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- Herausgeber: John Wiley & Sons
- Kategorie: Fachliteratur
- Sprache: Englisch
A large percentage of skilled dental professionals lack the tools and comfort level required to market themselves and their dental implant practices effectively As a consequence, these dental professionals miss several opportunities to help patients and grow their business. Even those who recognize the need for marketing often don't have the experience or training to do so effectively. Marketing Implant Dentistry meets this need by giving dentists the tools to better market and promote their practices and to gain case acceptance. Marketing Implant Dentistry presents proven approaches for attracting dental implant patients and demonstrates the use of successful communication skills, including verbal and visual aids. This book details multiple examples of patient friendly and professional letters for use in targeting both new implant patients and professional referral sources. Readers will learn the benefits of adopting non-traditional approaches such as hosting patient education seminars, as well as cultivating professional relationships with the medical community (physicians) for the purposes of generating untapped referral relationships. Best practices in internet and social media marketing, specific to implant dentistry, are also demonstrated so practices can make the most out of these low-cost opportunities.
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Seitenzahl: 318
Veröffentlichungsjahr: 2015
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Table of Contents
Cover
Title page
Foreword
Introduction
Be compelling
How I met my all-time favorite musician
Only you can establish the vision for your patient
CHAPTER 1: Visual aids and verbal skills
Physicians make great use of visual aids
Better to show empathy, not sympathy
Implants are worth more than replacing missing teeth
Everything begins with asking the right questions
The power of visual aids
Verbal skills
Work out the financials
Dental implant models
Elevator pitch
Could it be that your case presentation just sucks?
Implant animations
Leveraging your auxiliary staff for animation demos
Summary
CHAPTER 2: Patient education seminars
Lasik eye surgery education seminars
Using patient education seminars to attract dental implant patients
Seminar location
The presentation
The body of your presentation
Presentation conclusion
The postpresentation process
Advertising your patient education seminars
Summary
CHAPTER 3: Partnering with physicians for dental implants
A physician’s endorsement of you could be priceless
Speak in a language the physician understands
Unconventional methods can lead to extraordinary results
Targeting endocrinologists and orthopedic surgeons for patient referrals
Targeting the gastroenterologist doctors
Targeting otolaryngologists (aka ENT doctors)
Targeting plastic surgeons for patient referrals
Targeting obstetrician and gynecologists (OB/GYN)
Other healthcare providers to target
Keep your expectations realistic
Physicians need dental implants too
Comarketing efforts
Summary
CHAPTER 4: Marketing full-arch implant dentistry in your practice
Tissue-borne dentures: The short-term solution
Targeting your denture wearers first
Face-to-face with the denture patient
Immediate load/immediate function
Targeting removable partial denture and fixed partial denture patients for immediate load
Presenting the treatment plan for immediate load
The failing partial-denture: Post-op examination discussion
Consultation with the immediate-load candidate
Making financial arrangements
Establish goals for immediate-load production
Summary
CHAPTER 5: Implant marketing for the surgical specialist
Who moved my
implant
?
Meeting the needs of the restorative doctor
Sharing case reports with restorative doctors
Edentulous patient implant study group
Target your top two to five referral sources’ patient base
Patients and professionals are used to direct to consumer advertising
You too should go direct to consumer
Strategies for going direct to consumer
The prosthodontist specialty
Role of an implant coordinator
Expand your geographical range
Reducing clinical limitations is crucial
Summary
CHAPTER 6: Database marketing
Automate your data entry as much as possible
Querying your removable partial-denture patients for in-depth insight
Collecting the right data through patient surveys is crucial
How you structure your survey is important
SurveyMonkey.com: Use it!
Tailor your marketing efforts to match your research findings
Automate your marketing correspondence
Define your missing teeth demographics
The numbers don’t lie
Build rapport year-round
Target each demographic in your database for implants
Reactivate your inactive patients
Drop your buckets where you are
Summary
CHAPTER 7: Internet presence
Website
YouTube
Google Adwords
Landing page (or squeeze page)
Social media
Rating sites
Summary
Conclusion
Works cited
Index
End User License Agreement
List of Tables
Chapter 03
Table 3.1 Some specialized physicians salaries.
