Case Acceptance – A Team Effort
Grant Diggles February 10, 2025
Successful case acceptance is not just about the dentist—it requires a team-wide, consistent, and patient-focused approach. Every team member, from the front desk to the hygienist, must use similar language, reinforce key messages, and work together to educate and guide the patient toward accepting treatment. Below are strategies to unify your team’s communication and improve patient case acceptance.
1. Establish a Unified Case Presentation Language
Why?
Patients need consistent messaging from everyone they interact with in the office. Mixed messages or unclear explanations lead to confusion and lower trust.
How to Implement:
✅ Create “Key Phrases” for Common Diagnoses – Ensure all team members use the same terminology when discussing:
• Cavities: “A cavity is like a small infection in your tooth. If we don’t treat it, it will grow and cause pain.”
• Clear Aligners: “Straight teeth aren’t just cosmetic; they improve your bite, prevent jaw pain, and make cleaning easier.”
• Crowns: “A crown is like a helmet for your tooth. It keeps it strong and prevents breakage.”
✅ Roleplay with the Team – Have staff practice case presentation together so they all explain conditions in the same way.
✅ Use Visual Aids – Equip every staff member with before-and-after images, digital scans, and patient-friendly brochures to support their explanations.
2. Use a Hand-Off System to Reinforce Treatment Needs
Why?
Patients feel more confident about treatment when they hear the same message from multiple sources.
How to Implement:
✅ Front Desk → Hygienist: “Mrs. Smith is due for her six-month cleaning, and Dr. Johnson will be checking that cracked filling we noted last time.”
✅ Hygienist → Dentist: “Dr. Johnson, during Mrs. Smith’s cleaning, I noticed increased wear on her molars. She mentioned she’s been grinding at night.”
✅ Dentist → Treatment Coordinator: “Mrs. Smith has significant wear from grinding. A night guard will help protect her teeth and prevent future damage.”
✅ Treatment Coordinator → Front Desk: “Mrs. Smith has decided to move forward with the night guard. We’ll schedule impressions next week.”
📌 Pro Tip: The more times a patient hears a treatment recommendation, the more likely they are to accept it.
3. Leverage Technology for Education & Persuasion
Why?
Patients trust what they can see more than what they’re told.
How to Implement:
✅ Intraoral Cameras & Digital Scanners (iTero, 3Shape) – Show patients real-time images of their teeth so they can visualize decay, cracks, or alignment issues.
✅ AI-Driven Imaging (Pearl AI, Overjet) – Use AI tools that highlight decay and misalignment for better patient understanding.
✅ Smile Simulations (SmileView, DSD) – Let patients see how their smile could look after treatment (especially for Invisalign and veneers).
📌 Pro Tip: Instead of saying, “You have a cracked tooth,” show them a high-definition scan so they see the issue firsthand.
4. The Hygienist’s Role in Soft Case Presentation
Why?
Patients often trust their hygienist more than the doctor because they spend more time with them.
How to Implement:
✅ Have hygienists introduce treatment concepts before the dentist arrives.
•Example: “I see some wear on your molars—Dr. Johnson might recommend a night guard to protect your teeth.”
✅ Teach hygienists to use motivational interviewing:
•Instead of: “You need a deep cleaning.”
•Say: “Your gums are a little inflamed, which can lead to bigger problems. A deep cleaning would stop this early.”
📌 Pro Tip: Patients often mentally agree to treatment before the dentist even confirms the diagnosis—if the hygienist plants the seed.
5. The Treatment Coordinator’s Role in Closing the Case
Why?
Patients hesitate to accept treatment due to cost, time, and fear. The treatment coordinator must remove objections and create urgency.
How to Implement:
✅ Reiterate the Doctor’s Recommendation – Use positive reinforcement:
•“Dr. Johnson recommends a crown because it will prevent future fractures and avoid a root canal.”
✅ Offer Financial Solutions – Always provide:
• Insurance verification & estimates upfront.
•Flexible payment plans (CareCredit, Sunbit, or in-house financing).
•Membership plans for uninsured patients.
✅ Create Urgency Without Pressure – Instead of “Schedule now, or it’ll get worse,” say:
•“If we take care of this now, we can prevent future pain and more costly treatment.”
📌 Pro Tip: Patients are more likely to schedule if they leave the office with a treatment date set.
6. Front Desk Follow-Up Strategy
Why?
Most treatment plan objections come after the patient leaves the office.
How to Implement:
✅ Call or Text Within 24-48 Hours:
•“Hi [Patient Name], we wanted to check if you had any questions about the treatment we discussed. We’re happy to help!”
✅ Email a Summary of the Treatment Plan – Include:
• Images from their scan
•Financing options
•FAQ about the procedure
✅ Schedule a Follow-Up Call for Unsure Patients – Some patients just need a few days to think.
📌 Pro Tip: Using automated follow-ups (Weave, NexHealth, RevenueWell) ensures no treatment plan slips through the cracks.
7. Addressing Cost Concerns Upfront
Why?
Cost is the #1 reason patients don’t accept treatment.
How to Implement:
✅ Always Provide Payment Options:
•“Would you like to pay upfront or use a monthly plan?”
✅ Show Value, Not Just Price:
•Instead of: “A crown costs $1,200.”
•Say: “This crown will last 15+ years and protect your tooth from future damage.”
✅ Break Treatment into Phases for Expensive Cases:
•“Let’s start with the most urgent area first and work through the rest over time.”
📌 Pro Tip: Patients rarely say no when they feel like they have options.
Final Thoughts: The Power of a Unified Team
When every team member reinforces the same message, patients feel confident, informed, and motivated to move forward with treatment.
By implementing consistent communication, using visual tools, addressing financial concerns, and following up strategically, your practice can significantly increase case acceptance rates.