It can be tempting to increase fees – the economic indicators are up, many practices are seeing improvements in new patients, treatment acceptance, etc. Understandably, some are asking, “When can I increase my fees?” Since 2008, many dentists have chosen to forego the standard 3-5% annual fee increases that were common in the pre-recession years. By now a fair number want to get back on track with routine increases.

But it’s a whole new world out there, and the old standards no longer apply. Today, fees should be based on your actual overhead, expenses, patient base, your individual level of professional expertise, and debt. Don’t establish your fees based on the dentist down the hall or across the street.

Additionally, be honest with where you truly stand on the skill continuum. Newer dentists simply do not perform dentistry at the same speed as more experienced doctors. For these doctors, what they don’t have in speed they can make up in relationship building. And one thing is true across the board – the doctors who are successful in today’s economy have a relationship with their patients. They are focused on providing the level of dentistry that achieves the greatest return for the patient. After all, when patients have a good relationship with their dentist, they don’t question the fee.

Want to tell patients that dental care isn’t important? Send a cheap, cheesy 3×5 postcard that says: “Time for your cleaning and checkup. Call us today!” And then sit back and watch patient attrition, no-shows, and cancellations climb. Postcards with pictures of cartoon characters, cuddly animals, and scenic vistas that have absolutely nothing to do with professional dental services offer some of the most unprofessional marketing you can do for your practice.

Recall is your reputation. The tools you use to promote it either convey the image of a health care provider that is offering a valuable and necessary service, or they don’t. Moreover, recall is your primary practice feeder. A successful recall program is indicative of a thriving and healthy practice. How’s yours these days?

Rather than giving your patients an excuse to cancel, give them a good reason to return. Send a recall reminder notice that emphasizes the importance and value of your care. Check out my newly designed “recall reminder notices” HERE.

Here’s the challenge: You need patients in the chair at the appointed time. To achieve that requires a clear channel of communication. When they are in your office, you educate them – or should be – about the importance of maintaining good oral health and ongoing dental care. But then the patient leaves. They go back to their routine and you go back to yours.

Six months pass and it’s time to remind them of their appointment. I know that in this busy electronic world we are all looking for quick and easy tools to simplify our lives. Certainly, a “form” message is the easiest way to remind patients of an upcoming dental hygiene appointment. The problem is that too many practices take the form message to a new low and send flimsy little postcards. Instead, I recommend using professional communication tools that emphasize the value of care – not minimize it. Professionally printed recall notices that communicate an important oral health message are the best of both worlds. Keep it personal. The best recall messages educate the patient and provide an area in which the clinical “why they need to return” message can be personalized. These are ideal because a quick personal message has a huge impact on the recipient. After all, it tells the patient that you and your office remember them. And in this world of routine impersonal communication, we all appreciate a personal touch now and then. Check out my NEW…yes I designed them…recall reminders HERE.

Hi Sally,

I have a big problem with my front desk. For the last three years, it turns out the front office has mostly collected what insurance paid and did a lot of write offs, never bothering to bill patients when they were supposed to. So now patients are questioning their bills over 3 months. They don’t want to pay since it’s long overdue, although they do admit to getting the work done & how wonderful the dentistry is that the Dr. does. How do I resolve?

New Office Manager

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Dear New Manager,

Obviously the failure of the front office team to perform is a result of a lack of training, systems, protocol and MEASUREMENTS of performance of the system and the employee. With those things in place, you would know within 30 days if the employee was performing up to the standards of the protocol of the system.

To the patient: I would admit to the failure of the employees and systems to bill them in a timely fashion after the treatment was performed. Considering this failure, the practice could agree to allow patients to pay over 3 monthly payments to make it easier on their cash flow. However, you must be clear that moving forward, you will require them to pay for their portion at the time of treatment.

Let’s face it – the office dropped the ball. It’s not fair to reprimand the patients when they had no idea. Better to take all of the blame and make it easy for them to pay and retain them as a patient than to anger them and lose them.

Here to help,
Sally McKenzie

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Looking for additional help? McKenzie Management has been in the business for over 30 years providing Consulting, Training and Dental Management Products for Dentists just like you. Not sure what you need? For more information or a complimentary assessment please contact McKenzie Management at Toll Free 877-777-6151