Renee Knight is a freelance writer and editor who's been covering the dental industry for 15 years. 

Renee Knight

 As a team, you and your staff should always look for ways to increase case acceptance, and that includes improving your case presentation skills. One way to do that is to actually watch how you interact with your patients and how they react to you.


	Patients often give nonverbal cues while you’re presenting a case, from avoiding eye contact to looking any where but at the before and after photos you’re showing them. It’s important you notice these cues and address them during the presentation. If you’re not used to looking for those cues or aren’t sure how you should respond when you do, taping a case presentation and watching it later with your team can help.
	
	Ask a few patients if they mind if you tape the case presentation and let them know you’ll only use it for internal purposes. Critique it with your team and be honest about what you’re doing well and how you can approve. Taking this look at your approach to case presentations, and listening to insights from your team members, can only help you improve your communication skills, and that will lead to more patients going forward with treatment they need.
	
	Your patients are your practice. Without them, where would you be? You have to know the best ways to attract them to your practice, get them to accept treatment and make them happy, life-long patients.
	
	That’s where we can help. Check back regularly for tips on how to keep your patients happy, healthy and loyal.
	
	

The DPR Patient Tip of the Day is sponsored by 

, manufacturer of high-end systems and solutions for dental and maxillofacial imaging. Visit 

 to learn about the company’s full line of imaging solutions, including the 

Articles

Take video. As a team, you and your staff should always look for ways to increase case acceptance, and that includes improving your case presentation skills. One way to do that is to actually watch how you interact with your patients and how they react to you.

Wednesday’s Patient Tip of the Day - October 15

. If you’re feeling sluggish or you're starting to experience the body aches and pains that are all too often part of a dentist’s day-to-day, then you probably aren’t providing the best care possible for your patients.

Feeling rundown all the time will affect how you interact with patients and what you’re able to do in the operatory. It slows you down, and if it’s bad enough, may even lead to an early 

Dentistry can be tough physically, but there are ways to alleviate pain. Buying the right ergonomic products from seating to handpieces can make a huge difference, but it doesn’t have to end there. Exercise is key to staying in the best possible shape. If you’re dealing with back and neck pain, exercises that target the core, such as Yoga, can help. Never tried it? Think about signing up for a class or checking out an exercise video to get started. If you stick with it, you’ll notice a difference and so will your patients.
	 
	Your patients are your practice. Without them, where would you be? You have to know the best ways to attract them to your practice, get them to accept treatment and make them happy, life-long patients.
	
	That’s where we can help. Check back regularly for tips on how to keep your patients happy, healthy and loyal.
	

 
	The DPR Patient Tip of the Day is sponsored by 

 to learn about the company's full line of imaging solutions, including the 

Take care of yourself. If you’re feeling sluggish or you're starting to experience the body aches and pains that are all too often part of a dentist’s day-to-day, then you probably aren’t providing the best care possible for your patients.

Thursday's Patient Tip of the Day

The dental field is constantly changing. There are so many new products and technologies that hit the market every year that it can be difficult to keep up. It’s easy to become overwhelmed by it all and to just stick with what you know. But if you do that, you’re doing your practice and your patients a disservice.

Do your best to keep up-to-date on the latest products and technologies to make their way onto the scene. Find out what they offer and if they’re right for your practice and your patients. Talk with colleagues, read trade articles and look at what your colleagues are saying on social media.
	
	Of course, not every product is right for your practice. Don’t buy something just because it’s new; buy it because you see how it can help you improve patient care. Keep learning, and take the opportunities tradeshows like the upcoming ADA Annual Session offer to do some research. If you’re attending, talk to a manufacturer about a product you might not know much about, or attend a CE session that focuses on a technology you’re not comfortable with. You just might find something that will change the way you practice for the better.
	
	Your patients are your practice. Without them, where would you be? You have to know the best ways to attract them to your practice, get them to accept treatment and make them happy, life-long patients.
	
	That’s where we can help. Check back regularly for tips on how to keep your patients happy, healthy and loyal.
	
