#1,002: This Is How You Stop Over-Complicating Case Acceptance

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9d ago 27:13

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Tiff and Britt explain the right way to achieve case acceptance — without over-complicating or over-simplifying. Getting this down will increase trust among team members and help keep your schedules on track.

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Transcript:

The Dental A Team (00:01)

Hello, Dental A Team listeners. I am so excited to be here today. I have Miss Brittany Stone. I pull her in every now and again as often as I can to do recordings with me. And I love, love, love nothing more than having Britt here. I love having all of the consultants in a rotation, but Britt is, you know, a special OG podcaster.

She has been with me since the beginning of time on these podcasts, it feels like. So, Britt, thank you so much for being here today. How are you? It is a beautiful Monday morning for us. I'm actually a little warm. It's getting hotter in Phoenix again, but Britt, how are you today?

Britt (00:40)

I'm doing good. I mean, it's the time of year where shade is beautiful, right? Like it makes a big difference. And right now in the shade, it is still very nice. It's just the direct sunlight that's a little bit warmer. So it is a gorgeous day outside and I will still definitely go get out on a ride later today. So but happy to be here. It's always fun. I feel like we said it before like these are times like geek out together. So it's like hangout time, but we get everybody else to come along with us and listen to the fun things we chat

The Dental A Team (00:43)

Yes.

fair.

That's so true. I do love bringing them on rides. I always make Dana talk about like workout apparel and have something for me to do.

Britt (01:12)

Dana's like the

deaf queen. need something like Dana's got whatever it is that you need.

The Dental A Team (01:20)

know,

I know I love it. So I just pick and choose like what do I need from who's on who's on with me today and what can I gather from them and you are my outdoors like Dana's outdoors too, but she's my apparel and my protein. You're my like outdoors you're doing Grand Canyon this weekend, I was supposed to be doing it next weekend. I don't think I am but you are doing it Friday. So in just a couple days, are you prepped and ready? I don't know that there's every day that anyone says yes, I'm ready. But are you prepped and ready?

for the Grand Canyon Rim to Rim, guys. She is hiking from one rim of the canyon to the other rim of the canyon. It's a big deal.

Britt (01:54)

in one day.

yeah, it's four days away and I'm as ready as I'm gonna be. Like at this point, like let's go.

The Dental A Team (02:01)

Yeah.

I agree. agree. I'm near doing it in one day, which we had planned on doing as well. I was calculating the other day based on like how our hike was going what I felt like our timing was going to be. And I calculated with the addition of the extra like two ish miles because the bridge is closed. ⁓ I was thinking like a good 20 minute a mile pace obviously would get you to like 10 hours but then that's no breaks. That's a freaking hauling pace.

Britt (02:20)

Correct?

The Dental A Team (02:31)

So I thought for us it was gonna probably be like 12 to 13 hours. Is that what you're thinking? Yeah.

Britt (02:37)

Yeah, and I have to remind myself, like it's one of those things. I'm a power through girly for most things, but this is a marathon, not a sprint. And so from things I've read, they're like, take a break every hour, eat something every hour, make sure you're hydrating. So I'm gonna try to do that. And they say, get down the canyon in the first like third of whatever time you're planning and it's gonna take you like double that time to get out. So that's fun.

The Dental A Team (03:05)

good. Good. That's what I was thinking too. Like, take your time. That's what we were saying when we checked our pace, did like almost we did nine and a half, 10 miles, and kept like a 20 to 25 minute pace and it was fine. But it was like, that's a third of what we are going to be doing. so making sure that was to get down. So that was, you know, get down in that amount of time.

Britt (03:08)

Yeah.

The Dental A Team (03:26)

But I'm excited for you. can't wait to hear about it. You're to have to post pictures, send them to our marketing team so that we can see a Duna-Lay team out on the rim to rim. It's something that our team has been actually talking about for a couple of years now. So Britt's going to be the first one to overcome that bucket list item for us and test it out. So she's our test queen.

Britt (03:44)

We'll see if

I go do it with you again when someone else wants to go do it or if it's like, I did that once, I'm good.

The Dental A Team (03:51)

Yeah, yeah, well, hopefully it's I'll do it with you again, because

it sounds like my Grand Canyon partner is you know, he's younger than me, but he's an old man and is falling apart. So he may not be able to do it. So you might have to do it with me later. So you just keep me posted. That's true. That's true. That's true.

Britt (04:04)

You and I can do it, and Damon will crush us all. We know this, but we can always go and do it. So yes, I will

keep you posted. I will take pictures. I know no matter what, it'll be gorgeous, and that's what it's all about.

