It’s perfectly normal—and quite common—for patients to feel anxiety when coming into your office. Whether you’re a general practitioner or a specialist like an orthodontist, fear is one of the top five objections patients have when considering treatment. At Align My Practice, we know that addressing these concerns is crucial for a positive patient experience and, ultimately, treatment acceptance.

In my All-Team New Patient Experience Training, we focus on setting the stage to build trust and create a welcoming environment. This includes a warm welcome tour, amenities, thoughtful scripting, personalized gifts, and an overall VIP experience. One key aspect of easing patient anxiety is presenting a comfort menu—a simple way to show your patients that you understand their uneasiness and are ready to help.

The Power of the Comfort Menu

A comfort menu provides patients with options to make their visit more relaxing. It could include stress balls, noise-canceling headphones, essential oils on the bibs, or even access to a coffee bar while they wait. Offering these options not only helps patients feel more comfortable, but it also signals that you’re tuned in to their needs, creating an environment where they feel safe and understood.

But when a patient expresses fear about a specific procedure or treatment, such as getting braces, it’s essential not to dismiss their concerns. Show empathy and acknowledge their anxiety. A simple question like, “Suzie, tell me exactly what makes you nervous about braces,” opens the door for honest communication. Once you understand the root of their fear, you can offer reassurance using the Feel-Felt-Found method.

Using the Feel-Felt-Found Method

I love teaching my treatment coordinators and teams the Feel-Felt-Found method because it’s an effective way to relate to patients and calm their fears. Here’s how it works:

• Feel: Let the patient know you understand how they feel.
  • Example: “I understand how you feel, Suzie.”
• Felt: Share that others have felt the same way.
  • Example: “Many of our patients have felt the same way when considering braces.”
• Found: Explain how those patients found a positive outcome once they started treatment.
  • Example: “What they found is that the process was much easier than they expected, and now they’re thrilled with their results.”

This simple approach reassures patients that they’re not alone in their fears, and that many others have successfully overcome similar concerns.

The Power of Patient Testimonials

Another great way to alleviate patient anxiety is by using video testimonials. I encourage my clients to build a library of testimonials from patients who were once nervous but are now happy they moved forward with treatment. You can direct your current patients to these videos to hear directly from others who’ve shared their same fears.

The principle of consensus—also known as the bandwagon effect—is a powerful psychological tool. People are more likely to make a decision when they know others like them have made the same choice. Video testimonials provide tangible proof that their concerns are valid, but manageable, and they can feel confident in their decision to proceed with treatment.

Be an Empath—Engage with Patients and Their Families

It’s essential to actively listen to your patients. When you engage with children, their parents will appreciate the care and attention you’re giving to their child’s feelings. Perception is reality, and if your patients perceive that you care about their emotions, they’re much more likely to trust you and move forward with treatment.

Encourage your patients to share more about their concerns, and show them empathy. This approach will not only ease their anxiety but will help them make the decision they came to your office to make. By being an active listener and meeting patients where they are emotionally, you’ll create an environment of trust and support that leads to long-term patient satisfaction and practice growth.

Need More Support?

If you’d like additional strategies for reducing patient anxiety and boosting treatment acceptance, I’m here to help! My team training programs are designed to enhance every aspect of the patient experience, from the initial consultation to treatment completion.

I look forward to helping your practice thrive!

~Shelley 
Owner, Align My Practice
https://alignmypractice.com/
shelley@alignmypractice.com
949.329.4620