Dos and don'ts for building patient relationships

Add personal information to patient records

In the new dental economy, it's almost as important to document personal information about patients as it is to record clinical details. Collecting and using such information will help you build lasting relationships -- ones that will stand up to challenges from new types of competition and preserve your patient base for long-term growth.

Before seeing a patient, check your notes. Take a moment -- during the daily business meeting or just before seeing a patient -- to review the personal facts the practice has gathered. You can then reaffirm the relationship quickly with pertinent comments such as, "How's your daughter doing in college?" or "Are you still driving that convertible?" or "I saw a movie I think you'd like."

Don't trust your memory -- write it down.Unless you're remarkably good at recalling what you learned about patients months ago, get in the habit of jotting down notes about patients' personal interests -- and encourage other staff members to do the same. Otherwise, you may well forget the details that can make relationships strong.

Roger P. Levin, DDS, is the chairman and CEO of practice management consulting firm Levin Group. You can connect with Levin Group on Facebook and Twitter (@Levin_Group) to learn more strategies and share ideas. Also, check out Dr. Levin's free practice management videos at www.levingroup.com/gp.

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