The Dental A Team (04:15)

Yeah, good. I'm excited for it. And I just, I'm so impressed. So super cool. I can't wait to see pictures and everyone who's listening, you're welcome for the adventure there and keep your eyes peeled. If you don't know what the Grand Canyon Rim to Rim is, go look it up because you need to understand what she's doing. It's a big deal. ⁓ and Erin, it's a fee. And Erin keeps reminding me because, and I grew up in Arizona. And so I think that we've talked about this before. We think like,

Britt (04:34)

It's a scene.

The Dental A Team (04:43)

to the Grand Canyon. It's a giant hole in the ground. It's been there forever. I grew up here. It's not a big deal. And Aaron's like from Oregon. He's like, it's a one like it's one of the wonders of the world. And so we definitely take it for granted. So I'm sure a lot of listeners here like you guys are crazy, which actually that I was talking to him about this on Saturday while we were hiking and I'm like, gosh, I know I take this for granted. But I said, you know what, actually, it's kind of like in dentistry, when we're diagnosing and we're just like, you need this and we're using all this terminology that

us is so like second nature. It's so just ingrained in us and it makes sense. But to the other people, it doesn't. And I correlated that thought process of like, for me, the Grand Canyon is something that has and will always be there. And it's just like a part of my life. I take it for granted because I grew up in Arizona. I'm like, I've never even really spent time there because I'm like, Matt's there. I'll do it someday.

Britt (05:38)

I've it. I've seen it.

The Dental A Team (05:40)

And he's like, people come from out of the country to see the Grand Canyon. To me, that's freaking wild. But that's the difference, right? In communication, even, and understanding. And I think it flows that idea, that mindset of like, what are we taking for granted? What are we skimming past because it's natural for us or it's always there. And I think we skim past a lot of times, relationship building or ⁓

focusing on like the problem when we're treatment planning and jumping to the just the solution and speaking in words and terminology maybe that people don't necessarily like relate to and that relating piece is massive and it's kind of that same we all have spaces of life that we just take for granted and we skim past like the Grand Canyon and 7th wonder of the freaking world right it's that communication space and I think ⁓ on this Grand Canyon topic here

Britt (06:29)

you

The Dental A Team (06:36)

your case acceptance directly correlates. And I'm sure Erin was like, this is super cool. We're talking dentistry on our hike. I'm talking about the grand canyon. But it's so true. And Brett, have you seen that? I know you consult a lot of practices too. And have you seen that too, where it's like, gosh, we're just, and you've been a hygienist actually, right? So just speaking to the like solution, like, you need a crown, you need a bridge, you need an implant, you need full mouth reconstruction. And patients are like glazed over like, cool, really, really

Britt (06:42)

Yeah.

The Dental A Team (07:05)

diving into that, Britt, what have you seen within that and how do we get back to like basics on how to simplify case acceptance increasing because we do overcomplicate it in my opinion.

Britt (07:18)

I agree, we overcomplicate it, but we also oversimplify at the same time. I think when it comes to talking to patients about things, because these are things that are, we don't even have to think about them. We are around all day long, this is what we're trained to do, so identifying it, knowing it's important, they're just things that come so easy to us, kind of like the Grand Canyon thing that I'm like, yeah, I've seen it a couple times, but you know, it's fine. ⁓

The Dental A Team (07:23)

Yeah.

there.

Britt (07:46)

But with patients, think often what we'll do is we will like gloss over parts of it to where, and we think that we can say like a couple words and like, you need this. And they're going to be like, yeah, absolutely. I need that. And they're going to make sure it gets done because in our brain it makes complete sense that that's what needs to happen. And I like to try to remind people when it comes to how we present treatment.

ultimately getting patients to the point of doing their treatment. Like that is truly where we are playing the advocate for that patient. And so in it, like, yes, it'll be thrown around that it sells all of these different things, but really it's how can I explain it in a way to where that patient one understands what's needed, what the problem is, what will happen if they don't do anything and how we can get that thing done.

And my job is to help to make that as simple, as clear as possible to where they understand it and they get that treatment done instead of sometimes just short-changing pieces of it to where they don't really understand and they're saying no. And I'm like, well, it's their choice. And I'm like, but did I really explain it to where they understand what choice they're making?

