the most influential step, as the Proposal™ that solves the patient’s problems using the patient’s own goals; and finally, we solidify the financial and treatment arrangements in Step 5 - The Agreement™ and the new patient starts treatment.
The New Patient Grid™ - The 5 Step Formula guides you through the entire process of the new patient experience without losing a step. It is designed intentionally to incorporate the science of psychology to find out what the new patient wants; how to immediately start building a durable long-term relationship; find out what their goals are and what they really want from you; discover what information you need to influence your new patient so that they perceive the need for your care, and accept what you’re saying and then move forward with it.
Some of this language will seem familiar to you and some of it will be new and innovative. But, you will find that every piece of The New Patient Grid™ - The 5 Step Formula fits together seamlessly.
You will be given all the information so you can become skilled in the verbal scripts to increase your influence and persuasion; your new patients will accept more of your care; you will be getting more of your best option BioCompatible dental care off the shelf. And more importantly, your ‘average new patient value’ (which is THE most important metric when measuring practice growth) will increase. And this will lead the way to improving your personal and professional satisfaction.
Each of the 5 steps in The New Patient Grid™ formula will be divided into video training modules of 15 minutes or less in length. They are designed for quick reference for yourself or your staff when you have questions or you need to review an item. There are downloads and checklists and action lists for your convenience so you can check for consistency when training your staff.
The first 3 modules cover the opportunity you have to start the new patient process with positive interactions. In this step, you will learn how the new patient perceives your practice. You will use the Patient Satisfaction Index (PSI) graph to chart your success with each positive interaction with your new patient. You will then move to that all important initial call with your new patient and see what opportunities are available to begin the relationship. And finally, you will see what opportunities are available for you when the new patient is in your office at their new patient exam appointment.
The next 3 modules will cover the most innovative part of The New Patient Grid™.
The Conversation™ is just that, a short conversation with your new patient. It is a series of questions that will elicit critical intel about the new patient. The data from this intelligence file is the raw material that you will use for a breakthrough into the wants, the needs and desires of the new patient which will guide you in your diagnosis so you can create a treatment plan that your new patient will accept. You are basically engaging in a conversation, asking a series of questions to help the new patient see a bridge to take them from where they are to where they want to be by way of your best option dentistry. They tell you what they want and you tell them how to get there with the least amount of problems for the rest of their life! It’s an elegant and innovative system that incorporates the behavioral sciences to develop trust and hope with your new patient.
After this initial conversation comes the Discovery. It has 3 modules.
The Discovery™ is the part of the new patient exam that you will be most familiar with. This is where you pick up the mirror and explorer and gather the clinical information about the new patient. You will collect diagnostic records, review the health history, analyze the data and then treatment plan your new patient. We go into detail on The 7 Diagnostic Disciplines™ that will produce a surprisingly thorough treatment plan that your new patient will accept. This is also where you build a tremendous amount of value (read money) into your treatment plan.
The next part has 5 modules and will guide you through presenting the case.
We don’t call it Case Presentation anymore. We call it The Proposal™. Case presentation is a hold-over from dental school terminology. Instead, we will propose a solution that will use the new patient’s own goals to solve their problems. It’s a different mindset and it makes a HUGE difference in your case acceptance.
The last module of your workshop is called The Agreement.
In the Agreement™, we no longer think of just making financial arrangements. Yes, we want to make treatment affordable with a payment structure. But, we also want to agree on a schedule for treatment and a commitment to appointments. This is the agreement on the key considerations that will take you and your patient to the end result … case completion.
The goal is a completed case with your best BioCompatible dentistry, a happy healthy patient and money in the bank. The New Patient Grid™ - The 5 Step Formula Workshop is your tactical guide that is deliberately and intentionally designed to accomplish these objectives.
Let’s get on the Grid and see what opportunities there are for you as we look at the new patient appointment from a structural point of view with a systems analysis mindset.
See you inside.
The New Patient Grid™ - The 5 Step Formula
The new patient appointment is the ONLY place where business growth is created. The New Patient Grid™ is a step by step strategic system that shows you how to better serve the overall health of your patient and increase the performance and productivity of your practice.
This course outlines and explains a definitive 5 step formula to help increase your average new patient value (THE most important metric that determines growth) without increasing the headaches. Profit and patient health are the focus.