Alan Clarke’s pearls of wisdom about how meaningful communication and visual tools can boost case acceptance and patient loyalty.
Helping patients understand their oral health is at the heart of building lasting trust, and, as Dr Alan Clarke, clinical director of Paste Dental, explains, that trust leads to better outcomes for everyone.
‘Patients want to know the “why” behind any treatment recommendation,’ says Dr Clarke. ‘But there’s a delicate balance between explaining a diagnosis and being perceived as “selling” a service. Most of us didn’t choose dentistry to become salespeople – we’re here to care for people, to improve lives. The real question is: how do we empower patients with the information they need?’
One challenge, he explains, is that diagnoses can be hard to explain in purely verbal terms. ‘Around 75% of people are visual learners. Without visuals, it’s easy for patients to feel unsure or even sceptical. But when they can see what we’re seeing – when the health of their mouth is made visible – that changes everything.’
At Paste Dental, a visual diagnostic software system has become an integral part of the team’s workflow. Second Opinion, from Hello Pearl, helps patients view their radiographs in real time, with overlays and detailed information that highlights areas of potential decay, bone levels, and signs of infection. ‘This gives us a way to explore the structure, function, aesthetics, and biology of their mouth with them. It invites patients into the conversation and encourages co-diagnosis.’
All about partnership
More importantly, it supports a preventative, health-first approach. ‘If we catch early signs of decay, we can intervene with a high-strength fluoride toothpaste or a biomimetic material. These conversations happen because patients can see what’s going on, there’s transparency, they feel informed and in control.’
Dr Clarke explains that since adopting a visual storytelling approach, Paste Dental has seen an 18% increase in case acceptance. ‘When people understand the why, they’re far more likely to move forward with treatment. It’s not about persuasion – it’s about partnership.’
He adds: ‘Many patients are unsure whether to trust the dental professional, but when they feel seen, heard, and empowered, that changes. They become loyal – even passionate – about their care. They tell their friends. They share their experience online. It’s a form of social proof that no marketing campaign can buy.’
Another benefit of using Second Opinion is consistency. ‘It ensures that we deliver the same high-quality care whether it’s 11am on a Tuesday or 4pm on a Friday. Sometimes, it’s about confirming that everything looks great – giving patients peace of mind. That’s just as valuable as identifying a concern.’
This all comes back to one core idea: treating patients not just as recipients of care, but as active participants in their health. Dr Clarke concludes: ‘When patients understand, they trust. When they trust, they return, and when they feel truly cared for, they become advocates.’
For more information or to book a demo, visit: hellopearl.com/getdemo.
This article is sponsored by Pearl.
