Destination Before Detail: Clear Communication for Better Treatment Conversations (FREE EVENT)
ADAWA MEMBERS ONLY Does your patient actually understand the treatment plan that you suggested to them? Often, they leave unclear about the outcome, the process, the fees or the next step. This practical session will explore how dental and specialist practices can improve treatment conversations through clear, ethical and consistent communication. NO MEAL
Description
Patients do not always delay treatment because they are not interested. Often, they leave unclear about the outcome, the process, the fees or the next step.
This practical session will explore how dental and specialist practices can improve treatment conversations through clear, ethical and consistent communication.
You will learn how to ask better questions before explaining treatment, connect recommendations back to what matters to the patient, and respond to hesitation without pressure.
What you’ll cover:
- Outcome first, detail second
- Asking before explaining
- The 5-question flow for patient-centred conversations
- Clearer handovers between clinicians, treatment coordinators, and the front office team
- Why objections are often clarity, education, system, or follow-up gaps
- How to use Acknowledge, Explore, Answer and Anchor when patients hesitate
- Practical communication and system change you can apply in your practice
Presenters
Michelle Pritchard brings more than 25 years’ experience across banking, health and dentistry, with a strong focus on communication, patient experience and practical business systems.
She has co-owned and managed dental practices, worked in orthodontic practice management, and continues to work closely with dental and specialist practice owners across Australia.
Michelle is also the host of the Dental Success: Beyond Chairside podcast, where she speaks with dental professionals and industry experts about communication, leadership, systems and practice performance.
She enjoys delivering practical presentations that give dental teams clear ideas they can take back and apply in practice.