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To Upsell Or Not, That Is The Question

To Upsell Or Not, That Is The Question
by Rebecca Marie Friend, RDH, BS

I have been a practicing Registered Dental Hygienist since 1987. I cannot believe the math, but yes, 31 years! I have witnessed a lot of change over those decades. From optional ultrasonic usage for the extreme calculus “difficult prophy” cases versus daily ultrasonic/piezo usage as a standard of care, fluoride trays instead of fluoride varnish application, monster-sized clinical chairs with rollers that ran so rough they felt like my lower back dislocated with every change of position versus ergonomic saddle chairs, latex versus nitrile gloves, and so much more. Dental hygienists were not anesthesia or nitrous oxide certified, which meant long waits for the dentist to anesthetize patients. Clinical exams were formal with “yes sir or no sir” responses to the doctor versus co-diagnosis (most of the dentists were male back then), film radiographs versus digital radiographs, no intra-oral camera usage, regular safety glasses versus loupes, carpal tunnel surgery versus ergonomic stretches, basically, working harder, not smarter. How can I forget all of that “free” periodontal treatment that was given away during prophies?

The one thing, however that has not changed in the dental industry through the decades is the amount of dental coverage insurance companies allow per year. The difference being that instead of treating several crowns with $1,000-$2,000 of insurance benefit coverage, today’s insurance barely covers one crown per year. How can we possibly help patients who present with multiple dental issues and require quadrant treatment? As hygienists, we are constantly barraged to upsell dental services both as a favor to the patient (less visits=less time off work for the patient) and for the office’s net profit.

I used to feel guilty “upselling,” but now realize I am actually doing the patient AND the office a favor. It becomes a win-win scenario.

Read full article on Today's RDH.