Chapter 06
Table 6.1 There are five of six missing-teeth categories listed on this abbreviated patient record.
List of Illustrations
Chapter 01
Figure 1.1 Show the patients what an implant looks like compared to a natural tooth.
Figure 1.2 The implant and three-unit bridge model is a must-have.
Figure 1.3 In a few seconds, a video animation can make all the difference. Consult-PRO www.consult-PRO.com. Reproduced with permission of Dr. Boris Pulec, CEO Consult-PRO.
Chapter 02
Figure 2.1 A tooth compared to an implant.
Figure 2.2 Progressive bone-loss images help patients understand why dentures are unstable.
Figure 2.3 Example testimonials in PowerPoint.
Chapter 03
Figure 3.1 Bridging the divide between dentists and physicians is in the patients’ best interest.
Chapter 04
Figure 4.1 Before/after lower fixed hybrid and upper denture.
Figure 4.2 (
a
) Immediately prior to implant surgery, (
b
) provisional retrofitted to implants, (
c
) provisional fixed to implant abutments, and (
d
) final fixed prosthesis delivered in 3 months.
Figure 4.3 Use mandible bone-loss model to demonstrate progressive jawbone atrophy to edentulous patients.
Figure 4.4 Removable overdenture model.
Figure 4.5 Fixed-hybrid model with four, five, or six implants.
Figure 4.6 Annual goals for number of full-arch cases is critical to success.
Chapter 05
Figure 5.1 Example of detailed postsurgical follow-up letter.
Figure 5.2 Example of Dr. Fred Bye’s edentulous study group’s promotional brochure—by invitation only.
Figure 5.3 Providing each member with such a model will help them sell cases.
Chapter 07
Figure 7.1 Your LinkedIn Summary should be clear, concise and effective at demonstrating your expertise to the viewer of your profile.
Figure 7.2 Each month Angie’s List sends a magazine with helpful hints and local business reviews to its members.
Guide
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To my wife Sandra and children Morgan and Myles. Thank you for your patience and unwavering support of this project. To my father Walter, Sr. and late mother Fay, thank you for the positive examples and countless sacrifices you made so that I may spread my wings and fly!
Marketing implant dentistry
Attract and influence patients to accept your dental implant treatment plan
Marcus Hines
Director, Full Arch SolutionsBioHorizons Implant Systems, Inc.Birmingham, AL, USA
Copyright © 2016 by John Wiley & Sons, Inc. All rights reserved
Published by John Wiley & Sons, Inc., Hoboken, New JerseyPublished simultaneously in Canada
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Library of Congress Cataloging-in-Publication Data:
Hines, Marcus, author. Marketing implant dentistry : attract and influence patients to accept your dental implant treatment plan / Marcus Hines. p. ; cm. Includes bibliographical references and index.
ISBN 978-1-119-11451-2 (cloth) I. Title. [DNLM: 1. Dental Implantation–economics. 2. Marketing of Health Services–methods. 3. Audiovisual Aids–standards. 4. Dental Implants–economics. 5. Internet–standards. WU 640] RK667.I45 617.6’9300688–dc23 2015018035
Cover image: Front cover illustration: Leonard Morgan. Background illustration: designed by Freepik.com
Foreword
Talented clinicians have realized that there are a group of patients who should have been premier implant patients in their practices. This is often based on the car the patient drives, the community they live in, their children’s private education, vacation homes, and the like.
Unfortunately, many of these patients refuse the implant options presented to them, or even seek implant treatment at treatment centers that may market well, but do not necessarily provide the highest level of care.
The question becomes, “Why do patients refuse implant treatment plans due to ‘financial reasons’ or seek treatment elsewhere?”
