The Acceptance Huddle Method: Solidifying the Yes

You have done complete records and arrived at a diagnosis. You have devised a comprehensive treatment plan, presented it to the patient using all the value creation tools at your disposal.

And the patient says yes.

Now what?

In a lot of dental practices, things get pretty anti-climatic from here. You either describe the plan, laying out the timetable and fees right there in the operatory, or maybe the patient goes to a consultation room. After that, though, the patient takes the lonely walk to the front desk to finalize matters. And that's where things can unravel.

The Power of an Acceptance Huddle

Too often, the patient arrives out front unclear on what the plan is. To the front desk person, it appears the patient wasn't told, or didn't hear correctly, and as administrators with a schedule to keep, they make their own assumptions about how to proceed. Suddenly the energy on this major case has fizzled out before it has even started.

This is why I suggest you should, whenever possible, call for an acceptance huddle as soon as a patient says yes to a major procedure. To start the acceptance huddle, tell the patient, "I want to bring my treatment coordinator (or front desk administrator, or both) in here right now so I can explain to them what we are going to do. Is that ok?"

By incorporating an acceptance huddle, the baton is passed smoothly, and everyone is clear on the expectations, with no gray areas. What's more, the patient gets to hear your description of the treatment plan again, and sees that their commitment is confirmed—this time with a real sense of how it involves the whole team.

Do this acceptance huddle right and you will create instant alignment for the case. Everyone—the patients and the team members—will walk away with a sense of urgency, knowing that something significant has begun, and knowing what they have to do next.


If you find topics like this helpful, check out Imtiaz Manji's practice management courses available to you through our Course Library. Not yet a member of Digital Suite? Click here to learn more.