The answer to this question isn’t an easy one, and we’d have to be in your practice for an evaluation to get to the specific causes in your particular case, but let’s look at a few things that can definitely cause a lightening of your patient load.
POOR PHONE SKILLS: While every doctor likes to think it’s all about his/her skills and personality keeping patients in a practice, the front office phone skill is actually a stronger influence than liking or disliking the doctor. Your staff always need to maintain a friendly tone when speaking with a patient, no matter how busy, frustrated or flustered they may be. It’s a very old trick, but your staff should always smile as they answer the phone. It’s virtually impossible to sound crabby or rushed when you’re smiling. Next, patient issues need to be addressed at these calls, and not brushed off to a note that eventually gets tossed into the waste basket. I like to say the staff member who takes the call “owns” the call until a resolution has been reached. This means that if I take a call and it needs to be addressed by the financial coordinator, I don’t just leave her a note to call Mrs. Jones, but I ask later in the day if she’s had time to make that call. If she hasn’t, and will not get to it today, it’s my responsibility to call Mrs. Jones back and let her know the issue is being researched and she’ll get a call tomorrow or whenever the financial coordinator expects to get back to her……..and tomorrow I ask again! Taking responsibility is how we keep happy patients. Also, the phone should always be answered no matter how busy staff gets. If I’m standing at the desk and hear call after call obviously going to the answering machine, I know how important my call will be when I need to reach the office.
A DOCTOR WHO IS TOO BUSY: Being too busy is a wonderful thing, right? No, not really. When the doctor who patients loved because he spent time and listened to their concerns is replaced by the doctor who only pops his head into the room to ask if they need an exam this visit, it usually becomes time to find another doctor. While I know many of you feel that patient loyalty to your quality care will keep this from happening…I can unequivocally assure you that you’re incorrect. A patient who isn’t feeling appreciated by the doctor WILL move on. If you’re too busy, get an associate. Even if you plan to sell the practice in a couple of years, letting the patient base slip away just lowers the value of the practice and makes it much tougher to sell.
BEING WAY BEHIND THE TIMES: There was a time when patients knew absolutely nothing about technology and didn’t care if you had the most modern office or not, as long as they liked you. That time has passed. If you’re still using paper charts and non-digital X-ray equipment, your patients will notice. They’ll also assume that if your equipment is outdated, so are your skills. Whether you love or hate technology, you have to keep up with the most modern version of everything to be viewed as relevant and competent.
FIBBING ABOUT DENTAL INSURANCE: This is probably one of the biggest reasons patients come in for one visit, then move on. I know there are consultants who insist you must get the patient into the office….even if it means blowing by legitimate questions regarding insurance coverage. Saying “we accept all insurances” may not technically be a lie for a fee for service practice, but it sure feels like one to the patient when they get the bill for their co-pay…..very clearly stating they could have saved money by using an in network dentist. Whatever your feelings may be about insurances, be honest with the patients because there’s nothing in your practice that will “wow” them enough to compensate for what they feel was an outright lie.
As you can see, the reasons patients leave are as varied as the practices, but one thing stands out loud and clear…..if your patients feel that you and your staff really care about them as people, not just people who make you money, but neighbors and friends, they are much less likely to leave your practice. Ignore them, and they will go away!
