Tag Archives: preventivo

“No! It is too expensive!”
fear estimate blog bioservice matrix

An uneasiness shared by both the patient and the dentist: the fear for the estimate.
We could say that in reality the fear of one is poured on the other. If a professional is literally afraid to submit his or her estimate to the patient (the most frequent hesitation is to present excessively expensive fees), he or she will certainly be wrong about the ways and forms because an honest and justified expense cannot be ignored if the patient’s needs have been endorsed upstream.
The patient presents himself to the study with certain expectations and objectives to be achieved. Anyone who sits in the dentist’s office chair already knows how they want to get out, and anyone who requests a service has a clear idea of what they want for themselves. The patient imagines the final outcome and on the basis of the variables of the case (such as time of execution and financial availability) decides on the proposal of the professional whether to carry out the therapy through a complete and definitive rehabilitation or proceed step by step. What he is not aware of are probably the technical aspects of the therapy, the possible physiological limits related to his clinical case.
The good dentist will be able to guarantee, through the person of his team delegated to the preparation of estimates, an estimate that reflects and embraces in full the real needs of the patient, whether they are related to the most obvious request that is the treatment of the disease, the aesthetic factor and function, up to the inevitable limits dictated by economic expenditure (absolutely binding for the purpose of accepting the estimate).
The figure who deals with interfacing with the patient to discuss together the amount of the final expenditure is not insignificant, it allows to separate the medical profession of the Doctor, compared to the purely economic / accounting context and has the opportunity in the preliminary meetings to intercept the needs of the patient integrating them to a rough analysis (but still well-founded) about the status of the person in front of him, a necessary moment in which we try to frame the individual so that we can take the most correct way to explain, motivate and propose the estimate.
Once the urgency, the necessity, the projection into the future of the patient and his “economic availability” have been understood, the suitable ways of treatment with the relative timing are submitted, always keeping in mind that the medical services provided are aimed at restoring the well-being of the entire organism and are not limited to the treatment of the teeth. The restoration of function and aesthetics are the final and most “visible” part of a much more complex and complex therapy, the result of careful and meticulous clinical investigations to assess every aspect of health as a whole. Only thanks to a careful and complete diagnosis by the dentist is it possible to carry out a personalized therapy because each person is unique and as such must be treated and satisfied.
If we want to talk about the modus operandi, the professional should prefer a modular approach (various stages) rather than an overall one (everything and immediately). In recent years the doctor-patient relationship has changed, once the word of the doctor was incontrovertible and the patient trusted, or had to rely blindly on the hands of their trusted dentist. In today’s scenario, where information and competition have altered the parameters of choice, the far-sighted dentist must find a way to explain, convince and operate in all honesty and transparency. Each patient is unique and as such needs to be treated, the doctor must reason in a targeted manner, motivate one line rather than another, ensure the result by embracing the needs of the patient and then make them coincide with the economic availability.

With regard to financial management, one is led to think that the first and only parameter taken into account by the patient is the amount of the fee. In reality, it is only partially correct. Of course, the advertising that stands out on the windows of low-cost chains that promise low-cost performance attracts, but at the same time how can you promise a therapy, and a performance, without a proper diagnosis? Without having seen what clinical condition the patient is in? Without knowing exactly what his expectations are? Without these essential elements it becomes almost impossible to propose targeted, effective solutions, able to fully meet the patient’s expectations.
The dentist must be aware of the fact that the difference is not the estimate but the listening of the patient that leads to intercept the best and most suitable “care” according to expectations and possibilities. It is not certain that a patient does not accept an “important” estimate, perhaps deferred over time, by virtue of the predictable final yield, rather than an estimate “below cost” which in fact does not allow the patient to be treated in the best possible way.

Patient’s expectations
patient expectations blog bioservice matrix

Let’s go in the patient’s shoes… do they go wide or narrow?
Each company is committed to managing its work by focusing on the needs of its customers, in the same way the dentist must have at heart the expectations and needs of its patients.
We want to find answers to these seemingly trivial questions:
What do patients expect? Why should a patient choose a professional over another? What are the variables that determine preference?
We asked a sample of people with different ages, interests, needs, habits, jobs and lives directly to answer these simple questions regarding the choice of the dental office. The choices come from well-defined parameters. It will be interesting to compare the patient’s expectations with those of the Doctor by comparing them with the results of the survey. Specifically, the survey was conducted on a sample of 150 individuals (Italy, September 2018, sample varied in terms of age, average user from the economic point of view) involving all age groups: children under 12, children under 20, people under 45, over 45 and middle-aged over 65. The questions, being open-ended, required interpretation in order to manage the final data in calculable percentages.
In general, this type of trend and preference emerged:
Care for the environment and hospitality
With a percentage of 90%, respondents expressed this basic need. The children have underlined the need to enter dental surgeries as little as possible aseptic, with dedicated areas and smiling staff. In order to avoid the white hospital gown, colours would be fundamental in order to brighten up the context, making it “less medical and more playful”. On the other hand, the rest of the interviewees, also raising the age range, show the same need that is to be welcomed in an environment that is able to infuse as much as possible serenity, familiarity and positivity through colours, furnishings, cleanliness and corners recreation / recreation.
360° information
With a percentage of 85%, the request for information is overwhelming. The remaining percentage includes almost exclusively the “under 12” bracket, which is directed by close relatives for the choice of the attending physician and which trusts the information in the possession of their relatives. From the adolescent age group, gradually growing with the age of the interviewed, the desire is to have useful information about the study, treatment, types of interventions; first of all, patients admit to check the presence in the waiting room of the information material (transfer of valuable content) and then ask the team itself the ability to communicate and give explanations and comprehensive guidance. Information on site and online through an updated and functional website where you can find most of the information. The demand for modernity and avant-garde involves all age groups.
Clarity on estimates and costs
Most of the respondents (65%) are convinced that the cost is a relative problem for the pockets, also considers fundamental the explanation of the various items that make up the estimate explained from the point of view of the treatment even before the price. The widespread need is to find the right professionals who know how to recommend the best intervention, in the time and number of essential sessions (widespread fear is that of optional treatments that only inflate the fee). Patients also need to be able to defer payment, so as to embrace full treatments divided into several steps with payment in instalments.
Excluding the children who have strictly highlighted the playful part of the pre-visit, the rest of the respondents (70%) said that the choice of dentist also depends and above all on this type of factor that embraces both the willingness to fix the visits, check-ups, interventions in days near the call or in accordance with the needs of the patient and the convenience of the location of the office; the proximity to free parking, to service centres, to quiet areas that are easy to reach and leave without further costs in economic terms and in terms of time in the event of reaching areas with limited or congested traffic.
What others think
Almost all the interviewees showed that the choice of the dentist is determined by the word-of-mouth factor (90%), coming from the opinions of friends and acquaintances (judgement taken into consideration) as well as from the web in which they pull up the reviews left by patients (monitoring especially by young people under 45). It would be appropriate for the dentist to have a clear idea about the widespread idea of his practice, especially the online reputation that spreads in a viral way. Thanks to the virtual presence (social, website, familiarity with various platforms) the doctor will be able to monitor and act on his image to improve and propagate it (by advertising). And this is how the patient himself requires the presence of the dentist on the web to be able to quickly compare his profile with that of other colleagues and draw his own (partial) conclusions.
The statistics have shown that those interested want to be informed and comfortable.