Exam Room Insights: Excuses vs Valid Treatment Delays

Today, Lacey is joined by Sarah Gibson, the Treatment Coordinator for her office. Sarah delves into various facets of her role, including discussing the established procedures for welcoming new and existing patients. She emphasizes the importance of active listening and provides real-life examples of how it can significantly work to a patient's advantage. The episode also covers scheduling techniques and strategies to ensure a smooth workflow for the doctor and the patient. Make sure you catch this informative episode.

IN THIS EPISODE:

• [01:28] Sarah discusses the check-in process both for new and existing patients and shares what her responsibilities are when a new patient comes in. 
• [07:41] Sarah explains how she walks a young patient through what to expect when the doctor comes into the exam room and how she extends hospitality. 
• [11:31] Sarah tells why her front desk contacts a new patient before they are seen in the office. 
• [14:03] A discussion of the doctor's schedule and keeping them on time. 
• [16:29] A listener states she does as many as six new patients a day and is overwhelmed. 
• [22:08] Sarah discussed how active listening has assisted her in working with patients who want to go home to converse with others before deciding on treatment. 
• [33:41] Sarah and Lacey agree the position of Treatment Coordinator can make a patient's day better than they thought it would be. 

KEY TAKEAWAYS: 

• There is more than one way to check in patients. Some orthodontists have a different protocol than others. Whatever is working in your office is what you should do, but be sure to make them feel welcome.
• A Treatment Coordinator often needs to read the patient to know how to discuss the treatment going forward and what they are thinking. Any information you can collect before the patient comes to the office is helpful.
• One of the most essential qualities a Treatment Coordinator must possess is active listening.

RESOURCE LINKS

People + Practice  - Website

QUOTES: 

 “I take my time, and I tell patients, I am here for whatever questions you have, whether it's now, whether it's in treatment, whether it's at 10 o'clock at night. Yes, I probably won't answer the phone, but go ahead and email me, and I'll answer it the next day. So, patients know how to get a hold of me, and I like to think there's some hospitality in that.” Sarah Gibson

“My job is to read the verbal and the nonverbal cues to help the patient get what they ultimately want. So, when I start to hear reasons why people would postpone starting treatment or they need to move money around, I really try to listen to them and ask the right questions so I can get to the root of what is going on.” Sarah GIbson