In this presentation Rick Kushner outlines a comprehensive approach for dental practices to manage new‑patient intake, telephone interactions, and patient expectations. He emphasizes a personalized first‑visit consultation where the doctor asks patients what they expect, giving them a sense of control. Kushner provides specific phone scripts for handling requests about prophylaxis (Prophy) and cost, stressing the importance of avoiding lengthy discussions and not promising services that cannot be guaranteed. He identifies a small vocal minority (the “shoppers”) who demand low fees or immediate cleaning, and advises practices to treat them like any other patient, offering transparent fee information without compromising practice value. Kushner argues that many practices unintentionally limit growth by allowing these objections to dictate policy, and he calls for a mindset shift to empower reception staff to make appropriate promises while keeping records. He details the mechanics of an efficient new‑patient exam (about 25‑30 minutes total, split between doctor and assistant) and describes an initial interview technique that prioritizes listening, rapport, and non‑dental small talk before clinical questioning. Throughout, he stresses a philosophy that all patients are valuable, rejects the notion of “wrong‑kind” patients, and links these attitudes to practice growth, advertising, and collection policies.
Topics
Personalized First‑Visit Consultation: Empowering Patients to Set Expectations
A scripted approach where the doctor spends a few minutes privately with the new patient to ask, “What do you expect of me?” and then jointly decides on the treatment plan.