Tough Questions, Great Answers: Responding to Patient Concerns about Today's Dentistry
Tough Questions, Great Answers offers specific guidance for responding to difficult patient questions, such as: How do you set your fees? Do you guarantee your work? Do you treat AIDS patients? How long can this treatment wait? Robin Wright describes how to turn a challenging conversation into a chance to build patient satisfaction with your dental practice. Based on research with U.S. dental professionals, this book gives great answers to nearly one hundred of the most common questions...
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Tough Questions, Great Answers offers specific guidance for responding to difficult patient questions, such as: How do you set your fees? Do you guarantee your work? Do you treat AIDS patients? How long can this treatment wait? Robin Wright describes how to turn a challenging conversation into a chance to build patient satisfaction with your dental practice. Based on research with U.S. dental professionals, this book gives great answers to nearly one hundred of the most common questions patients have. An excellent resource for the whole dental team. Christian J. Luzar The book is primarily about communication in the dental office. It provides communication techniques and specific answers with explanations to frequently asked questions. The purpose is to provide communication techniques necessary to running a successful private practice. It provides insight into commonly asked questions and provides answers that place the practice in the most positive light. A patient's satisfaction with the practice depends as much on successful communication as it does on the quality of the work being provided. The book is written for dentists in private practice, although it could also be useful for teaching communication skills to students. The book would also be useful for training all office personal involved in patient contact. The author is unknown to me, but the content of the book speaks volumes about her experience. The book is thoughtfully divided and easy to read. The references appear to be current and concurrent with today's practice management techniques. The book is well written and convenient summaries, and charts are provided to emphasize important points. I found the book enticing and interesting. It summarizes much of my practice seminar experience. As a specialist concerned with running a quality care practice, I will use this book and make it available to my staff. Patients cannot readily judge the quality of my work, so the impression that often sticks has to do with how well the office is run.
AcknowledgementsSpecial NoteIntroduction11"What's Going On?" Encouraging Communication in Patient Interviews132"Do You Care?" Starting a Successful Answer273"Are You Any Good?" Building Trust in the Doctor's Skill and Judgment354"Am I Safe?" Reassuring Patients of Treatment Safety555"Is It Worth It?" Motivating Patients to Accept Treatment796"It Costs How Much?" Explaining Fees and Dental Benefits1097"What's the Policy?" Protecting Patient Relationships in Reception1298Communication Goals for the Dental Team145Index149
\ Christian J. LuzarThe book is primarily about communication in the dental office. It provides communication techniques and specific answers with explanations to frequently asked questions. The purpose is to provide communication techniques necessary to running a successful private practice. It provides insight into commonly asked questions and provides answers that place the practice in the most positive light. A patient's satisfaction with the practice depends as much on successful communication as it does on the quality of the work being provided. The book is written for dentists in private practice, although it could also be useful for teaching communication skills to students. The book would also be useful for training all office personal involved in patient contact. The author is unknown to me, but the content of the book speaks volumes about her experience. The book is thoughtfully divided and easy to read. The references appear to be current and concurrent with today's practice management techniques. The book is well written and convenient summaries, and charts are provided to emphasize important points. I found the book enticing and interesting. It summarizes much of my practice seminar experience. As a specialist concerned with running a quality care practice, I will use this book and make it available to my staff. Patients cannot readily judge the quality of my work, so the impression that often sticks has to do with how well the office is run.\ \ \ \ \ Reviewer:Christian J. Luzar, DMD (University of Chicago Medical Center) \ Description:The book is primarily about communication in the dental office. It provides communication techniques and specific answers with explanations to frequently asked questions.\ Purpose:The purpose is to provide communication techniques necessary to running a successful private practice. It provides insight into commonly asked questions and provides answers that place the practice in the most positive light. A patient's satisfaction with the practice depends as much on successful communication as it does on the quality of the work being provided.\ Audience:The book is written for dentists in private practice, although it could also be useful for teaching communication skills to students. The book would also be useful for training all office personal involved in patient contact. The author is unknown to me, but the content of the book speaks volumes about her experience.\ Features:The book is thoughtfully divided and easy to read. The references appear to be current and concurrent with today's practice management techniques. The book is well written and convenient summaries, and charts are provided to emphasize important points.\ Assessment:I found the book enticing and interesting. It summarizes much of my practice seminar experience. As a specialist concerned with running a quality care practice, I will use this book and make it available to my staff. Patients cannot readily judge the quality of my work, so the impression that often sticks has to do with how well the office is run.\ \
