By Sally McKenzie, CEO of McKenzie Management
Attracting and keeping patients is a vital part of any dentist’s success. It doesn’t matter how talented you are clinically if you don’t have any patients to treat. To meet your financial goals, you must build a strong base of loyal patients—but you also need to attract the right kind of patients.
Unfortunately, there are some patients who actually hurt your practice. Here are three types of patients who often end up doing more harm than good, and the changes you can make to help them become the type of patients every dentist wants in their practice.
1. Patients who are always late on their payments. Patients accept treatment, then forget they actually need to pay. They usually pay eventually, but only after team members spend valuable time sending reminders and calling them on the phone.
How can you get patients to start paying on time? First, establish a clear financial policy. When patients make an appointment, make sure they understand when payment is expected. Don’t leave any room for confusion. I also recommend offering third party financing from a company like CareCredit. This enables patients to pay in small chunks each month, making the cost of dentistry much more manageable. You get paid on time, and patients are also more likely to go forward with treatment they otherwise couldn’t afford.
2. Patients who don’t value the dentistry you provide. When patients don’t value dentistry, they don’t make it a priority. So if something else comes up that conflicts with their scheduled appointment time, they don’t feel bad about canceling at the last minute or simply not showing up at all. These broken appointments bring chaos to your day and often keep you from meeting production goals.
Spend time educating patients about the value of the services you provide. This education can come in the form of images from an intraoral camera, radiographs, videos and even brochures. Make sure patients understand why maintaining their oral health is important to their overall health, and the possible consequences of not going forward with recommended treatment. I also suggest confirming with patients two days ahead of their visit, giving you time to fill open slots if they have to cancel.
3. Patients who show up once never to be seen again. Patients come in for their new patient appointment, you think the visit goes great, but you never hear anything from the patient again—and you have no idea why. Patients don’t come back simply because they didn’t have a good experience. Once patients are in the chair, focus on building a rapport. Ask them about their families, their jobs and their oral health goals.
Patients are the lifeblood of your practice, but sometimes they can actually cost you money and create extra stress. Making the necessary changes will help turn these problem patients into the loyal patients your practice needs to thrive.
Sally McKenzie is CEO of McKenzie Management, www.mckenziemgmt.com, a full-service, nationwide dental practice management company. Contact her directly at 877-777-6151 or email firstname.lastname@example.org.