The Three S's of Our New Patient Process in the Treatment Coordinator Room

When it comes to converting potential patients into active treatment plans, our practice leverages a structured, patient-centric approach inspired by Daniel Pink’s concept of Non-Sales Selling. In the Treatment Coordinator (TC) room, we offer patients and families three clear options to help them move forward with confidence. Let’s dive into the details of the "Three S's" framework:

1. Same Day Start (SDS)

Convenience is everything these days, and Same Day Start (SDS) is how we rise to the occasion. Imagine walking into an orthodontic consultation and leaving with your treatment already underway. That’s the kind of experience we strive to deliver.

When we propose treatment, we let patients know they can start that very day. But here’s the magic: this option isn’t sprung on them last minute. It’s something our New Patient Coordinator (NPC) has already introduced during the initial New Patient (NP) call. We plant the seed by saying something like, “If you’re ready, we can even start treatment the same day as your consultation.” This helps patients and their families mentally prepare for the possibility, making SDS feel natural and exciting rather than rushed.

For many families, the convenience of an SDS eliminates the need for another trip and fits seamlessly into their busy lives. It’s efficient, decisive, and one of the ways we make orthodontic care as easy as possible.

2. Schedule a Later Date

Sometimes life gets in the way, and that’s okay. If starting treatment immediately isn’t feasible—maybe the patient’s schedule doesn’t allow it or they simply need a little more time—we offer to schedule the start for a later date.

Here’s where timing is key. To keep the momentum going and minimize delays, we aim to book this follow-up appointment within the next 72 hours. Why 72 hours? It’s the sweet spot for staying top of mind without feeling pushy. We’ve found that scheduling within this window helps patients stay excited and committed to moving forward with treatment.

We frame this option as a chance to plan ahead while ensuring their orthodontic goals remain a priority. It’s all about keeping the process smooth and stress-free.

3. Step Out for a Discussion

Orthodontic treatment is a significant decision, and we understand that some patients may need to consult with a spouse or loved one before committing. That’s where the third "S" comes in: stepping out.

If a patient needs to make a call, we offer to step out of the room to give them privacy for that conversation. It’s a small gesture, but it makes a big impact. By providing this space, we show respect for their decision-making process and allow them to address any questions or concerns right away.

This approach often resolves hesitation on the spot and helps families feel supported, not pressured. Plus, it demonstrates that we’re here to help them make the best decision for their needs, not just to close the deal.

The BAMFAM Strategy

Sometimes, even with the best options, a patient might still need more time. That’s where our BAMFAM (Book a Meeting from a Meeting) strategy comes into play. Instead of leaving the next steps open-ended, we schedule a follow-up call within 24 hours at a time that works for them.

This isn’t just any follow-up call; it’s a focused, scheduled conversation designed to keep the momentum going. By setting a specific time, we show the patient that their concerns and decision-making process are important to us. It’s a way to keep the dialogue active while respecting their timeline.

Why the Three S's Work

The "Three S's" framework is all about making the decision-making process simple, clear, and patient-focused. By offering structured, actionable options, we empower patients to move forward in a way that feels right for them. There’s no pressure, just support and understanding.

Combined with the BAMFAM strategy, the Three S's help us maintain high levels of engagement and treatment acceptance. Patients appreciate having choices and knowing we’re there to guide them every step of the way.

At the end of the day, it’s all about creating an exceptional experience in the TC room—one that sets the tone for the patient’s entire orthodontic journey. By focusing on convenience, flexibility, and thoughtful communication, we ensure every patient feels confident and cared for as they take the next step toward a beautiful smile.