The 2 Kinds of Dental Patients and Why It’s Important to You as a Dentist with Dr. Gary DeWood - a podcast by ACT Dental

The 2 Kinds of Dental Patients and Why It’s Important to You as a Dentist
Episode #304 with Dr. Gary DeWoodThere are patients who believe they're healthy, and there are patients who believe they have significant issues. And today’s guest, Dr. Gary DeWood, explains how these mindsets develop and how it affects how you interact with them. Kirk Behrendt and Dr. DeWood talk about the importance of words and how it can change the way patients understand and value the services you provide in your practice. Words matter! For tips on attracting the right type of patients, listen to Episode 304 of The Best Practices Show!
Main Takeaways:Dentists need to change their mindset and culture.
Many dental patients think they're healthy, and dentists perpetuate that belief.
Don't use “dental” and “insurance” in the same sentence. Say “benefit plans” or “benefits”.
Value your hygienists and show it! Instead of “cleaning,” call it “hygiene therapy”.Ask patients what dental health means to them.
Quotes:“People coming to the dentist is like people going to a Broadway show. They get there, they're not exactly sure what's going to happen. Sometimes, it can be unpleasant, or even unwanted. But whatever happens is going to create an experience. And if that experience is one that exceeds their expectations, it’s going to be remembered and valued.” (05:28—05:57)
“If you ask the appropriate questions, some patients will decide that you are not the place for them to come. And that's important too, because one of the worst things that can happen is when that doesn't happen and they show up, and their expectations are not met because we were never really on the same page. And unfortunately, they go out and they tell other people about those things.” (07:07—07:28)“Patients who believe they're healthy think they're coming for the reason that we have trained the public to come to a dentist. And I will tell you that this isn't my question, this was Lisa’s question, a friend. She would ask people, ‘What significant dental issues are you dealing with right now?’ And most patients said, ‘I don't really have any issues. I just need to get my teeth cleaned.’” (08:07—08:30)
“[Patients who]believe they're healthy, if they have an issue, it ain’t significant. And almost always, they already believe they know the answer. People who claim a significant issue are different. They're usually looking for answers. And so, that differentiation made it possible to have some idea who was coming.” (08:58—09:18)
“If you want to change the mindset around dental benefit plans in your practice, there are two things you can do. First of all, answer this question: what minds have to change first? Ours. If we believe that dental benefit plans suck, we tell people that through our mindset. Because believe me, whatever you believe is being transmitted, no matter how you think you talk, I promise you it’s being transmitted. And the only thing that happens then is that you and the patient wind up in a little muddy hole whining about how terrible it is. Tell me how that benefits anybody.” (15:20—16:08)“I remember people walking in and plunking down, when they had to bring all the paperwork — you know, you had to sign all the forms ahead of time and they had to bring all this stuff — and they'd throw it down on the counter and they would go, ‘I have this, but it sucks.’ And you want to go, ‘Yeah, they all suck.’ Don't do that! Please don't do that.” (16:15—16:32)
“I believe one way to change culture, which is part of mindset, it’s mindset now translated to action. So, here’s my recommendation: stop saying the words “dental” and “insurance” in the same sentence. In fact, stop saying those two words together in your practice, without exception. Say “benefit plans” and “dental benefits,” or “benefits”. People will start asking you things. Words are important. You want to change your mindset? Start talking about things differently.” (16:41—17:10)“I think most dental...

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