Scripting Flashcards
What is a Comprehensive Periondontal Complete Evaluation and the X-Rays needed?
“A comprehensive periodontal evaluation with a diagnosis and treatment plan. It’s the standard of care anytime someone is referred for periodontal disease, that we take a full mouth series of radiographs so the doctor can properly diagnose you.”
What do you say to a client that is not happy about getting more X-Rays or say they have taken a bunch of X-Rays already?
“To diagnose periodontal infection, the standard of care from the American Academy of Periodontology is a full mouth series of x-rays. These are completely different images and taken at different angles than images taken at your general dentist’s office. They allow us to see the amount of jawbone that you’ve lost before you were referred to our office and also the amount of bone that you still have. We have prepared and received all the x-rays from your general dentist they have taken, which is diagnostic for periodontal disease.”
What is a Site Specific Evaluation and the X-Rays needed?
A site-specific evaluation with a diagnosis and treatment plan: 1 PA is required so the doctor can properly diagnose you. It might be more than 1.
What do you say when someone calls and wants us to email them or pick up a copy of their treatment plan
Thank you very much for asking about (emailing or picking up a copy) your treatment plan. What we would like is to discuss and review your treatment plan in person, so we can answer any questions you might have. The treatment plans can be complicated and confusing without someone to explain it. We would be happy to see you and anyone who helps you make healthcare decisions in our office as many times as you need. These consultation appointments will be complimentary. We feel more comfortable providing a personalized, comfortable experience to our patients to make sure we can help them in the best way possible.”
What do you say if the patient is not sure about getting their treatment?
“Your __________ can progress. Your situation can get worse, and you can have more bone loss of the jaw, cardiovascular issues, tooth loss, and abscess, and if it gets worse it costs more to treat and becomes painful. We don’t want that to happen. If not done, the next set of procedures is at least 10 times the cost.”
What do you say if the patient would like to speak to another person before deciding on their treatment (like spouse)?
“Well, why don’t we contact them and have a brief conference call? We can get you scheduled for the treatment you need and I can be available to talk to them so you don’t have to memorize everything I said. I will be able to answer all their questions from your treatment to anything else, and make you all feel comfortable and informed about your treatment.
What do you say if the patient is unable to schedule at the time of their consultation?
I want to make myself available for you when we speak again. [Get specific time and date to call the patient back]
What do you say if a patient calls with concerns or questions about their treatment?
“I’m glad you called with your concerns. These questions relate to your treatment specifically. So I’d like to ask the doctors for these answers and get back to you. This way I will give you the appropriate answers.”
What do you say if a patient needs information about scaling and root planning, and information about the actual appt?
“The doctor has prescribed a non-surgical debridement of the oral cavity, somewhat like a power washing of the gums and bone. This is accomplished in one appointment. You have also indicated that you would like nitrous oxide for sedation to be more comfortable. You can drive to and from your appointment with this. This treatment needs to be done to prevent further loss of the jawbone and reduce the chances of tooth loss and abscess, which will happen in the future if it’s not done.”
What do you say if a significant other or parent needs information about the scaling and root planning and info about the actual appt?
“Dr. __________ has had a chance to examine your __________. He has prescribed a non-surgical debridement of the oral cavity, somewhat like a power washing of the gums and bone. This is accomplished in one appointment. Your __________ has also indicated that he/she would like nitrous oxide for sedation to be more comfortable. He/She can drive to and from their appointment with this. This treatment needs to be done to prevent further loss of the jawbone and reduce the chances of tooth loss and abscess, which will happen in the future if it’s not done.”
What do you say if a patient needs info about Osseous Flap Surgery and info about the actual appt?
“I had the opportunity to review your case with Dr. __________. He has provided a treatment plan with only one option. This is a procedure called osseous flap surgery. This is where we gently tease back the tissue, remove the bacteria that is trapped deep in the jaw, and fix the bone. By fixing the bone, it will protect against recurrence. This procedure is designed to keep the bone of the jaw around the teeth and prevent abscess and tooth loss.”
What do you say in addition to if the patient has an Occlusal Adjustment on their treatment plan?
In your case, Dr. _____ has a treatment planned for an occlusal adjustment. This redistributes the forces of the jaw on your teeth and makes the Osseous procedure very successful.
What if the patient has regeneration on their treatment plan, what will you say in addition?
