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Professional Courtesy: New-Patient Personality Types by Dr. Thomas Giacobbi

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Categories: Practice Management, HR and Accounting;
Professional Courtesy: New-Patient Personality Types


by Thomas Giacobbi, DDS, FAGD, editorial director

New patients are the lifeblood of any dental practice. While some locations may be more established and thus see fewer new patients every month, attrition is a reality in any business. Our people skills are tested at every new-patient appointment: In that short span of time, we assess their needs, make a connection and begin to develop the trust necessary for a successful relationship. While it’s no secret we can’t please everyone, we do adjust our approach based on the needs of each patient. This month, I thought it would be fun to share some general patient personality types I see on a regular basis.


The “powered by pain” patient
These patients are motivated to find a dentist because of a dental emergency. We never like to see someone suffering from dental pain, but this is a great opportunity to provide relief and build trust. These patients will often become your biggest fans, and seeing them return for regular care can be rewarding. Other times, they may become a regular pain.


The prodigal patient
These are sometimes the best new-patient experiences, because this is someone who was in your practice many years ago and has returned, ready to finish treatment. In some cases, they left your practice for a different office, only to realize that your practice was better managed, more honest or recommended less treatment. In other cases, they haven’t been anywhere and just want to pick up where you left off the last time. The good news: You have a starting point for their treatment plan and they trusted you enough to come back.


The anchorman
This patient is seated in the dental chair with one or both feet planted on the floor when you enter the room. Most often male patients, and typically people who appear to be tough. Their body language is telling you that they’re very apprehensive, and you’ll be wise to go slow and take extra care to restore their trust. Often, they have been away from dental care for many years.


The parroting parent
This parent comes into the operatory with their child, the new patient, and while you’re trying to have a conversation with the child, answer and repeat your questions as if they’re translating your words in a form the child will understand.

Rest assured that when little Johnny needs a filling, this parent will be there providing the play-by-play: “Johnny, here comes the needle! This won’t hurt at all. Grab my hand and hold on tight. …”


The patient’s bodyguard
Could also be described as “two adults, one patient.” The adult patient is in the treatment chair, while their significant other sits in a chair in the corner of the operatory. You’ll know you’re in trouble when the bodyguard starts massaging the foot of your patient as you chart the existing restorations or perform periodontal pocket measurements. Typically, one or both of these adults was the child of a parroting parent.


The overcomplimenter
Compliments are music to our ears, and when a new patient comes in and says their neighbor Jane said you’re the best dentist in town, you may want to blush! Hold your breath, though, because if the next statement is about how many previous dentists did stuff wrong, you may be the next to join that list.

Of course, you should accept well-meaning compliments with a sincere thank you. Just understand that if it feels like someone is overdoing it when they just met you … beware!


People are complicated, of course, and these categories are just a sample of the variety of personalities we encounter every day. I expect this list will generate some debate, and I hope it conjures a few other patient types you experience in your practice. Please share your descriptions in the comments area for this article below. Or feel free to reach me by email at tom@dentaltown.com.
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