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Making Their Problem Your Problem...
by Jason Halfyard
 Jason Halfyard with DentalSuccess Interactive passes along a tip …
In a dental practice just about every team member falls into the category of a Patient Service Professional. As such, much of your job description involves helping patients solve problems.
Now, I can guess what you're doing right now. You're rolling your eyes. It's easy to think your patients are sometimes dumb, can't read, don't listen and on the whole lack normal intelligence. I mean, come on, how many times have you directed someone to the restroom they were standing directly in front of? Well, maybe that’s a bit of an exaggeration, but remember…
As part of your work in patient service it's important to develop a positive attitude toward problem solving. What is the best way to do this? Make the patient’s problem your problem, and find a winning solution.
There are five steps to follow in the quest for that winning solution. Here they are:
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Define the problem. Come up with a specific description of the problem before proceeding. Let your patient speak and listen for the kernel of the problem.
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List Alternatives. One solution does not fit all patients. Give your patient a variety of solutions to the problem and try asking the patient for their suggestions on solving the problem. This gives your patient ownership of the solution and a sense of control.
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Pick a Solution. One that is satisfactory to both the patient and to you. If the patient participates in the selection it will again solidify their ownership and acceptance of the solution.
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Implement the solution.
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Make sure the problem is solved. Follow up with the patient and ensure the solution has solved the problem.
Jason Halfyard is Director of DentalSuccess Interactive that specializes in website design. If you are interested in a new website or would like to improve your current website please check out www.dentalsuccessinteractive.com and then call Greg Sneyd at 800-460-3838 x106 or email gregs@dentalsuccess.net and Greg will help you to meet your website needs.
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