Dentaltown January 2018 - 63
by Sandy Pardue
Sandy Pardue is an
internationally recognized
lecturer, author and
practice management
consultant. She
has more than 25
years of experience
in helping doctors with
practice expansion and staff
development. Pardue is known for her
comprehensive and interesting approach to dental office systems,
and offers a refreshing point of view on how to make a
practice more efficient and productive.
Patient retention
Patient retention is averaging 55 percent
or less, and this is a tremendous missed
opportunity. Practices are focusing on getting
new patients in the front door with little
attention on the best patients-the ones
that have benefited from their services in
the past. Work on adding value to visits and
building stronger relationships. It doesn't
matter how many new patients your practice
gets if you can't keep them. Patients are
falling through the cracks in most practices.
Experience has shown the longer a
patient stays away, the less likely he or
she will return to the practice. Many are
already embarrassed about their mouths.
The more time goes by, the more ashamed
they become about putting it off, so they
go somewhere else
One of the most important things you
can do to build a practice is to put your
attention on your current patient base. I
recommend that you do a reactivation project
at the beginning of every year.
Action steps for a reactivation project
An office generally starts a reactivation
project when it's desperate for patients, but
in reality, the reactivation attempts should
be ongoing. Patients get left behind because
no one goes back and works the past due
recall list and they stop sending recall cards,
texts and emails.
Step 1. Generate and print a list of
patients who have not been in for at least
six months and go back at least three to
five years.
Step 2. Choose a recall card that will be
mailed. You may also consider combining
this with emails to the patients. The recall
cards and emails should look different than
what you have been sending in the past.
Here's an example of what the message
could include:
Dear Jane,
We miss seeing you in our office. As you
know, when dental decay, gingivitis, periodontal
disease or other complications are discovered in
early stages, treatment is not complicated and
costs are less. Please phone the office at (insert
your phone number including area code) for
a convenient appointment.
Step 3. Communicate the same card
and email to the same group of patients
two or three months in a row.
This work to implement a patient
retention system will help close the back
door and keep more patients. Focusing on
patient retention will not only fill schedules;
it will also provide a steady flow of patients
for a much healthier practice.
dentaltown.com \\ JANUARY 2018
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Table of Contents for the Digital Edition of Dentaltown January 2018
Dentaltown January 2018 - Intro
Dentaltown January 2018 - Cover1
Dentaltown January 2018 - Cover2
Dentaltown January 2018 - 1
Dentaltown January 2018 - 2
Dentaltown January 2018 - 3
Dentaltown January 2018 - 4
Dentaltown January 2018 - 5
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Dentaltown January 2018 - Cover3
Dentaltown January 2018 - Cover4
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