View from the Chairside: how do you gauge a successful new patient emergency visit?

By Dr. Joel Antel

Dr. John O’Keefe, CDA Director of Knowledge Networks, sat down with Dr. Joel Antel, to discuss what he considers to be a successful new patient emergency visit.

Dr. Joel Antel is a general dentist in Winnipeg Manitoba. He graduated from the University of Manitoba, Faculty of Dentistry in 1979. Dr. Antel has written, consulted and lectured on practice management/patient communications and is the chair of the Manitoba Dental Association Communication Committee.

Read the full transcript of the interview (PDF)

Listen to audio interview

Overall Indications

• Address the patient’s reason for the emergency visit.
• Establish a strong relationship with the patient.
• Ensure you’ve laid the ground work for making good treatment choices then and in the future. 
• You’ve been successful:
  • If the patient is willing to return for the examination, diagnosis and comprehensive treatment that is recommended.
  • If the patient tells you that they’ve had a better experience than what they had expected.
  • If the patient chooses the recommended treatment rather than the treatment they may have thought they needed. 
  • If the patient chooses your office for ongoing care.

Dentist’s Contribution to the Visit’s Success

• Establish a rapport with the patient so that an educational informative discussion can take place. 
• Hold an informal conversation with the patient rather than asking direct questions. 
• Find out the patient’s values, priorities, and challenges that you have to overcome. 
• Find out the patient’s level of dental knowledge and their capacity to comprehend the recommendations that you make.

Dental Team’s Contribution to the Visit’s Success 

• Front-desk staff indicate to the patient that the focus is on his/her needs, comfort and well being. All other staff must follow the same approach. 
• Don’t let systems and techniques prevent you from having a genuine relationship with the patient.

Early Indications of Success

• Look for signs of apprehension that the patient might have or which might get reduced as the appointment goes on. Is there any patient resistance to having a discussion about treatment?
• Ideally, the patient should take over the conversation about appropriate treatment, necessary follow-up and prevention of similar problems in the future. 

Three (3) Absolutely Essential Elements for a Successful Visit

1. The dentist’s leadership and involvement
2. Set realistic expectations for the first emergency visit
3. Close off the appointment with a conversation about essential next steps

 

Do you have any particular question on this topic? Do you have any comments or suggestions? Email us at oasisdiscussions@cda-adc.ca

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