The Dental A Team (08:58)

Yeah, that's a really good point. I like how you said that like over complicating, but oversimplifying because there's that middle ground, right of like, walking, we're going too fast. And so we exhaust ourselves halfway through the Grand Canyon hike or we're going too slow. And now it's night when we're getting out and that's scary. So it's like finding that middle ground of pace to make the perfect run to run hike, I think it was actually perfect. had a client call last week that they were like,

And this I think is super common. We've heard this a million times, right? Like he's taking too long in the exams. He's explaining everything, right? It's like, okay, are they a details person? Are they a bullet point person? Really being able to gauge the human that you're talking to, the patient in the chair and getting some of that information. you mentioned like making sure the team is supporting the doctor. And I, when I speak to doctors in relation like this, I really like to call them the support team.

And I know everybody calls them like employees or my employees or they're my staff or they're my team. And if you attach that support team to it, like they're really here to support you. So having them help to prep the patient. So handoffs are essential and making sure like, ⁓ they know they bring led to the fact that there's potentially something going on here. So that's that co-diagnosis space, right? Which I think is a hard word to understand because the word diagnosis is in there and you're not actually diagnosing. You're just like,

leading them down a path that there may be a diagnosis, I think it gets a little confusing.

Britt (10:27)

diagnose, preheat, whatever term that you want to use, I'll tell you my view in my hygiene brain and I think, again as an assistant, you should think the same way. If I'm sitting there complaining about how long an exam is taking and it's not because the doctor is talking about personal stuff and chit chatting with this patient on the personal side of things, I didn't do my job well.

The Dental A Team (10:29)

3D.

Yes.

Britt (10:53)

Because if I did my job well, I would have already talked about most of those things to that patient, to where the doctor doesn't have to have that full conversation. I can recap it, say, hey, here's what's going on. Here's what I see. Here's what we talked about. We want to make sure you take a look at it, doc, to see what's needed and confirm, you know, if there's anything that's needed there. Cause then I, I've cut down 90 % of that conversation for them. And I like to be on time. I think most hygienists like to be on time.

One of the things that I loved about being a hygienist is like, I'm running my column. Like that's part of the beauty is that I have a lot of control over how that day runs. It's just my exam part. And I have a lot of control over how that exam goes if I prep.

The Dental A Team (11:37)

100 % agree. I had a client two weeks ago, speaking with a doctor because their team was like, Tiff, like, I can't get him into these other appointments. And these are running long and blah, blah, blah. So I go into the call thinking like, all right, I got to get this doctor in shape. Like, what is what is he doing that's holding them back from being on time in these other areas? And what it came down to realistically was the inconsistency in the information.

from the support team going to the doctors and the inconsistency in having a support team in the room with the doctor. And so when I go in like, okay, you gotta cut down exams. And he is like, well, that's cool. But like, it's so inconsistent. That makes me think, right? So you're saying pass off that information, gather the information, pass it off. I hated nothing more as a dental assistant than to be gathering the information and then it not being used.

And you know, that's still to this day. If I make something, if I create something, if I get the information and the data and then it's not, it's overlooked, it's not used, or I'm asked to create it again, I will freak out. It's just, it's just who I am as a human and Brit does really well with me. ⁓ but this team specifically, right. was intermittently, like sometimes they had it, sometimes they passed it off. Sometimes they did it. Sometimes they were in the room with him to anesthetize.

So they were giving a handoff like sometimes they weren't. So then what happens is you're training that doctor to not trust that the information's going to be there. So the team is upset and they're like, well, it's like he asks the questions as if we didn't do it correctly. And I said, whoa, whoa, whoa, I think he's asking the questions because he's not always trusting that it was done.

And now his routine is to just do it, whether you've done it or not. So to the support team and to the doctors who need to train their support team, train that consistency. And the inconsistency of it is what will break it apart. Your exams will go long and truth be told, your case acceptance decreases. The trust that you guys have, chair side, the communication and the relationship that you and your support team have, it builds the trust for the patient. They can feel it.

And when you pass off that information correctly, when you preheat the patient, you pass it off, you guys are in communication, you're in communication with the patient, the patient is like, this is fantastic, like this is going to save my tooth, this is going to get rid of this problem because we're speaking to the problem, the solution and the consequence, right? So what's the problem that we're fixing? And when we're all speaking that same language around the same thing, the patients are like, this is fantastic.

I do need this fixed and your case acceptance will increase. But if you doctors are carrying all the load or if hygienists are carrying the load and the doctors are like, cool story bro, whatever, we're not sharing it, right? We're not sharing the support there. Your case acceptance won't be as high as if those other pieces are in place. So, Brett, I think one of the pieces, speaking to the team that is inconsistent and speaking to the doctor, you pulled out one of my favorite words, control.

