Commitment

• • Misconceptions of patient objections and concerns: Many TCs when beginning will see these as negative events because they are obstacles to moving forward. However, from the patient perspectives, they do want to move forward with treatment but they need help from the TC to overcome these obstacles before they move forward.

• In ortho, the most common responses , if there is a concern, will be:

  • A concern about fees

  • A need to talk to a spouse or think it over (these are essentially the same).

Here are the steps to take to address patient concerns:

1. Empathize with the patient’s concern: We let them know we understand where they are coming from.

2. Clarify the objection: This is critical. You must understand EXACTLY what the concern is.  For example, when a patient says “your fees are too high,” is it the down payments, the monthly payment, the total cost, is it in comparison to another practice?

3. Address the objection: ONLY AFTER CLARIFYING THE OBJECTIVE do you then provide an alternative based on the information.

4. Ask for agreement: confirm that the issue has been resolved.