Implant treatment is a value-based service. Success comes from combining high levels of clinical expertise with the ability to communicate not only a complex process but also the value to the patient that comes along with receiving treatment at your practice.
Established clinicians should not ignore the importance of solid internal marketing. A typical practice’s existing patient population can be one of the most reliable sources of generating new implant cases for any practice.
Most offices don’t maximize their own abundant database of patients with missing teeth. Marketing Implant Dentistry offers different internal marketing approaches, which can be utilized by doctors to bring more implant patients to their practices and increase case acceptance.
Described methodologies related to running an implant study club can be used by surgical specialists to expand the size of their existing implant practices in an effective and consistent manner.
I’m very excited about Marketing Implant Dentistry by Marcus Hines. I fully believe that the implant practice marketing model described in this book will help fellow practitioners to take their implant practices to the next level, resulting in more patients benefiting from this invaluable service, a more fulfilling professional lifestyle, and the financial success that comes along with it.
Hamid R. Shafie, DDS CAGSDirector of Postdoctoral Implant TrainingDepartment of Oral and Maxillofacial SurgeryWashington Hospital CenterPresident/Chief Knowledge OfficerAmerican Institute of Implant Dentistry
Introduction
For more than 12 years I have worked in implant dentistry as a sales representative, followed by my current position where I serve as Director of Full Arch Solutions for a major dental implant company. Early on, never in my deepest thoughts did I believe a segment of dentistry was capable of retaining my interest as much as this niche has. I am intrigued by a lot of things, but I’m not sure anything else will ever interest me enough to sit down and write a marketing book about it.
Eventually, I recognized a very large void between what doctors understand clinically with respect to implant dentistry and best practices in attracting and influencing patients to accept a dental implant treatment plan. Consequently, far less patients are benefiting from dental implants compared to what is possible.
Early on, I often found this discipline to be very perplexing, so much so that I almost left the field of dentistry all together. No matter how much I tried, I could not understand how an invaluable service, so capable of helping an immeasurable amount of people, only benefits a relative few.
When I first began selling dental implants, like many dental professionals, I was led to believe that the reason most people chose to replace their missing teeth with traditional crown and bridge was mostly because they can’t afford dental implants. “Implants are too expensive,” “Insurance doesn’t cover implants,” or “My patients can’t afford implants” is the frame of reference many doctors and their staff members continue to operate from. And for some time I, too, bought into this notion.
Once I began to witness the most unsuspecting offices, usually located in lower- to median-income areas, perform far more dental implant procedures than some offices located in the more affluent areas, I could never again be brainwashed into believing the average patient could not afford implant dentistry. And like a lightning bolt, I suddenly understood that offices performing well above average implant numbers generally take a systematic approach toward marketing and patient communications, while offices that merely dabble in implant dentistry generally believe there is no significant benefit over traditional crown and bridge or believe they are held hostage by dental insurance and have a patient base that has limited financial resources.
I was also frequently baffled by the amount of resources the more advanced clinicians spent on clinical training compared to the resources these same doctors apply toward internal marketing. It’s not that I believe doctors spend too much on training. In fact, if you ask me, the average doctor doesn’t take nearly as much hands-on dental implant-related continuing education as they should. But since no dental implant procedure can be performed until and unless the patient agrees to a proposed treatment plan, it behooves the clinician and staff to increase the amount of resources applied toward marketing the services of implant dentistry within their practice.
Dr. Kian Djawdan of Annapolis, MD, is an example of a clinician who makes considerable investments in both his clinical skill set and dental implant-marketing efforts. Having earned diplomate status in both the ABOI and ICOI, Dr. Djawdan knows you don’t experience long-term success in consistently attracting new full-arch implant patients, as well as achieve high levels of case acceptance, without a meaningful investment in marketing. Dr. Michael Tischler of Woodstock, NY, is another example of a well-trained clinician who understands how to market their implant practice.
