Word Of Mouth – A Dental Blog

Like all of us, I like to get positive feedback; it’s always nice to feel appreciated.  Two nice things happened today that made us feel we are on the right track and people understand our value system.

A patient called this morning to say she was no longer physically able to make the trip from Westchester to NYC.  She was sad that a relationship that had started in 1979 had to end because traveling to our office was now too difficult.  She thanked us for many years of service, and special attention, and was appreciative that we took the time to listen to her concerns and act in ways that addressed her needs.  I volunteered to send any appropriate records to her new dentist and told her our door would always be open should she have questions or feel well enough to again make the trip to NYC.  We understand that circumstances change and our patients have to act in ways that work best for them.

A 2nd patient came in to see our hygienist later in the day.  This was a patient who had previously left our practice for another dentist on her “plan”.  The other dentist’s fees were obviously less then ours but after a visit or two she returned to our office.  When I asked her why, she said the quality of care in our office was much better; we spent more time, cared more about her and she was now willing to spend the extra money to be treated here.  It was gratifying to me and to my hygienist to hear this.  She also told us the other office gave her a difficult time when they were asked to send recent x-rays to our office; tried to make her feel guilty about leaving.  She felt they weren’t concerned about what was best for her.

Similar circumstances for two patients; dissimilar reactions by two different offices.  We believe that our words and our actions should support our patients.  As I’ve said before, patients come to see us to express their concerns, learn what conditions exist, and decide on a protocol that best helps them meet their goals.  Our responsibility is to act in responsible and professional ways that support the best interests of our patients.  Simply said, it’s not about us, it’s all about them.

So nice to see that people appreciate this.

Just my thoughts, thanks for listening.

RMS

This week I presented a lecture to the Oral Surgery and General Practice Residents at New York-Presbyterian Hospital where I am on staff as a voluntary attending dentist.  I was asked to speak about implants and aesthetic dentistry- certainly an interesting topic. 

I had an opportunity to speak to them about the changes I’ve seen in implant dentistry over a 25 year time frame as the result of scientific frontiers that have been continually pushed outward.  But just as importantly, I had the opportunity to speak to them about what I call, “The Psychology of Beauty”.

We live in a society where more of us than ever before want to look good and feel good.  And for many, feeling good about themselves is tied in to feeling good about the way they look. We live in a society where baby boomers want to look better than their parents did at a similar age and where, right or wrong, it takes but 15 seconds for an observer to make decisions about who we are based on visual images (note the Susan Boyle phenomenon).  I tried to educate the residents about the psyche of the patients they are treating; about their expectations based on what they see on TV and in the media, and how their self esteem can be affected by our results.

 We spoke about the origins of plastic surgery and the first documented procedures in 600BC; the evolution of plastic surgery from an art and science dedicated to making disfigured patients fit into their society to one trying to make patients look better than others in society.  I spoke about the phenomenon of TV shows like “Extreme Makeover” and how programs showing significant improvement in body image impact on the self-image of the individual.  And I discussed with them how this evolution, indeed revolution, in technique and social thinking impacts on their successful delivery of aesthetic implant procedures. 

Studies by  Ellen Berscheid, at the University of Minnesota, and books such as “Survival of the Prettiest”  by Nancy Etcoff, PhD  cite the importance our society places on “good looks” and the “raison d’être” of the beauty industry.  After all, the eyes and smile are the first two features someone looks at when they meet you for the first time.  And many have come to realize the importance of a pleasing smile in both their personal and professional lives.

Of course I also addressed dental technique and process, and aesthetic and diagnostic criteria so essential to being successful.  But I think the idea of presenting information on “the psychology of beauty” and how this affects our patient’s expectations is another important consideration in the learning experience.

As always, thanks for listening.

RMS