“In your case, we also have the opportunity to regenerate bone, meaning regrow the bone of the jaw around your teeth. So now let’s get your procedure scheduled and talk about the different payment options.” [Pause and let them speak].
How do you respond to “Do I have to pay today?”
You will be responsible for the services of today.
What do you say if someone calls to ask what the price of a specific procedure will cost?
“It is very difficult to determine the exact cost ahead of time, so the best we can do is tell you the range, but this is a broad range without an evaluation of the patient, which can cost a few hundred up to a few thousand dollars and we don’t know what that will be before seeing the patient, so we’d be happy to see them and let them know exactly what the fees will be.”
If the patient asks how much their consultation will be for a Site Specific Evaluation
You have been referred to our office for a Site Specific Evaluation with a diagnosis and treatment plan. The fee for that is ____
What if a referring dentist office is asking how much it will cost?
“We appreciate you asking. We always want to be able to tell patients and our referring doctors what things will cost. If you would like, we would be happy to give your patient a complimentary examination, so that we can let you know what exactly they need and what it would cost, at no cost to the patient, so they can make an informed decision.”
If the patient is not sure about getting Care Credit and is hesitant say…
“So this is how it works well for folks and it has for many years. We will file your dental insurance immediately after your procedure. Your first payment from Care Credit is not asked for until around 4 weeks. Folks receive their reimbursement check from their dental insurance company and send it directly to Care Credit. So it makes it very easy for you to receive the care that you need now and get better.”
What do you say after you have established how the patient will be paying for their treatment?
Let’s get you scheduled so you can get better as soon as possible.
What do you say if a patient say “I called my insurance company, I gave them the code for the treatment and they said your fees were way too high for the Scaling and Root planning”?
“The codes don’t take into account that your dentist has referred you to a periodontist because the magnitude of the problem is greater than can be managed in a general dentist’s office by a hygienist so the complexity and severity of your case is greater than what the code takes into account. The code and insurance reimbursement are based on a hygienist doing the treatment in a general dentist’s office, which your dentist has already told us they are not able to do because your case is too complex and severe which is why they referred you here with Scaling and Root Planning 4 areas of the mouth vs. 6 areas of the mouth.”
What do you say if a patient has a problem with paying $____ amount for Nitrous Oxide plus Oral Sedation?
“The fee is for oral sedation along with supplemental oxygen, which can be combined with nitrous oxide for a greater sedation effect, and vital monitoring during the procedure. The fee is not really for the pills; it’s for the monitoring, along with the supplemental oxygen.”
What do you say when the patient tells you that they would rather wait until January for financial reasons?
“Thank you so much for letting us be aware of that. What we’d like to do is help you get the treatment you need and preserve the current year’s fees. In January, fees do go up in all offices. What most patients have found easiest and allows them to preserve this year’s fees is to take care of payment now. (Note: Care Credit can be offered) and schedule in January. Your dental insurance will not be charged or filed until the treatment is completed. So you wind up keeping this year’s fees and having the treatment and insurance filed next year.”
How does Care Credit work?
Care credit allows the patient to spread out the payments during the remainder of the year which is short. They can then use the reimbursement from the insurance company in January towards their Care credit.
What do you say if a patient calls to cancel and does not want to reschedule right now due to their schedule?
“That is just fine, can we put you on the schedule temporarily to hold a spot for you? We do not charge a cancellation fee if you need to reschedule again.”
What do you say if the patient call to cancel and does not want to reschedule right now and refuses to want to “hold” a spot?
“Ok, we will give you a call next week to follow up if we have not heard from you. We understand our schedules can get crazy and we want to make sure we are here to help and support you.”
What do you say if a patient calls to cancel and does not want to reschedule OR says he/she will call back?
“We would love to get you scheduled. Our Dr. __________ has set aside this time specifically for you. They have already reviewed your referral from Dr. __________. We want to see you to ensure your oral health is taken care of and prevent any future issues. Do mornings or afternoons usually work best?”
What do you say if a patient calls to cancel or is hesitant about using us for their treatment vs another that is in network?
“The best thing to do is see the periodontist your general dentist has referred you to since they are comfortable with working with us and they send their patients here for treatment because they have worked with us for such a long time. They trust our office and our doctors and they know that the treatment will be done properly. This is where they send their family members.”
