#110 Purchasing a Device Versus Solving a Problem with a Service 

Not long ago I walked into an examining room to check on a patient who had used our oral device and protocol for a total of 8 weeks.  Whether the scheduled appointment is at the 3 week, 2 month, 4 month, or 6 month interval, I always ask the same question.  “On average, what percentage of your original symptoms are diminished, decreased, or gone?” 

The answer to this key question helps us guide the patient through the protocol and the process of TMD recovery. Every patient is unique as they go through this process.  After successfully treating over 4000 patients with TMD/TMJ symptoms, it is quite clear that no two patients are alike or go through the process in an identical manner. But after having 4000 patients under my belt, I can also admit I am no longer surprised by whatever the patients answer my routine question. 

In this case, the patient I’m referring to jumped out of the chair, removed the device from her mouth and held it toward the ceiling and exclaimed, “I can’t believe this little piece of plastic made all my symptoms go away.  How come no-one every told me about this before?” 

I have written extensively on the later statement, “How come no-one ever told me about this before?” and refer the reader to my previous articles and podcasts explaining why the solution for TMD/TMJ has been hidden for so long. But this patient’s first statement, “I can’t believe this little piece of plastic made all my symptoms go away” needs further explanation and clarification. 

When most patients agree to treatment after consultation, they think they are purchasing a device.  Some think it is a very expensive device and some comment that if the device is successful in relieving their symptoms, the cost of it is a deal.  Either way, the patient puts the value on a simple device, a piece of plastic, that goes in the roof of the mouth.  

What if that same patient had a heart attack two months later and found themselves in the cardiac catheterization laboratory of one our many prestigious and capable hospitals in Middle Tennessee.  After the cardiologist and team placed a stent or two into their offending arteries and all the symptoms of the heart attack were relieved, would they come back to the cardiologist and exclaim, “I can’t believe that little piece of cobalt-chromium mesh made all my symptoms go away.”  I doubt it.  In fact, I doubt that has ever been said by a patient after successful cardiac catheterization.  More likely, voiced or not, the patient would recognize the decades of scientific research and the years of clinical training by the cardiac catheterization team that was responsible for their almost miraculous result. 

Unfortunately, for the dental profession, the public generally has separate viewpoints and standards when purchasing dental care and medical care.  When going to the dentist the public think about the item placed in their mouth, the crown, filling, denture, dental implant as the product they are purchasing when in fact the crown, dental implant, or TMD device is no different than the stent placed by the cardiologist.   

The cardiologist solved a big problem for the patient by placing that stent.  And we at TMJ Services solve big problems for our patients by making a little piece of plastic, placing it in their mouth, and asking them to follow a particular protocol during its use.  

When patients are referred to TMJ Services for treatment, they usually arrive after attempting other solutions for their symptoms that have not been effective, sometimes for years and sometimes for decades.   When patients agree to treatment in our practice, they are purchasing a solution for their symptoms and not just a device.  Admittedly, it’s a simple device, and a simple protocol that accompanies the device.  Effective treatment does not have to be complicated.  Because it is not complicated, does not mean that years and decades of scientific and clinical preparation were not necessary to make it happen. 

But, I still smile and get a kick every time a patient says, “I can’t believe this little piece of plastic made all my symptoms go away.”