Mastering the Patient Experience: Communication, Difficult Conversations, Connection & Resilience in Dentistry

Module 1. New Patients in Your Dental Practice

This module focuses on effectively managing new patients, providing strategies to create a welcoming and informative experience that sets the foundation for strong, long-term relationships.

Lesson 1. New Patients in Your Dental Practice - New Patients in Your Dental Practice

Duration: 48 min · Presented by: Gary DeWood and Amy Morgan

Module 2. Difficult Conversations for the Front Office

Learn how to handle common challenges in the front office, including dealing with pricing objections, patient demands, and scheduling conflicts with professionalism and empathy.

• Lesson 1. Why is This so Expensive
• Lesson 2. Can I Talk to the Doctor
• Lesson 3. I Know I'm Late. Can You Still See Me

Duration: 46 min · Presented by: Kevin Kwiecien

Module 3. Difficult Conversations in the Operatory for the Dental Assistant

This module prepares dental assistants to navigate tough conversations in the operatory, including dealing with patient discomfort, treatment requests, and challenging questions about past dental experiences.

• Lesson 1. I Don't Want X-Rays
• Lesson 2. I Hate Impressions
• Lesson 3. Would You Do It
• Lesson 4. Can You Just Fix That Tooth
• Lesson 5. How Long Do You Guarantee Your Work
• Lesson 6. Why Didn't My Last Dentist....

Duration: 57 min · Presented by: Kevin Kwiecien

Module 4. Difficult Conversations in the Operatory for the Hygienist

This module focuses on common patient concerns that hygienists face, including requests for different types of cleaning, insurance questions, and addressing previous care issues.

• Lesson 1. Can I Just Have a Regular Cleaning This Time
• Lesson 2. My Insurance Doesn't Cover it
• Lesson 3. Why Didn't The Last Hygienist Tell Me I Have Gum Disease

Duration: 34 min · Presented by: Kevin Kwiecien

Module 5. Some more questions

This short module covers common quick questions and scenarios that arise in patient interactions, offering strategies for addressing concerns concisely and effectively.

• Lesson 1. Give Me (blank) or I Will Put a Bad Review on Yelp
• Lesson 2. How Much Is an Implant (or Any Procedure)
• Lesson 3. I Don't Want To Schedule Now - I Will Call You for My Next Hygiene Appointment
• Lesson 4. Will My Insurance Cover This

Duration: 2 min · Presented by: Amy Morgan

Module 6. The Impact of Consistent Patient Follow-Up

Learn how consistent follow-up with patients can lead to better treatment adherence, improved patient satisfaction, and long-term success for your practice.

Lesson 1. The Impact of Consistent Patient Follow-Up

Duration: 55 min · Presented by: Adam McWethy

Module 7. Resilience & Thriving The Secret Power of Stress

This final module explores the concept of resilience in dentistry, teaching how to transform stress into a powerful tool for personal and professional growth.

Lesson 1. Resilience & Thriving The Secret Power of Stress

Duration: 52 min