Written by Vicki McManus, RDH Monday, 31 December 2001 19:00
By now you should be well on your way to creating a ReD Hot hygiene team! In the previous two articles you discovered the difference between educating and communicating, and how the platinum rule applies to your practice. You also learned how to be a business partner and a resource for others within the practice. In this article, we will focus on increasing your DQ (dynamic quotient).
(3) Really listen to what they are saying. Discover what is most important, and help patients transition from your operatory to the next person they encounter within the practice.
(4) Always offer your business card and invite patients to call any time they have questions.
•Comfort items: blankets, pillows, headphones, DVD movie types, anesthetic preferences
•Personal interests: hobbies, vacations, favorite colors, gifts, automobiles, favorite stores, restaurants, etc
•Family events: children, grandchildren, anniversaries, upcoming special events, trips.
To gain even more knowledge of how to take outstanding care of your patients and meet their unique desires, I recommend you read Ken Blanchards’s Raving Fans and Harvey McKay’s Swim With the Sharks.
There are basically two methods for identifying problems and relating them to the patient: the “Atilla the Hun” method and the “Dynamic Personality” method. Which do you think we should choose?
There is a difference between hearing a person’s words and listening to their intent and meaning. True listening requires that you turn off the chatter in your own head. You must become actively engaged in the conversation and be fully present at that moment in time with your patient. Not an easy task when the light system is flashing, beepers are beeping, and the autoclave goes “ding.” Nevertheless, your patients deserve 100% of your attention when you are with them.
PROVIDE A BUSINESS CARD
In previous articles you learned how to be resourceful. This required opening your mind to new possibilities and strategies. Being dynamic encourages you to open your heart and begin to listen in a new, more compassionate way. Opening your heart to patients’ concerns and your mind to new, creative options helps you move closer to becoming a ReD Hot hygienist.
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