	

Stay curious

 call your office to confirm appointments or learn more about what your practice offers. They’re doing their research through Google searches and 

 before they even think about picking up the phone, and many of them would prefer not calling at all.


	That’s why it’s so important to have a 

 that makes it easy for your patients to communicate with you, at any time of the day or night. Your patients are busy and many are Web savvy, and would much rather fill out health history forms, pay bills and confirm appointments via the Internet.
	
	But it doesn’t end there. You can communicate with patients through e-newsletters, e-cards on their birthday and email appointment reminders. These are all great ways to remind your patients you care about them without intruding with a phone call. Email and robust websites give you control over 

, while making it possible for patients to contact you when it’s convenient for them, not just during the hours your practice is open.
	
	Your patients are your practice. Without them, where would you be? You have to know the best ways to attract them to your practice, get them to

 and make them happy, life-long patients.
	
	That’s where we can help. Check back regularly for tips on how to keep your patients happy, healthy and loyal.
	
	

Make it easy for them to contact you. Gone are the days where all your patients call your office to confirm appointments or learn more about what your practice offers. They’re doing their research through Google searches and social media before they even think about picking up the phone, and many of them would prefer not calling at all.

. Before you can truly know what your patients want and what elective services you should talk with them about, you have to take the time to ask. That’s why the new patient interview is such an important part of that first visit.

It only takes about 10 minutes for you to find out the patient’s goals, motivators and expectations, said Robert Spiel, MBA of Spiel Consulting. Not only that, it’s a great way to start building trust with your new patients, and the more they trust you, the more they feel like you’re truly on their side. Once they feel that way, they’ll be a lot more likely to listen to your treatment plans and to go forward with what you recommend.

Ask them about their prior experiences and what has brought them to your office. Getting to know them will make them feel more comfortable with you and will give you a better idea of the best way to present treatment to them when the time comes. That also leads to increased case acceptance.
	 
	Your patients are your practice. Without them, where would you be? You have to know the best ways to attract them to your practice, get them to accept treatment and make them happy, life-long patients.
	
	That’s where we can help. Check back regularly for tips on how to keep your patients happy, healthy and loyal.
	 
	

Ask the right questions. Before you can truly know what your patients want and what elective services you should talk with them about, you have to take the time to ask. That’s why the new patient interview is such an important part of that first visit.

Wednesday's Patient Tip of the Day

 It’s easy to get into a rut, to just go about your day-to-day routine without that passion you felt when you first started practicing. But if you’re not passionate about what you do, it will show in your work and the way you interact with your patients and your 

, and that may be just enough to send some patients looking for a new dentist.
	
	So what can you do to keep that passion alive, even well into your career? You can start by making sure you have the right 

. 
	
	Dentistry can’t be all you do; you need to have a life outside of dental, said 

. Letting your career take over your life will only lead to stress and burnout, and that’s not good for you, your staff or your patients. 
	
	You have to make time for family and friends, and all those non-related work activities you enjoy. Find a hobby and develop a skill that has nothing to do with dental-enjoy your time away from the office and remember your life and your work doesn’t just come down to 

. Keeping that balance will not only make you and your patients happier, it will likely make you more successful.
	
	Your 

 are your practice. Without them, where would you be? You have to know the best ways to attract them to your practice, get them to accept treatment and make them happy, life-long patients.
	
	That’s where we can help. Check back regularly for tips on how to keep your patients happy, healthy and loyal.

The DPR Patient Tip of the Day is sponsored by Instrumentarium Dental, manufacturer of high-end systems and solutions for dental and maxillofacial imaging. Visit 

 to learn about the company's full line of imaging solutions, including the ORTHOPANTOMOGRAPH®OP300.

Stay passionate. It’s easy to get into a rut, to just go about your day-to-day routine without that passion you felt when you first started practicing. But if you’re not passionate about what you do, it will show in your work and the way you interact with your patients and your staff, and that may be just enough to send some patients looking for a new dentist.

