 |
 |
|
|
Question: say you are a happy, loyal patient in a dental practice. The team is friendly, caring, and considerate...you have no complaints. You have no reason to change dentists but...your spouse announces that a new dental plan is being put in place at work and your dentists is not on the list of participating dentists. Do you leave the practice where you have been happy?
I pose this question to dental teams I work with. It's a tough question, and it often requires a lot of contemplation. In theory, a majority of your patients facing this difficult question would say, "I would stay where I feel secure and well cared-for. I'd prefer to stay with a practice that has won my trust." Problem is, theory is not always reality.
This is an unsettling question for those practice who have worked hard to win the trust and loyalty of their patients only to see them "question" whether they would stay or go.
The awful truth is that most patients say they would go to another dentist if their current dentist where not participating in the new insurance plan. Now, don't get mad at me, I am just relaying the truth. Of course, not all patients would switch, but a significant majority would. Those that don't switch stay because of the relationship they have with their current dentist. That's the good news. The ones that do leave, do so because it is financially prudent. That's the bad news! Their decision to go or stay is a matter of money.
When your patients are presented with this dilemma, they go back and think about the inconsistencies of service, how they were treated, how the team expressed concern for their welfare, etc. When the practice delivers consistent care and service, the patient naturally feels a greater allegiance toward the practice. Is it enough?
So here's the deal...your practice can weather these "managed care storms" but they can't be dealt with a band-aid and some aspirin. It requires an attitude and a solid practice philosophy that it is understood and lived by every member of your team everyday. It means that the entire team must understand the goals of the practice and apply focus along with intensity behind that focus on achieving those goals. When patients see and feel that the team truly believes in the practice, when they experience the power of a loyal team, it builds patient confidence and patient loyalty.
So, let me ask again...if your patients were faced with the choice of changing dentists to save themselves an estimated $1,000 per year, would they chose to stay or chose to go?
Continued Success to you and your Team!
Sincerely,
Art Deden
Vista Practice Management
www.vista-practice.com
If I can be of further service to you, your family, friends or business associates - please let me know. Most of our business comes from referrals; please tell others of our services... DONT KEEP US A SECRET.
