By: Laura Harkin, DMD
This topic originally appeared on PankeyGram.Org. Dr. Harkin granted igniteDDS permission to share with our readers.
Trust is the cornerstone of dental care. It’s something I learned early on, sitting at my dad’s favorite lunch spot when he shared a profound observation:
“Laura, isn’t it amazing? Our patients trust us so much. Even when they decline treatment recommendations initially, they often come back, proving it’s usually about timing rather than value.”
This deep sense of trust has been passed down through generations of our family’s practice, from my grandfather to my father, and now to me.
A Way to Build Patients’ Trust
Trust is a two-way street. Just as patients place their trust in us, we must also trust them. This synergy creates opportunities for optimal health and effective care. Even as a child, I sensed the genuine care my father had for his patients.
It’s a feeling deeply embedded in me and one that shapes my approach to dentistry. I do believe that every morsel is earned through guidance, thoughtfulness, and skill.
Key Elements of my Comprehensive Treatment Letters
The letters that I write to my patients are most often in reference to comprehensive treatment. They provide a bird’s eye glimpse of our most recent findings, diagnoses, and treatment recommendations.
My older patients, especially, appreciate my thoroughness, organization, and systematic approach to recommended treatment. These letters certainly aren’t handwritten, but the hard copy renders a sense of care that’s transferred from my hands to theirs. We must remember that individuals comprehend and retain information differently. The one-on-one, verbal, treatment consultation can become lost in the shuffle of everyday. Add dental language and complicated procedures to the mix, and that’s simply a recipe for confusion.
Key elements of these letters include:
- Chief Complaint: I begin by acknowledging the patient’s primary concern.
- Clinical Findings: A concise summary, often presented in bullet points for clarity.
- Treatment Recommendations: A detailed outline of the proposed plan, including appointment sequences and financial investments.
- Clinical Photographs: Visual aids help explain the treatment to family members who weren’t present during the consultation.
Benefits for Patients and Team
For patients, these letters provide clarity and serve as a reference, minimizing confusion. Treatment letters are also an irreplaceable resource for my team. When a patient calls to schedule treatment previously presented, my stored letter immediately becomes a reference for scheduling appointments, including time allotments and space in-between subsequent visits.
In my office, we offer courtesy for treatment paid in full. This amount is figured in the financial investment portion of my letter so that conversations regarding immediate payment or a payment plan can easily flow.
Should a case not be accepted prior to a routine recare visit, this letter serves as an excellent reminder during team huddle. It’s inefficient to page through multiple chart notes and software-driven plans with no explanation of the diagnoses which caused a need for restoration in the first place.
In my first few years of practice, it was hard for me to accept that I needed to view this document as fluid with a potential need for multiple modifications to suit my patient’s desires and limitations. For example, financial concerns often lead to the need for phased treatment or a compromise from the ideal. I’m committed to openly discussing what may occur if no treatment is rendered or if a compromised approach is chosen. Likewise, I believe in the importance of presenting the financial component of extensive treatment myself.
As the dentist and business owner, I must “own” the fee that I’ve carefully determined to reflect indirect and direct time, the skill level and support to be provided by my team, the technical excellence of my laboratory technicians, and my own knowledge. The fee that I present is steadfast, barring an unanticipated need such as root canal therapy. Should there be a need for additional chair-time or visits, it’s included in the quoted fee.
High Level of Dental Care: From Initial Consultation to Post-Treatment Maintenance
Finally, my letters include my expectations for post-treatment maintenance. For example, if we are to complete a hybrid case in conjunction with a surgeon, I’m careful to share the importance of periodontal health and frequent maintenance visits to prevent peri-implantitis. In patients who have pre-existing medical conditions that when uncontrolled can be contradictory, I stress the importance of regular monitoring.
Ultimately, I strive to empower my patients to choose and achieve oral health, Undoubtedly, oral health positively impacts overall health. My personal letters are a distinguishing trait of my practice that convey the level of care to be carried from presentation through treatment and in maintenance. Consider the value in this extra step!
Discover how patient-centered care and trust-building strategies taught at The Pankey Institute can transform your practice success. Visit their website for advanced educational courses and tailor your treatment approach with patient-centered dentistry techniques.
Photo by SHVETS production
