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Turn Re-Care Appointments Into Relationship-Building Moments | Dr. Kapil Kella | MMM

Turn Re-Care Appointments Into Relationship-Building Moments | Dr. Kapil Kella | MMM

10/26/2026 8:52:00 AM   |   Comments: 0   |   Views: 37
A patient says, “I want to think about it.” Does your team know what they’re thinking through?

Kapil Kella suggests reviewing the questions your hygienist, doctor, and treatment coordinator ask. Are they finding out what matters most to the patient? 

A simple place to start is: “What’s most important to you about your teeth and dental care?” If the patient hesitates, ask what’s making them unsure. Then document the answer so the next person who speaks with them can follow up on what the patient actually said.

The tricky part is getting the team to change a routine without making it feel like micromanaging. Kapil explains how he connects the questions to helping patients feel heard, and lets each team member choose between using a script or asking in their own words.

Listen for a practical way to put this into your team’s conversations and build trust with patients: https://thedentalmarketer.site/podcast/mmm-8

Watch here: 
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