management
THE DENTAL TEAM
DIFFERENCE MAKERS DURING COVID-19
by Cathy Jameson , PhD
According to John Hancock Retirement Services , before the Covid-19 pandemic , approximately 11 % of people stated that they were experiencing high levels of financial stress . Now , the same organization finds that 27 % of the population says that they are experiencing financial stress . A recent survey released by Denver-based National Endowment for Financial Education ® ( NEFE ® ), shows that nearly nine in 10 ( 88 percent ) Americans say the COVID-19 crisis is causing stress on their personal finances .
Will the issue of financial stress impact your patients and their ability — or willingness to pay for dental care ? Possibly . Unless you and your team are well-prepared to listen to their concerns empathetically and to handle their very real objections with grace and professionalism , you may see patient ’ s delaying treatment or not coming to the practice at all . According to the ADA , of the patients who regularly see their dentist , approximately 25 % are not doing so .
MAKE A DIFFERENCE
As a dental professional , you have an opportunity to make a difference during this pandemic in many ways . You can help save lives . Studies throughout the U . S . and the world are showing the relationship between oral health , the immune system , and the ability to fight the SARS-CoV-2 virus . Here is a quote from Karen Davis , RDH , well-known speaker in the dental profession :
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Individuals with preexisting conditions , including periodontal disease , may be at increased risk of developing superinfections should they acquire the SARS-CoV-2 virus .
She continues , “ Emerging evidence suggests that particular periodontal pathogens may contribute to an overabundance of pathogens circulating systemically in those with severe Covid-19 infections , contributing to a superinfection and subsequent serious outcome . While more scientific evidence is needed , it does remind us that optimal oral hygiene and maintaining routine preventive dental care have never been more important .” Her entire article is in RDH magazine ’ s October 2020 issue .
So , the last thing any of us want is for a patient to put off necessary care and regular appointments for oral hygiene because of financial concerns and financial stress . No one needs any more stress !
MAKE FINANCING COMFORTABLE
If a person comes to you on any given day — they want or need something or they wouldn ’ t be there . Hopefully your patient education has been clear , regular , and motivational . Patients may understand the need for treatment , but with today ’ s pandemic situation , financial stress is real . Financing of their dental care can be a concern — an objection .
However , is there an effective way to handle and overcome normal objections ? Yes . Maybe not all of them , but many .
First , establish the patient ’ s goals and their perceived needs — or their “ why ”. What brought them there ? What do they want ? Whether you are presenting treatment at that time , at a consultation , or virtually , present using visual aids and help the patient see the value and benefits of your proposal . Then , ask questions to identify any objections . Look at an objection in a new light — not as a barrier but as a gift .
28 NORTH TEXAS DENTISTRY | www . northtexasdentistry . com