Please choose one of the following:
AAO Orthodontic Staff Club - your team members may subscribe for free if they join the AAO Orthodontic Staff Club first. For more information go to Orthodontic Staff Club.
Credits: None available.
Complaints are a daily occurrence in every orthodontic practice. Are you and your team prepared to meet complaints with confidence? The intent of this is presentation is to empower the orthodontontic team to systemize and standardize the way they collective receive, address and manage complaints. Five steps of empowered communication for orthodontic team members will be presented. Several real life day-to-day examples will be shared to allow attendees to relate to and easily implement this approach. Become empowered to view complaints as opportunities as a team.
Speaker(s):
Credits: None available.
In our world of customer over-empowerment, the success of our practice is as much dependent on our ability to manage challenging situations that occur throughout the day as it is the quality of our finished results. The problem is that everything taught in orthodontic residency with regards to patient care is wrong! This lecture will focus on achieving excellence in your day-to-day operations. Discover how to strengthen your interpersonal relationship with challenging patients. This presentation is intended for both staff and doctors and is certain to improve your skills as a manager. Learn to stomp the flames of conflict before they become a fire that damages your reputation. After all, every little bit “Yelps.”
Speaker(s):
Credits: None available.
Do Your Patients Manage Your Practice?
Do you have drop-in emergency patients? Do you see patients even if they come in after their appointment is over? Do you reschedule patients within a week of missing their appointments? If you answered yes to any of these questions, your patients are in control! How do you provide excellent quality care while addressing these issues?
Learning Objectives:
Credits: None available.
A progressive case acceptance strategy is an indispensable ingredient of a thriving practice! Nancy Hyman will share three leading elements of increased case acceptance including: crucial aspects of the new patient phone call, 7 keys to increased case acceptance and creating a dynamic Kid’s Club; keeping observation patients in the fold. Ms. Hyman will also provide samples and step-by-step instructions for each strategy. This presentation is applicable to Doctors, Treatment Coordinators and the Front Office Team.
Learning Objectives:
Credits: None available.
Surviving Medical Emergencies in the Orthodontic Office
Are you and your office team prepared to respond and handle a patient having a sudden medical emergency? A medical emergency is not only limited to a patient but could happen to a parent, grandparent or other visitor to your office. In addition to the more common disorders and conditions that may arise and how they may be managed, this course will provide the orthodontist and team members with updates on a variety of emergency medical situations and procedures in a fun and entertaining way.
Learning Objectives:
Credits: None available.
Managing the Special Needs Patient: Orthodontic Treatment and the Patient with Autism
Autism Spectrum disorder is more commonly diagnosed now than in previous decades. The prevalence has been reported to be as high as 1 in 110 children born in the United States. With this increase in the number of children on the Autism spectrum the orthodontist can expect to see more of these patients in coming years. This presentation will attempt to educate those in attendance about the understood and misunderstood aspects of caring for these special needs patients. We will define Autism Spectrum Disorder and its varying presentations along with the etiological and epidemiological factors associated with it. Medical treatments, both traditional and non-traditional, and their role in the treatment of the autistic patient will be discussed. The effects of Autism on the patient, parents, and siblings play an important part in understanding the family dynamics that are present with the autistic patient and we will identify characteristics that should be considered when a patient and the family decide that orthodontic treatment is necessary for their child. Finally, helpful tools for the clinical management of the autistic patient will be identified and presented to aid the practitioner in the successful treatment of these unique individuals.
Learning Objectives:
Credits: None available.
Dismissing a Patient: What You Need to Know to Say Goodbye
Knowing the proper protocol for terminating the doctor-patient relationship should be a part of every dentist’s risk-reduction armamentarium. In this lecture, we will explore mechanisms to dismiss uncooperative or non-paying patients still in active treatment as well as those patients who have successfully completed treatment. This presentation is designed to make the orthodontist and office staff aware of the legal, practical and ethical issues related to dismissing a patient.
Learning Objectives:
Credits: None available.
Over the past 30 years, Dr. Diane Milberg and her orthodontic staff members have successfully used communication skills to enhance their practice. Excellent communication continues to be a successful internal marketing tool and enhances patients' trust and cooperation during treatment. Her presentations are interactive and enjoyable. Staff members as well as doctors are invited to attend.
Learning Objectives:
Credits: None available.
Many practices today do not have a clear game plan established to keep or build their patient network. The contacts you have made by serving generations of families need to be cultivated. This lecture will present the systems to build your family care program from within your existing patient network. Knowing where every patient stands and where you are losing patients is very important in defining your case acceptance number. Marketing is all about building communication from within and cultivating a positive, profitable patient-based network.
Learning Objectives:
Credits: None available.
Today more than ever before the ability to attract non-referred patients is a key to a healthy, growing practice. Referred patients are likely to schedule a consult regardless of their first-call experience because they trust the person who referred them. However, you only get the chance to succeed with non-referred prospects when your front office succeeds. In this session, we will explore keys to providing exceptional customer service, with a special emphasis on how front office staff can succeed in making the right first impression every time.
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