Britt (14:45)

Hahaha

The Dental A Team (14:45)

And I

like to speak to teams and doctors of like, yes, that's a problem. What is, what aspect of control do you have to fix that problem? Cause what happens is in human life in general, we get wrapped up in the problem and we're like, hands in the air. Like I didn't do it. That's on you. And we wait for someone else to fix it. But the reality is we do have some control over it. So doctors creating and forming those habits coming in and being like, Hey, what you got for me?

Instead of barreling in and being like, how's that tooth feeling? Let's look at your x-rays. Your consistency and your habit you form is to come into a room and acknowledge the team first, patient after.

Britt (15:29)

love that you brought up consistency, right? And when I'm consistent, right? We're humans of pattern, right? Like we like habits, we like to follow the same pattern. So agree, that's when I am a consistent human and doing things the same way. Then kind of like the control piece, I'm like, then I have more control if I'm consistent that I know that that other person is usually going to follow along for the

part and maybe we've got to have a conversation to clear something up but if they know what they can expect of me and I'm gonna show up for them every single time then it makes life a lot easier and so I think of it that way too like when I'm doing exams with doctors right usually if a doctor is gonna repeat everything I already talked about it's because I didn't hop in soon enough and give them enough of a like rundown of what we already had a conversation about so that's me so if they start doing that then that's a me problem okay I need to

hop in soon enough and make sure I give them a good enough recap of what we've already talked about so they don't need to repeat that conversation. I will tell you guys, doctors, you might have a hard time letting go of these things, but team members, ultimately doctors want to let go of these things and they want you to step up so they can and everything's gonna run much more efficiently when we can do that is when team members are able to take care of as much as they possibly can.

make your doctor's life as easy as possible by teeing them up and making I love it because I'm like, if I am on point in my communication, that doctor is just going to follow me. Even if I don't know that doctor very well, like I could, I've temped in offices before I could go temp in an office. And if I follow the same way I do it every single time, because it leads them right into what's next and what's needed. And then I happen to do my part and they finish it off. I guarantee you within a day of working with a brand new doctor.

I can have them in a flow of how I'm running hands down because I'm doing my part consistently.

The Dental A Team (17:30)

Agreed. I totally agree. I've done it. I've done the same thing. I've come as a dental assistant for an office and the doctor was like, this is amazing. I was like, I can't have it any other way because then I don't have control over the timing of the appointment and I'm responsible for your schedule being on time. And so if I allow you the control, you have no idea what time it is, you have no idea what's coming after this appointment. I do I have that information. And I'm responsible. People are going to come to me, right? That's what

this doctor was like, the assistants and the assistants like, well, the doctor and I'm like, well, it's the assistants like assistants, your goal, your job is to ensure that we're running on time and that the doctor has everything that they need. Now doctors, that doesn't mean you get to chat all day and blame it on the assistants. means you've got to follow their lead and you've got to train your assistants in what that needs to look like. And then your assistants train you and how they're going to do it. So you've to find a really great assistant or train a really great assistant to understand that and get it.

They're out there and they're freaking amazing. But the biggest piece there I think to speak to right is the control factor. What can you what aspect of control in this problem do you have? And if the problem is, is your case acceptance is not high enough. It's not always more calls you guys, it might be. But my goal as a treatment coordinator is that I don't have calls to make. So if there are a lot of calls to make, I usually tell practices if you've got a ton of money and outstanding treatment,

That's not actually your issue. Your issue is why aren't they accepting treatment planning? Why are they going on to a list to be called? So if you're like hammering calls, hammering calls, hammering calls, and that's the only thing you're focusing on, you're missing a huge aspect of case acceptance because there's a piece there that's not being hit on. And typically it's like that tit for tat space of like, well, he did this or she did this or hygienist did this, dental assistants aren't stepping up. Like, wait, how can I?

control the narrative and build a habit, form a habit out of this. So how can I get the support from my team? That comes down to I think, Britt, you nailed this of like, what do you want? So doctors, a limited exam, this is the one that gets the most wild because it could be anything. We don't know what the patient's coming in for. What are the three to five things, things of information, pieces of information that you want for every limited exam, right? Are they taking any medication?

Is the medication helping on a scale of one to 10? What does the pain feel like? When did it start? What have you done to try to help it so far? And then caveat, if it's a patient of record, did we diagnose something there, right? So like those are, that's the same thing for all exams. How can my team preheat my patient and support me in that? And then speaking to the problem, going back to the Grand Canyon, you know,

Britt (20:08)

I'm sorry.

