Introduction to the Doctor

Once the FMX for a comprehensive exam patient or the PA for the emergency patient has been taken, and the back office team member has had sufficient time to get to know the patient, the doctor should be called into the treatment room.

Prior to entering the treatment room, there should be a “hallway briefing,” between the back office team member and the doctor. During this briefing, the back office team member should inform the doctor of the patient’s chief complaint or reason for visiting the office, any significant medical history, and something personal about the patient.

The briefing – Example

Back Office Team Member:  Doctor, in room #2, we have Mary Jones. Mrs. Jones is 67 years old. She is a new patient who is here for a comprehensive exam. She has no significant medical history. I have taken an FMX and she is ready for an exam. Mary just returned from an Alaskan cruise.

Introduction to the patient

Back Office Team Member: Thank you for your patience. Mrs. Jones this is (Dr.’s name.) (Dr.’s name) this is Mrs. Jones.

Note:

Since the back office assistant has established rapport with the patient, it is appropriate that he/she formally introduce the doctor. It’s always best to try to initiate a conversation between the doctor and the patient with a non-dental subject prior to diving into the exam. The back office team member can facilitate and move along the conversation by telling the doctor a bit about the patient in the presence of the patient. This serves two purposes:

1. Demonstrates that the back office team member was genuinely listening to the patient, which further builds rapport.
2. Gives the doctor the abbreviated version of the “Yellow Sheet” and provides a good foundation for relationship building and trust.

Here are some tips for the doctor’s initial conversation with the patient.

1. Follow the back office assistant’s cues in the hallway briefing and in the treatment room. Always try to make conversation regarding a non-dental subject prior to getting into the dental portion of the visit.
2. Try to turn the focus of the conversation back to the patient. Remember, the fastest way to build rapport is to listen and allow them to talk about themselves.
3. When presenting large treatment plans, always emphasize that the plan can be tackled in stages and in order of priority. A large treatment plan is almost always overwhelming to the patient may scare them away if not presented with tact. Work with the patient to overcome ”sticker shock” by chunking the treatment plan down to manageable stages.