But some of the most superiorly trained implant clinicians don’t always understand how to best inform a patient of the implant treatment they need, nor do they know how to ask the patient to move forward with treatment with authority. This results in so many of their patients never being given a fair chance to say “yes” to a well-thought-out dental implant treatment plan.
Attracting a steady stream of dental implant patients to your practice requires taking a systematic approach. And influencing patients to accept your dental implant treatment plan has a heck of a lot more to do with understanding who is sitting on the opposite side of the table and what it will take to have your recommendations resonate with that individual. Significant focus on case presentation, visual aids, verbal skills, patient education, staff training, networking, and the like goes hand in hand with clinical training when it comes to being a top performer in implant dentistry.
Be compelling
There is a very popular ABC acronym in sales that stands for “Always Be Closing.” I often repurpose this acronym in dentistry to represent “Always Be Compelling.” I am thoroughly convinced that if you are compelling in the delivery of your recommendations, you can help as many people as you would like to help with dental implants. However, merely suggest dental implants as an alternative to traditional crown and bridge, and your influence over the patient’s decision will be as good as dead. The average patient wants to be led by you. When doctors and their staff members are compelling in the delivery of their implant recommendations, more often than not, ultimately the patient accepts the recommendations.
To an even greater degree, clinicians that perform the most full-arch dental implant procedures usually understand the enormous influence they can have over the patient who is missing most or all of their teeth. Their case presentations are generally well thought out and spoken in layman terms, and they use great visual aids to help the patient appreciate what is possible through implant dentistry.
Washington, D.C.-based prosthodontist Dr. Hamid Shafie has authored two clinical books on implant dentistry and lectures around the world on full-arch immediate occlusal loading. In his professional lectures, he is obviously expected to speak in the most technical of terms. But set him in front of a patient in need of implants, and all these technical terms get tossed out the window. In my observation of his patient communications, to say he’s compelling may be a bit of an understatement. I haven’t seen anyone more capable of encouraging a patient to accept a full-arch, fixed implant-supported prosthesis. Dr. Shafie’s ability to simplify his discussion of implant dentistry only requires the patient to have about a fifth-grade education to understand that it makes sense to act on his advice.
If you are pleased with your clinical skill set but lack the marketing expertise to attract and influence potential implant patients to move forward with treatment, this book was written with you in mind. But understand that becoming a better marketer of dental implant services will most likely require you to see the implant world differently than you presently do. If you attempt to manage your marketing mindset solely through the lens of a clinician who still has most or all of their natural teeth, chances are you will fail to grow your implant business to your satisfaction. Growing your implant business requires you to be capable of managing your marketing efforts through the oral health realities of your patients, not your own.
Rest assured that I have no intention of ever attempting to instruct you on anything clinical. I studied marketing and sales in college, not dentistry. But if you will open your mind enough to heed my dental implant marketing advice and actually follow through by taking action, over the course of the next 12- to 24- to 36-month period, you will position yourself to perform far more dental implant procedures than you did over the same time frames in the past.
The notion that your patients can’t afford your dental implant services should never be allowed to dominate your mindset, nor should you or your staff members speak such discouraging words. This is regardless of how intimidating the fees may seem or what you think the patient can afford. On the heartfelt advice of the dental professional, so frequently it’s the most unassuming patients that are willing to follow through with the most sophisticated and costly dental implant treatment plans. If you have been in business long enough, you have no doubt had this experience in other areas of your practice.
By the way, being compelling is not just about performing more dental implant procedures—it is a very powerful universal principle that can help you to get what you want out of life. The late motivational speaker Zig Ziglar used to say, “You can have everything in life you want, if you will help enough other people get what they want.” When you are compelling, you inspire people to want more, to take action, to do something, and to be inspired. In fact, being compelling is how I ultimately got to meet my all-time favorite musician.
How I met my all-time favorite musician
I would like to share a personal story with you here, only because I believe there is great value in examples of how the universe conspires around you and others when you have a definite chief aim. This experience is also fitting to my underlying message in this book.
