Tough Questions, Great Answers: Responding To Patient Concerns About Today's Dentistry / Edition 1

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Overview

Tough Questions, Great Answers offers specific guidance for responding to difficult patient questions, such as: How do you set your fees? Do you guarantee your work? Do you treat AIDS patients? How long can this treatment wait? Robin Wright describes how to turn a challenging conversation into a chance to build patient satisfaction with your dental practice. Based on research with U.S. dental professionals, this book gives great answers to nearly one hundred of the most common questions patients have. An excellent resource for the whole dental team.

The book contains black-and-white illustrations.

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Editorial Reviews

Christian J. Luzar
The book is primarily about communication in the dental office. It provides communication techniques and specific answers with explanations to frequently asked questions. The purpose is to provide communication techniques necessary to running a successful private practice. It provides insight into commonly asked questions and provides answers that place the practice in the most positive light. A patient's satisfaction with the practice depends as much on successful communication as it does on the quality of the work being provided. The book is written for dentists in private practice, although it could also be useful for teaching communication skills to students. The book would also be useful for training all office personal involved in patient contact. The author is unknown to me, but the content of the book speaks volumes about her experience. The book is thoughtfully divided and easy to read. The references appear to be current and concurrent with today's practice management techniques. The book is well written and convenient summaries, and charts are provided to emphasize important points. I found the book enticing and interesting. It summarizes much of my practice seminar experience. As a specialist concerned with running a quality care practice, I will use this book and make it available to my staff. Patients cannot readily judge the quality of my work, so the impression that often sticks has to do with how well the office is run.
From The Critics
Reviewer:Christian J. Luzar, DMD (University of Chicago Medical Center)
Description:The book is primarily about communication in the dental office. It provides communication techniques and specific answers with explanations to frequently asked questions.
Purpose:The purpose is to provide communication techniques necessary to running a successful private practice. It provides insight into commonly asked questions and provides answers that place the practice in the most positive light. A patient's satisfaction with the practice depends as much on successful communication as it does on the quality of the work being provided.
Audience:The book is written for dentists in private practice, although it could also be useful for teaching communication skills to students. The book would also be useful for training all office personal involved in patient contact. The author is unknown to me, but the content of the book speaks volumes about her experience.
Features:The book is thoughtfully divided and easy to read. The references appear to be current and concurrent with today's practice management techniques. The book is well written and convenient summaries, and charts are provided to emphasize important points.
Assessment:I found the book enticing and interesting. It summarizes much of my practice seminar experience. As a specialist concerned with running a quality care practice, I will use this book and make it available to my staff. Patients cannot readily judge the quality of my work, so the impression that often sticks has to do with how well the office is run.
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Product Details

  • ISBN-13: 9780867153200
  • Publisher: Quintessence
  • Publication date: 1/1/1997
  • Edition description: New Edition
  • Edition number: 1
  • Pages: 150
  • Sales rank: 1,036,265
  • Product dimensions: 8.00 (w) x 10.00 (h) x 0.50 (d)

Table of Contents

Acknowledgements
Special Note
Introduction 1
1 "What's Going On?" Encouraging Communication in Patient Interviews 13
2 "Do You Care?" Starting a Successful Answer 27
3 "Are You Any Good?" Building Trust in the Doctor's Skill and Judgment 35
4 "Am I Safe?" Reassuring Patients of Treatment Safety 55
5 "Is It Worth It?" Motivating Patients to Accept Treatment 79
6 "It Costs How Much?" Explaining Fees and Dental Benefits 109
7 "What's the Policy?" Protecting Patient Relationships in Reception 129
8 Communication Goals for the Dental Team 145
Index 149
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