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HITMAN VS. HEALER
A few years ago we were privileged to attend a course taught by Dr. John Kois of Seattle. The title of the course was Hitman vs. Healer. We dentists are the professionals in dentistry. When a patient comes to us with a problem we usually know immediately what the problem is and how best to solve it.
Unfortunately, however, this quick grasp leads to problems in communicating with our patients. To exaggerate, a patient comes to us, we look at the patient and the x-ray for a few seconds and identify the problem. Then we tell the patient what the problem is, how we are going to solve it and that the solution will cost several thousand €. Now that everything is explained, we leave the treatment room in the certainty that everything necessary has been said. We are a hitman.
This, for us effective and certainly technically correct way to the treatment plan, however, does not lead to acceptance by the patient. The prerequisite for acceptance is that we are perceived by the patient as a healer. Similar to an examination by a general practitioner. At the beginning blood is taken. The results and thus the problems end up on a sheet of paper. Now the doctor and the patient can analyze the problems that are on the sheet together and develop solutions together.
The negative part of naming the problem has been transferred to the paper. In addition, a positive dynamic is created when two people bend over a sheet of paper and begin to find solutions together.
CONFIDENCE IN THE DIAGNOSIS
In Germany, 70% of the treatment and cost plans drawn up are not implemented. Confidence in the diagnosis is the most important factor in whether or not a patient will undergo treatment. If this confidence is not achieved in the consultation, the patient will seek a second opinion and very likely have the treatment performed elsewhere. This can have substantial financial implications for your practice.
Imagine you go to the doctor with a problem. After the examination, the doctor summarizes the problems for you on an iPad, gives you an outlook on what risks arise from the current problems for the future, shows you possible solutions with examples, and you leave the practice with a pdf file that presents the entire content informatively and visually beautiful. This is exactly what we have developed for you.
At the center of the consultations in our practice are iPads with Apple's Keynote software. The software is free and offers a number of powerful tools that we use in the consultation. At the beginning of the consultation, the consultation starts with a blank presentation. However, in the background there is a whole set of templates we have created that we can insert and use as needed. You can show everything, but you only have to put as much effort as you want in the current case.
The first step is to show the patient's current problems and explain what the consequences of not treating them might be. At the same time, you can give an assessment of what problems can be expected in the future. This makes the patient feel professionally examined. Even if everything is fine, the patient can see which things could have been because they were part of the examination. You also automatically document what was discussed, which can be used by you in any legal issues.
At the end of the first phase, the problems are displayed on the iPad and you, as the healer, can look for solutions together with the patient in the next phase. The second step is to work out the treatment plan. For this, there are a variety of beautifully designed and informative templates with real treatment cases. Again, there are no specifications from us as to which slides you must use. You choose exactly the slides you think fit the current case. You have exactly as much effort as you think is appropriate for this case.
The third and final step is to save the prepared document and send it to the patient. In our practice we export a pdf on a folder in our network. Then, this file is delivered to the patient by our receptionist and stored internally. If you want you could also just send the file as an email directly from the iPad. There are a variety of easy solutions.
You've done it. The patient has been to see you. You presented the current problems and created a risk assessment. Then used examples to interactively develop a treatment plan. The entire document is in the patient's mailbox when they leave the office. The patient feels professionally examined and informed. He is ready to carry out the planned treatment. And all this with great design and little effort for you. In one word: Fantastic.
THE IMPORTANCE OF TECHNOLOGY
Technology is very important for our patients. Almost 90% of patients say that it is very important for them that their dentist uses the latest technology. If you use an iPad for the consultation and create an individual pdf with problems and solutions you show that you are technologically up to date. And you can do this with a much lower financial outlay than medical equipment.
WHAT SETS US APART FROM THE COMPETITION
There are already a number of other solutions for patient consultation. However, there are three reasons why we do not use them and found it necessary to develop our own solution.
The programs are too complex. They were created by software developers who want to explain and present as much as possible. But in daily use this is a much too tight corset. We do not want to be told what to do. But in the daily work exactly as much effort as it justifies the current case from our point of view. Furthermore, it is possible to explain a large part of the dental treatments with little effort. We do not want to be fully comprehensive and complicated. But effective. And it should be fun at the same time.
The programs are very expensive. Other solutions were developed by corporations with enormous costs in the background. This makes the programs expensive to purchase. Often there are additional subscription fees with unfair cancellation conditions. Our approach is to achieve as much as possible with as little effort as possible. That's why we can offer our solution at a fair price and without subscription.
Unloving design. Almost all programs we know that were developed for dentists look like from a bygone era. This is out of the question for us. We want to have fun at work. And for us, that includes a great design.