I grew up in Detroit, MI, in the 1970s and 1980s, and so I have always been partial to American-made cars and Motown music—Marvin Gay, Diana Ross and the Supremes, The Jackson 5, Temptations, and Commodores (featuring Lionel Richie). I could go on. But my all-time favorite musician has always been Stevie Wonder. He is a musical genius. Elton John once said of Stevie Wonder’s Songs in the Key of Life album, “For me, it’s the best album ever made, and I’m always left in awe after I listen to it.” I am no Elton John, but I would have to agree.
Back in June of 2012, my siblings and I were discussing the fact that our dad would celebrate his 90th birthday in January of 2013. So we decided to give him a big birthday bash and invite family and close friends to share in our celebration of him. As we drew up the guest list, my brother Fred said, “I’m not sure how we can ever make it happen, but it would be great if we were to somehow have Stevie Wonder attend dad’s party.”
Instantly, my siblings and I appreciated Fred’s idea because we all knew that before he was dubbed “Little Stevie Wonder,” he grew up around the corner from my father’s Hines Bros. Auto Repair shop on the west side of Detroit. My dad told stories of how Stevie Wonder and his brother and friends would often play around his repair shop. He’d give them pocket change and encourage Stevie Wonder to use his singing talents for good. But that was back in the 1950s when he was a kid. Now, some six decades later, we’re talking about the 25 Grammy Award-winning, 100 million album/singles-selling, Martin Luther King Jr. holiday-inspiring, worldly beloved figure, and philanthropist Stevie Wonder! How the heck do we pull this one off?
At the time that Fred made this suggestion, he was unaware of the resources I had. You see, it suddenly dawned on me that I had never mentioned to any of my siblings that my wife Sandra and I share a close mutual friend with Stevie Wonder. This mutual friend is such a dear acquaintance of his that just 2 years prior, Sandra and I watched Stevie Wonder sing at her wedding.
So naturally I offered to handle the process of inviting Mr. Wonder to the birthday party since I stood the best chance of getting an invite in front of him. I suppose that I could have simply handed over an invitation, but I proceeded to put together a letter outlining how my dad is a retired army veteran who fought in WWII, was married to my late mother, Fay Hines, for 60 years and to their union raised 14 children. I also reminded Mr. Wonder of my father’s business that he frequented as a child, and I mentioned the fact that my father was proud to have been a positive influence on him and other children in that neighborhood. I even cited a reference to my father that Mr. Wonder had made during a nationally televised interview with Tavis Smiley in 2010.
Once I was done making my case in a well-thought-out and compelling letter, I handed over a copy to our mutual friend and asked if she would see to it that he receives it. She agreed to make it happen and said, “He’ll be in town in two weeks. I will read your letter to Stevie myself.”
Not only did Stevie Wonder attend, but to about 120 family members and close friends, he modestly shared some very kind, reminiscent words about my dad. He then followed his comments by singing his famous rendition of “Happy Birthday” and another one of his famous hits. How cool is that?!
Was I conscious of the possibility of being told “no?” Of course I was. But if being denied included the fact that I was compassionate and compelling in my efforts, I could have found solace in simply knowing that Mr. Wonder understands why my siblings and I believe our father is a living legend.
Fortunately, Mr. Wonder was as excited to be back in the presence of my father and some of my older cousins, as we were to have him. I had no way of knowing this until he arrived. Why else would he go through the trouble of fitting this occasion in between a South American benefit concert the week before and a presidential inauguration appearance the following week? When I greeted him at the door, the first thing he asked was if Ricky, my first cousin, was present. And by the time the party was nearing its end, it was evident to his bodyguard that Mr. Wonder has great respect for my father. He suggested that it’s rare when he sticks around to chat and take photos for as long as he did.
Here is the point I want to make. So often, the most difficult part of any worthwhile intention is simply coming up with the idea itself. Once my brother Fred established the vision, without understanding my resources, only then could everything else begin to take its course, and I could do my part to put together a compelling request.
