Audio Recording

Enhancing the Patient Experience
Hellen Davis


Ninety percent of today’s patient retention and rapport depends on the relationship and the communication you and your staff have with your patients. It is imperative that you foster a team-based approach that accomplishes your primary objectives: maintain the patient relationship and set up a practice where the patient feels compelled to recommend you to other people. Focusing on these goals will be the primary drivers of a profitable and sustainable practice: patient experience — understanding what the patient needs to get from their relationship with their dental professionals; effective communication — the foundation upon which all good patient relationships are built upon; do no harm to the patient relationship — all the great things you have accomplished with your patient can be undone by failing to recognize that patients’ behavioral tendencies drive their choices. If you don’t understand their basic behavioral preferences, their patient experience will not meet their needs, despite superior technical skills and service. The foundation of this dynamic, results-oriented workshop is the proven research-based DISC model for communicating and building strong patient relationships. In this business-building session, the audience will learn practical tools for understanding the four basic dimensions of human behavior based on the widely accepted DISCflex™ Assessment. All people possess the four DISC Factors in varying degrees of intensity: dominance, influence, steadiness, and compliance. With a strong understanding of DISC psychology and behavioral styles and preferences, you will be better able to set yourself apart as a customer-focused professional who clearly understands how to drive a positive patient experience.

Learning objectives:
Participants will be able to:

• Discover your own behavioral style and preferred approach with your patients.
• Identify your patient’s DISCflex™ style so that you and your staff are best tuned in to hearing and understanding patient care-abouts.
• Communicate in terms of your patients’ DISCflex™ pattern so that you better influence them to understand the consequences of poor hygiene, postponing treatment, etc.
• Understand the characteristics of the four behavioral styles and what motivates each and tie these into the patient experience.
• Master "people reading" skills to adjust your approach both in presenting recommendations and helping your staff assist patients in making sound decisions.
• Practice DISC psychology to enable you to "work smarter, not harder" as you continue to build your practice.