Monday's Patient Tip of the Day

. Facebook is a great place to connect with current and potential patients, whether you’re offering a discount on whitening you want them to know about or you want to share a great article you just read about the oral-systemic link.
	
	Posting pictures of happy patients (with signed releases, of course) to your Facebook page is another way to connect with your patients to let them know what your practice is all about. Jill Nesbitt, dental consultant and office manager, suggests posting photos of that smiling 16-year-old boy who just got his braces off, or that beaming bride-to-be who just finished whitening for her big day.  
	
	Have your office manager get in the habit of taking these types of photos and then posting them on your Facebook page with appropriate captions. This gives patients the opportunity to really see what you can do, and may get them thinking about investing in cosmetic services for themselves.  
	
	Your patients are your practice. Without them, where would you be? You have to know the best ways to attract them to your practice, get them to accept treatment and make them happy, life-long patients.
	
That’s where we can help. Check back regularly for tips on how to keep your patients happy, healthy and loyal.
	
	

Post it on Facebook. Facebook is a great place to connect with current and potential patients, whether you’re offering a discount on whitening you want them to know about or you want to share a great article you just read about the oral-systemic link.

Tuesday's Patient Tip Of the Day

You trust your staff, and you should. You depend on them every day; they’re a solid team and you don’t know what you-or your patients-would do without them.

But, of course, even the best staff members have their faults, and one of those faults may be telling a white lie or two when it’s easier to fib a bit than to tell the truth. Think you know what the top lies are? We asked Penny Reed Limoli of the Reed Limoli Group, Lois Banta of Banta Consulting and Kathleen O'Donnell of Jameson Management to come up with the most common lies staff members are telling you every day. Here’s what they came up with:

1. “I would never take a kickback for a dental supplier (this could be gas cards, gift cards, etc).

2. “I had no idea Lisa was planning to quit. Of course I would have told you had I known.”

3. “Yes, I did confirm with Mrs. Smith.” (She never left a message or even called).

4. “No, I didn’t put Mrs. Smith back on the schedule.” (The team member doesn’t want to admit she put the repeat offender who has broken or cancelled an appointment with less than 24 hours notice multiple times back on your schedule.”

5. “Yes, I send statements every month.”

7. “Of course I didn’t discuss my pay with Lisa.”

8. “I did call everyone on our pending list to try to fill that opening in the schedule.”

9. “I am using the verbal skills we learned to try to influence the patient to accept treatment”  (or schedule or pay).

10. “I did resubmit that claim to the insurance company.”

11. “I’m not using my cell phone during working hours.”

12. “I can't come into work today because I am sick.”

13. “I know what my job description is in this office.”

15. “I don't mind not having a review or raise each year.”

16. “I am taking that new job because it's closer to home.”

What should you do when you catch a team member in a lie or just suspect he or she is trying to pull a fast one? If it’s a white lie that won’t hurt the patients or the practice, O’Donnell recommends letting it slide. Sometimes team members lie to save face because they’re embarrassed, and calling them out likely won’t help the situation.

But there are some lies that shouldn’t be tolerated. When you hire a team member, be clear upfront about office policies, Limoli said. Make it clear that dishonesty can be grounds for termination, and that stealing from the practice or accepting kickbacks from manufacturers won’t be taken lightly.

Your team members are good, hard working people, but that doesn’t mean they don’t tell the occasional white lie. And every now and then you’ll find you have someone on staff who is too dishonest and just has to be let go. Make the policies clear and the repercussions known, and your staff members will be less tempted to be dishonest.

16 lies your staff is telling you

Dr. Sabine Purps wasn’t necessarily looking for a new exam glove when she ran into an old friend and colleague at last year’s ADA annual session in Las Vegas, but she’s glad she took his advice and gave the XCEED exam gloves from Microflex a try.

This friend, who works at Microflex, told her about the benefits the XCEED exam gloves offer clinicians, and she decided it was worth trying them for herself. Dr. Purps can now tell you from first hand experience how these gloves have helped reduce hand fatigue and fit better than any glove she’s ever worn.

What do you like most about XCEED exam gloves? How do they compare to other gloves you’d used in the past?


