Dental Team Verbal Skills for your Patient Checkout

The Checkout must be completed at the right place in the practice.

1. Doctor (Primary Check out Person):
   1. (Review treatment done today)
      ‘Do you have any questions about the treatment that we did today?’
      (Active listen and then answer!!)
   2. (Review treatment that needs to be done next appointment)
      ‘Do you have any questions about the treatment that we need to do next appointment?’
      (Active listen and then answer!!)
   3. ‘Do you see any reason why you would not be able to schedule for that treatment today?’
      (Active listen and then answer!!)
      (Keep going until you answer all of their questions – repeating – ‘now that you understand the (objection/issue), do you see any other reason why you would not be able to schedule for treatment today?’
2. Assistant or Hygienist (Secondary Check out Person):
   1. (Tell the patient) ‘I know that the doctor explained the treatment that was completed today and the needed treatment for the future. And he answered all of your questions that you had – tell me – do you have any questions for me about any of the treatment or appointments?’
      (Active listen and then answer!!)
      ‘You have committed to scheduling for your next appointment. I am so glad.’
   2. (Give them a reason to come back)
      ‘Because of the crack that runs across the entire surface of the tooth – it needs to be taken care of soon.’
   3. (Confirmation of Commitment)
      ‘Let’s go up to the business desk and one of the ladies will be able to schedule that appointment for you.’