3 Reasons Why Patients Change Dentist
Dr. Erica Anand, DDS
3 Reasons Why Patients
Change Dentist
Dr. Erica Anand, DDS
It is always a goal for dentists to retain their patients for many years, but sometimes patients opt to go elsewhere. There could be many reasons that patients change dentists, like insurance changes or relocations, but when it is something preventable, it means there is something that the dental practice needs to work on.
Some of the most common reasons dental patients change practices are communication problems, impersonal care, and being oversold on dental treatments.
#1 Communication is Key
From the very first phone call with a patient to their check-out appointment, it is important your entire team communicates in a caring and clear manner. If appointment times are incorrect or patients have already filled out insurance information that they keep getting asked for, it makes your office look unorganized and unprofessional.
#1 Communication is Key
From the very first phone call with a patient to their check-out appointment, it is important your entire team communicates in a caring and clear manner.
If appointment times are incorrect or patients have already filled out insurance information that they keep getting asked for, it makes your office look unorganized and unprofessional.
To avoid this problem, consider having monthly or quarterly meetings with your staff to review the correct way to greet patients, implementing dental chairside manners, and how to schedule their follow-up appointment.
Patients love easy dental visits, as some people already have anxiety about dental treatments. When your team is transparent about costs and wait times, it makes patients feel more comfortable and more likely to return.
#2 Get to Know Your Patients
Some dental practices are very busy, and it may feel like your office does not make patients' concerns a priority. Have your clinical team (including yourself) go the extra mile and take time to get to know your patients on a personal level. Ask them about work, their families, and if they have plans over the holidays.
#2 Get to Know Your Patients
Some dental practices are very busy, and it may feel like your office does not make patients' concerns a priority. Have your clinical team (including yourself) go the extra mile and take time to get to know your patients on a personal level.
Ask them about work, their families, and if they have plans over the holidays.
When patients sense good customer service with staff members, they feel valued and less like a chart number. Developing relationships where a patient trusts you will ensure they remain under your care for many years!
#3 Don’t Be a Salesman
It is your job to inform your patients about their dental needs, but it is not your place to pressure patients or make them feel obligated to schedule an appointment. Sometimes dentists unintentionally list off many dental treatments a patient can benefit from (i.e. Invisalign, teeth whitening, bonding, etc.) but with this comes major time commitment and sometimes a big financial undertaking.
Review your patient's dental needs in order of necessity. Let them know which is a priority and which elective services can wait if a patient wants to think about it.
#3 Don’t Be a Salesman
It is your job to inform your patients about their dental needs, but it is not your place to pressure patients or make them feel obligated to schedule an appointment.
Sometimes dentists unintentionally list off many dental treatments a patient can benefit from (i.e. Invisalign, teeth whitening, bonding, etc.) but with this comes major time commitment and sometimes a big financial undertaking.
Review your patient's dental needs in order of necessity. Let them know which is a priority and which elective services can wait if a patient wants to think about it.
Patients want to feel like a patient and not a customer at the mall. Dental care is equally as important as medical care, therefore it is your place to address your patients’ concerns and be available if they want to think about it and schedule another appointment.
This applies not only to your services, but also the hygiene department, where it is common for hygienists to recommend products. Let your hygienists know to make suggestions and let patients know you have dental products available, but they are not obligated to purchase.
The last thing a patient wants is to spend extra money for a dental product they didn’t want or won’t use.
__________
When you and your team address patient concerns and create a welcoming environment, there is less opportunity for a patient to decide to leave your office. It is in your practice’s best interest to have a well-trained and compassionate staff to prevent patients from going down the street to the next dentist.
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