What do I mean by creating experiences?

I’m speaking about intentionally creating interactive experiences so that the team and/or patient “gets it” without us TELLING them. The best way to do this is to listen for what they need to learn and how they learn, then design an experience that allows them to figure it out for themselves.  If they figure it out, they are more likely to do something with it, i.e. change their behavior.

Ask them values –based questions and sit and listen.  Encourage them and maybe offer a perspective or reframe it for them to help them move to another point of view.  This creates simultaneous learning where the dentist and team are learning about the patient, the patients are learning about themselves and the patients are learning about us.

Some values-based questions are:

1. How do you currently care for your mouth?

2. How do you choose your healthcare providers?

3. Tell me about what you do to take care of your overall health.

Almost any question can be values-based if you are listening for what’s important to them, what they know and don’t know, what they want to know and how they make decisions.  Dr Pankey’s  Clinical Examination Question List was designed to help us understand patient values.  He instructs us : “The 22 questions are like a piano keyboard—hit the ones that make harmony.” 

We create experiences on the phone, when patients come in, in how financial arrangements and insurance are handled, and with every interaction we have with our patients.  It’s important to make sure the experiences are created intentionally and are they congruent with our values and philosophy.

Now, I’d love to hear from you.

What experiences are you and your team creating?  What are your team and patients learning through those experiences?  Ask yourself, “How are we helping to alter their point of view for their benefit?”

Share your best stuff in the comments below. As always, thank YOU for reading, watching and sharing with this amazing, supportive community we are creating.

You are a rock star!

Have a rockin’ week!

Allison Watts