Only you can establish the vision for your patient
Your patients depend on you to establish the vision. When you establish the vision for your prospective implant patient and make a compelling case that inspires that patient to want to agree with you, you immediately increase the chances that the patient will agree to your dental implant treatment plan. And when you are compelling, there is no way of knowing what your patient will say “yes” to.
In my case, I was able to facilitate a priceless desire for both my family and for Mr. Wonder. Unless you make a compelling case for implant dentistry to the larger percentage of your patients with missing teeth, you may never experience the feeling of euphoria that other clinicians routinely experience by knowing that only they could facilitate the priceless desire for another individual to regain basic oral functionality or to prevent long-term catastrophes that the average patient has no way of anticipating.
So many of your patients with missing teeth just want an opportunity to smile again with confidence. So many denture-wearing patients just want the ability to publically eat corn on the cob and to enjoy a flavorful medium-rare porterhouse steak again without having to lace their gums with glue and swallow large chunks of meat. Some of your partial-denture-wearing patients are simply sick with the embarrassment they face each evening after placing their teeth in a cup before kissing their newlywed good-night. Others just want to have a prosthesis that no longer look like horse teeth and will move mountains to replace an eight-year-old bridge that they never really liked in the first place.
Finally, some patients just want the best that healthcare has to offer and will readily pay a premium to have a single tooth replaced with a dental implant once the facts are understood. And that same patient may ultimately hold you accountable, in retrospect, if they believe their healthcare has suffered because the proper “Informed Consent” was not given.
You can’t possibly know what will motivate each patient to accept your dental implant treatment plan. Furthermore, you have no idea what they can afford, what resources they have, or to what extent they will go through to smile, eat, and spare the embarrassment. Yet, if your patient is generally pleased with your services, you may be his or her only opportunity to gain exposure to a dental implant-based solution to their problem since they are not actively seeking a new dental care home.
With each patient, you can make a compelling case for their implant treatment plan. If your case is compelling enough, you will soon discover the deeply embedded reasons that motivate patients to accept $5,000, $25,000, or $50,000+ dental implant treatment plans. The good news is that implant dentistry is such an amazing service that it’s really not very difficult to deliver a compelling story. Be compelling and your patients will accept your treatment plans in larger numbers.
It is my sincere hope that as you read this book, you will discover multiple approaches to attracting dental implant patients to your practice and multiple approaches for influencing patients to accept your proposed dental implant treatment plans. For me, Marketing Implant Dentistry has been a labor of love. Nothing would please me more about this effort than to know that more of your patients are experiencing the benefits of implant dentistry, in part due to one or more pearls you picked up from my book. Best of luck to you!
CHAPTER 1Visual aids and verbal skills
Successfully explaining the true benefits of dental implants to the layman patient is no easy task. Using models, animations, and the proper verbal skills to get your point across is a very effective way to make an otherwise complicated process easy to understand by the masses.
Most people are unfamiliar with the true benefits of dental implants. And since we all are layman in some form or fashion, we benefit anytime uncharted territory is explained in a way that helps us to “get it.” News channels use models and animations all the time to make their more complicated stories easily digestible.
For instance, when the US Navy SEALS raided Bin Laden’s Pakistan compound, killed him, and captured his body, helmet cams were worn by the two-dozen members of SEAL Team Six to stream this undertaking back to the White House where President Barack Obama, Secretary of State Hillary Clinton, and other dignitaries witnessed it in real time. The raid was reported to have taken somewhere around 40 minutes, but what you and I and the rest of the general public were privy to through the various news outlets, including a 60 Minutes interview of a SEAL Team Six member, was a tabletop-sized replica of Bin Laden’s massive compound structure and a very short, dumbed-down reenactment of this event through animated video. Using a model of Bin Laden’s compound, this Navy SEAL member walked us through the process they had experienced in taking out the world’s most wanted individual. And by the end of this short interview, you felt like you had a pretty good understanding of exactly how this complicated mission was executed.
