Don’t treat them yet
It’s not unusual for patients to come to the dentist with unrealistic ideas in their heads. If you don’t adjust those ideas prior to commencing treatment things can go dramatically wrong.
Here are the three commonest wrong ideas that I see patients come in with.
First, patients who have no appreciation of the extent or cause of their problems. They come in with a mouth that looks like they’ve swallowed a hand grenade, yet they think that nothing much is wrong. Despite the carnage, they just come for a “quick checkup” and a clean. I’ve seen quite a few patients whose front teeth are worn away because they’re missing back teeth yet they don’t connect cause with effect and only want me to fix the front teeth.
Second, patients who think that the treatment will cost much less than it actually does or who don’t sufficiently value the treatment. A lady came to see me who needed over $7,400 of treatment yet she had a budget of $200. I’ve had a patient drive to my practice in a $240,000 automobile yet tell me that they would never pay $1,800 for a crown.
Third, patients who have unrealistic ideas about the result that can be achieved. They expect a miracle. For example, patients who want their full lower denture to stay in like glue. Or, cosmetic patients with absurd ideas. I once had a lady request that I made a crown on a premolar extra bulky in order to plump out wrinkles on her face.
In a worst-case scenario a patient has all three unrealistic ideas. That is, they have huge problems which they are unaware of and are expecting miracles for not much money.
What do you do? I suggest putting the patient through a conditioning process prior to commencing treatment. Take some time to realign the patient’s ideas with reality.
Here are four strategies that I use to condition patients.
Make the problems visible.
The old adage goes: “Seeing is believing”. Show patients reality using photos and scans. Let them see the seriousness of their problems rather than just being told. Check their understanding by asking: “Tell me what you see here.”Introduce financial reality early.
If you suspect the patient is disconnected from financial reality do a test close: “I haven’t worked it out exactly but your treatment is going to cost in the vicinity of $xxxx. Is that feasible or is that out of the question?” It’s much better to know early if they don’t have money rather than after you’ve wasted 45 minutes of your time treatment planning their case.Bring their expectations of results back to earth.
Explain what is realistically achievable, not in a negative way, but in a calm, matter‑of‑fact way. Replace fantasy with clarity: “You will hate this denture. You may never get used to it. It will be extremely hard to eat.” Never promise something you can’t deliver such as “perfect”, “permanent”, “you won’t feel a thing” or “just like your own teeth”. Happiness is when reality exceeds expectations. Unhappiness is the reverse.Slow the process down before treatment begins.
If you detect unrealistic ideas don’t be in a rush to start treatment. Slow things down. Guide the patient gently until they’re grounded.
Conditioning the patient works most of the time but not always. The question is what do you do when you can’t get the patient to understand reality?
I suggest that you don’t treat such a patient. If you do so, you’re opening yourself up to a world of pain and a possible complaint.
If you liked this article you might also like these topics: the full communication system this fits within, how to keep treatment discussions brief and effective.
A practice that communicates well and runs efficiently is almost unstoppable. If either of those resonates, explore case acceptance or efficiency or both.
