Are you on benefit?

This is a tricky question and relates well to our week’s theme of CRM.
I was working with a predominantly NHS practice the other day and questioned by the head of the reception team.
Bear in mind that this was a beautifully presented and branded practice with a bright, modern reception area and lovely environment.
“We are mainly NHS but do some higher value private treatment as well.
When a new patient arrives for the first time and we are going through their check-in, we ask “are you on benefit?” and there is sometimes a look of horror on the faces of prospective private patients.
What would be a better question?”
Suggestions please.


Published by

Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.