Orthodontic practices are great at attracting new patients; often however, conversion rates are low. Here is my suggestion: clinicians and Treatment Coordinators rate yourselves on the following simple yet crucial points of the NP consultation and be honest with your answers!
Certainly, evaluating and improving the key points of the new patient consultation is a valuable approach to improving conversion rates in orthodontic practices.
“Encouraging clinicians and Treatment Coordinators to honestly evaluate their performance on these points can help identify areas for improvement“.
Here are some crucial points that clinicians and treatment coordinators can consider and evaluate:
- Communication Skills:
- How well did you establish rapport with the patient?
- Did you actively listen to the patient’s concerns and expectations?
- Were you able to effectively communicate complex orthodontic information in a clear and understandable manner?
- Understanding Patient Needs:
- Were you able to identify and address the specific orthodontic concerns or problems the patient is facing?
- Patient Records:
- Did you take photographs of the new patient ready to use in the consultation?
- Did you take a digital scan of their teeth ready to use in the consultation?
- Treatment Options:
- Did you present a range of suitable treatment options to the patient?
- Were you able to explain the pros and cons of each option, considering the patient’s individual needs?
- Financial Discussion:
- How well did you explain the cost of treatment and any available payment options?
- Were you transparent about any potential additional costs that might arise during the course of treatment?
- Did you break down any barriers concerning cost of treatment?
- Addressing Concerns:
- Were you proactive in addressing any concerns or questions the patient had?
- Did you offer solutions or alternatives to alleviate potential concerns?
- Getting Patient Commitment:
- Did you ask the patient if they are happy to proceed with treatment?
- If the patient said no, did you ask reasons for not going ahead and addressed the concerns they may have?
- Follow-Up and Patient Tracking Process:
- Did you add the patient onto the tracker regardless if they went ahead with treatment or not?
- Did you agree with the patient the follow-up process and schedule the next steps to do so?
- Do you make sure you keep your tracker up to date on a daily basis and use the data to understand your conversion rates and how best improve if necessary?
- Walkout Pack:
- Did you prepare a throrough walk out pack that covers treatment concerns, treatment options and detailed payment options?
- Does the scan and photos form part of the pack? If not, why not?
Encouraging clinicians and Treatment Coordinators to honestly evaluate their performance on these points can help identify areas for improvement. With monthly reports on the conversion rates using the patient tracker, regular training sessions, role-playing exercises, and feedback discussions among the team can further enhance the conversion rates and overall patient satisfaction in your orthodontic practice.
How I Can Help
If you need support increasing your conversion rates or implementing any of my recommendations, please book a call for an informal chat. I offer in-house or virtual consultancy and training, which can be tailored to suit your needs. Together, we can review your new patient journey and make changes to boost your conversion rates at every step.
