The Importance of Patient Relationships
Dentist Case Study #188
The doctor’s concerns: When the dentist from this case study came to us, she was struggling with patient retention. She was also seeing fewer new patients each month and regularly dealing with last-minute cancellations and no-shows. As you can imagine, she was frustrated and ready to make the necessary changes to create a loyal patient base and ultimately grow her practice.
That was about two years ago, and after working with McKenzie Management she’s noticed many positive changes. Here are some of the current practice stats:
• The number of new patients has increased by 20% a year, with about 80% of those new patients coming from referrals. The others typically make an appointment because they’ve seen the ad she started placing in the local newspaper or because she accepts their insurance.
You’re probably wondering how this doctor, who was once struggling, has achieved so much success. Yes, she spent some time working on her systems, but she also started focusing more on building patient relationships. She now understands dentistry isn’t just about creating beautiful restorations. It’s also about the people.
Without patients, you don’t have a reason to come to work each day. But, patients have a lot of options these days, so if they don’t feel a connection to your practice, there’s a good chance they’ll seek that connection elsewhere. The doctor in this example took the necessary steps to build these relationships and grow her practice – and you can too.
Focus on Customer Service
Here’s how this doctor improved customer service in her practice:
• Made sure fees weren’t the highest in town.
This doctor truly goes out of her way to make sure patients have an exceptional experience – and as you can see from the practice numbers, it’s really paid off. Implementing even a few of these ideas into your office will go a long way in enhancing customer service, building patient relationships and growing your practice.
Maintain Patient Relationships
To get more patients on the hygiene schedule, she offers exams and radiographs for free. This gets patients without insurance in the chair so she can educate them about the importance of oral health, as well as diagnose any problems that need treatment. During case presentations, her Treatment Coordinator continues the education and also talks with patients about financing options such as CareCredit.
She also has found a way to ease the pain and frustration that comes with broken appointments. The Scheduling Coordinator recently implemented an “On Call Program” for patients who live nearby. If they can come in on short notice, they receive a 10% adjustment to their fee. This helps alleviate the chaos last minute-cancellations bring, while also helping ensure the practice meets daily production goals. And of course, patients feel good about getting a financial incentive.
Make Patients a Priority in Your Practice
McKenzie Newsletter Information:
To unsubscribe: To discontinue receiving the Sally McKenzie eManagment newsletter,
click on the link at the very bottom of this page for instant removal,
To report technical problems with this newsletter or to request technical help,
please send a descriptive email to: email@example.com
To request services, products or general inquires about The McKenzie Company activities
please send a descriptive email to: firstname.lastname@example.org
If you would like to have any of your dental practice concerns answered personally by Sally McKenzie,
please send a descriptive email to her at: email@example.com
Copyrights 1980-Present The McKenzie Company - All Rights Reserved.