	I like that when I spread my fingers it doesn’t pull. The gloves are just the right size. And they have a little grip that makes them less slippery than the other ones I used before.
	
	They don’t make my hands itch. I tried to so many different gloves. I don’t have any latex allergies but there must be something inside some of the gloves that make the spot  between where my fingers come into my hand itch, almost like I have a mosquito bite. I haven’t had that  since I started using the XCEED gloves.

Another benefit is that when I stretch my hand it doesn’t pull. My thumb has free range, so I don’t have to use so much muscle strength on my thumb muscle. If there’s too much pull on your thumb, it really tires the hand muscles a lot. When I just started working as a dentist, sometimes I would get a cramp in the thumb muscle on the inside of my hand from where the gloves didn’t fit right. At the time, I didn’t know it was from the gloves not fitting properly.

Why would you encourage other doctors to give these exam gloves a try?


	They’re the most comfortable gloves. They fit my hands very well. The fit seems to be superior, and they don’t have powder on the inside. They’re great. They’re the best product ever in my 18 years of using exam gloves.

Dr. Sabine Purps wasn’t necessarily looking for a new exam glove when she ran into an old friend and colleague at least year’s ADA annual session in Las Vegas, but she’s glad she took his advice and gave the XCEED exam gloves from Microflex a try.

An inside look at Microflex's XCEED exam gloves

The most common lies coming out of your patients’ mouths might shock you.

You’ve likely noticed it before. Something your patient just told you doesn’t quite jive with what you know to be true, or maybe you noticed extra shifting and eyes that won’t meet yours as your patient tells you that yes, he’s flossing every day, twice a day even, so he can’t understand why his gum health hasn’t improved.

It probably comes as no surprise to you and your staff that your patients may tell a white lie or two, but you might be surprised to know the most common things they’re lying to you about. We recently talked to dental consultants Penny Reed Limoli of the 

 to come up with the most common lies patients are telling while they’re in the chair. Here’s what they came up with:

1. “I don’t know anything about my dental plan.”

3. “I need to cancel my appointment because I’m stuck in traffic” (or in a meeting or sick).

5. “I don’t drink alcohol, or at least not much” (this one shows up on the health history form).

6. “My last dental visit was six months ago.” (This is common from new patients who don’t want to admit when their last visit really was.)

7. “But your administrator told me X on the phone.”

8. “Yes, of course I took my premed.”

9. “I planned to pay my bill, but couldn’t find a stamp or an envelope.”

10. “I’m in a lot of pain and need an appointment right away. My tooth is hurting and I’m going on vacation. I can come in at 4:30.”

11. “I sent that payment into you last week.”

12. “I didn’t do anything unusual, my crown just popped off. “

13. “I have insurance and it pays 100% of everything.”

Any of these sound familiar? You likely have a few that you’ve heard over the years to add to the list, not to mention your team. But how do you handle it when you catch a patient in a lie? Do you call the patient out or let it slide?

If it’s a white lie, O’Donnell recommends letting it go. The patient is likely embarrassed by the truth and is just trying to save face. Of course, if it’s more serious and can potentially hurt the patient, you’ll have to confront him or her.

To help keep patients honest, Limoli suggests setting boundaries. If you don’t have boundaries, patients will test you and push your limits. Let patients know you require 24 or 48 hours for cancellations and when they call you to change an appointment at the last minute because they’re sick, remind them of the policy and let them know you’ll make the change this time but you’ll require more notice in the future. After two last minute changes, place the patient on an executive/short notice call list or have him or her make a deposit to reserve an appointment.

What else can you do? Make sure you document the conversations you have with patients in their health record, and update their health history regularly. This helps protect yourself and the practice when patients are dishonest with you about something that can harm their health.

Most of the lies your patients tell are harmless and are just part of the day-to-day routine. But it’s important to recognize when they’re fibbing, just in case that little white lie turns into a whole lot of trouble.

Your patients aren’t the only ones who lie. Next week, we break down the most common things your staff members are lying to you about. 