Physicians make great use of visual aids
Physicians who are routinely required to treat their patients by incorporating surgery tend to use visual aids to explain the clinical rationale, far more frequently than dental professionals do. CNN’s chief medical correspondent, Dr. Sanjay Gupta, a neurosurgeon, uses skull and brain models coupled with animations all the time to describe how different areas of the brain function, the effects of traumatic brain injuries, and the rationale of various brain surgeries. The host of The Dr. Oz Show, Dr. Mehmet Oz, a cardiothoracic surgeon, uses animations, models, and props routinely to help communicate various medical conditions and the rationale for the required surgical treatment to his television viewers.
Developing illustrations, models, and animations to describe a sophisticated event or process like implant dentistry requires training and creativity. So imagine what it would cost to produce lifelike jaw and dental implant models for only your office. Now, add this cost to the expense of producing animated videos for use in only your office, say, to demonstrate how a sinus expands following tooth loss or to describe the process of bone resorption, bone grafting with the aid of tenting screws, and dental implant placements and restorations.
Any idea of the required time and resources necessary to get it just right for these and 200 plus other clinical scenarios to be turned into animated videos? Fortunately, since video animations have already been produced and are sold on a massive scale for a relatively small fee, you don’t have to go through this effort to dramatically enhance communications between your office and your prospective dental implant patients. Relative to the value of these tools the investment is miniscule. good visual aids is one of the best internal marketing investments any dental implant provider can make.
Better to show empathy, not sympathy
Like good use of visual aids, making the best use of your verbal skills when presenting your implant treatment plans will pay dividends in case acceptance. Numerous leaders in case presentation technique have suggested that you must first listen to the patient and develop a good understanding of what their desires are before attempting to present your recommendations. In other words, empathize. I could not agree more with this notion. In any sales situation, the empathetic listener will come out on top far more frequently than the individual who is only concerned with getting their point across about their product or service.
Where I differ is when some of the same authorities suggest, for example, that if the otherwise healthy 70-year-old, partial-denture wearer wants to replace her removable prosthesis because it no longer looks good or functions well, it does little good to broach the subject of dental implants when her primary financial goal is to maximize her insurance benefits and pay as little out of pocket as possible. I disagree wholeheartedly with this view when it comes to dental implants. And in its truest sense, because dental implants may be such a patient’s only hope of having her desired functionality restored, this approach does not necessarily show empathy. If anything, this is sympathy, and being sympathetic should be left to family and friends.
If it is safe to assume you chose to read this book because you believe that more patients will benefit when you perform more dental implant procedures, then you must become comfortable with exploring all viable solutions with such patients, finances notwithstanding. Showing empathy requires more effort than sympathy. When you are compassionately empathetic, your strong desire to help the patient forces you to express the best solutions to their problems. Sympathy allows you to merely feel bad for the patient and does not necessarily require offering a viable solution for whatever reason.
Replacing an ill-fitting partial denture with implants for the 70-year-old lady is not the same as proposing a $20,000 laminate veneer case for a 60-year-old woman who has shown no interest in esthetics or a $5,000 orthodontic case for a 35-year-old male who presents with a diastema between his maxillary central incisors but has otherwise healthy and well-functioning teeth. The same patient might have made it clear during the doctor’s discovery process that improved esthetics are of no concern to him and that he prefers this gap, as it represents his identity and family trait. Therefore, you proceed to present only what is necessary to keep this patient healthy and happy. This is empathy.
But to refuse to bring up dental implants to a healthy 70-year-old patient because you think she’s too old or you fear appearing as though you are taking advantage of a little old lady is an expression of sympathy not empathy. Moreover such patients are robbed of their right to understand dental implants as a viable option. In my opinion, this belongs in the same category of neglect with the dentist or hygienist who agrees to provide a routine prophylaxis to the advanced periodontally diseased patient without discussing the fact that the long-term solution may involve more costly surgical procedures.