The Dental A Team (20:23)

purse piece there, excuse me, the Grand Canyon piece there is how can we make sure that we're finding that perfect piece and we're not giving too much information overwhelming them and confusing them, but we're not oversimplifying where it's like, you need a phrenectomy and a triple crown and whatever, like these crazy words that they're just like glazed over, yeah, okay, and then we're wondering why they didn't accept, you gotta find that perfect piece in the middle.

Britt (20:40)

Yes.

The Dental A Team (20:49)

your support team, I think can help find that too. Because Britt, I'm sure there have been plenty of times where you're like, hey, this guy is like an in and out, like he just wants the information and then he'll ask questions. But then you probably had the ones too, where it's like, they want all the details. I've given them a ton. And we're going to pass it off because those ones, right, are the ones that get pretty lengthy.

Britt (21:09)

Yeah, and I know right in my personality, I am a detailed person. I like to understand all the things, but that is not everyone. And so surely I need to be aware of that. And then yes, I've got whatever you guys want in your process, right of how we talk about things when we follow the same process, we speak the same language, right? It makes everybody's life a lot easier and it makes us come across also more confident and polished to those patients so that they

understand, believe in, are ready to do the treatment that they need to take care of their oral health. But I think along with that is making sure that we are able to, ⁓ I don't know, just have it be really nice and smooth for that patient and be on point and adjust when needed for personality, right? So like I can identify and see pretty quickly someone who loves the details or I'm like, great, I'm gonna

I'm gonna make sure I give them the why. I still don't wanna spend waste time on unnecessary details, right? But I'm gonna make sure I give them the why. And you're right, my deep personalities, I mean, you guys, worked in Arlington, Virginia for how long? It is a big city and they are movers and shakers and you wanna talk about a straight personality, they've got them. So I'm like, I need to not make this person super annoyed by me. Here's the nuts and bolts. What questions do you have? Doctor will come in and let you know. Like keep it nice and simple.

The Dental A Team (22:33)

Yeah.

Yeah, yeah, I agree. think ⁓ these are all great points. I love everything you said, Britt, and coming from a hygienist mindset is perfect because that's doctors like that's what you need. You need a hygienist that's thinking that way too. Like, what does this patient need? How can I help the doctor to be successful in this exam and get that doctor going because a hygienist job, is patient care, education, and keeping on a schedule. And the control factor

a lot of hygienists will throw their hands in the air and be like, you know, I'm late again. Yeah, I'm late, but it's because well, how did how could I have adjusted what I did to ensure that we stayed on time so that that didn't happen? So I totally agree.

Britt (23:14)

Yeah, that's where

yeah, guide them you guys at if a doctor feels supported, right, and they feel like you've got it handled to where they can follow your lead for hygienist and assistance. They will do it like again, they they're watching how many columns and you're in charge of one or two, right? So like they've got a lot going on in their head if they can trust that their team is there to take care of them and guide them to the right thing in conversation and

assistance, a great assistant tells the doctor where to go and where they need to be right now. It makes everybody's life a lot easier, most importantly, doctor. And doctor, if your team is not doing that, I would say look at do they know what the expectation is? Do they know what they can do? And then are you allowing them to do it?

The Dental A Team (24:03)

Yeah, I think that's a great those are your great action items right there. Like what do want this to look like? Are you allowing them to do that? And what can you do to build those habits between yourself and the team to get those pieces going? So problem solution consequence always you guys that's easy. We all know that make sure you're speaking to the problem more than the solution. And getting that solidified. Make sure that those handoffs are there and that you guys are you guys are getting the information that you want. If you're not then ask for it just build them a template of what

Britt (24:06)

you

The Dental A Team (24:32)

information you want to get and then make sure that you're using it. You're taking it right. You're not just barreling in and the the team should know like hey grab the doctor's attention right away an introduction allowing for an introduction and the team needing to do an introduction will help save that every single time. So I love this Brett. Thank you. Thank you for doing the Grand Canyon first that you can let us know what it's like. I appreciate you.

Britt (24:55)

I'll film.

The Dental A Team (24:57)

I appreciate your input on this. You guys go increase your case acceptance. Again, if you're making massive amounts of calls, outgoing calls, try to fill a schedule and try to get the case acceptance, that means something internal prior to the patient's leaving is not working. There's a system, there's a step there that's not being dialed in. So look at the internal systems. Definitely always making calls, never forgetting about that, but the ultimate goal is that there's not calls to make.

Go get higher case acceptance. Britt, thank you so much for being here with me today. I hope you guys enjoyed this content. Listen back, take notes, do whatever you need to do. And as always, message us at [email protected] for any questions, any resources. We are here to help you and go have a killer rest of your day.

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