Make sure you are doing these little things to win over new patients in an effort to make sure they keep coming back.
Watching the Superbowl recently made me think about the concept of winning. Although we often associate winning with sporting events, there are also ways you can win in your dental practice.
This all starts from the moment a new patient calls your office. That first impression is very important in building the relationship between the new patient and your practice. As an office manager, you can ensure the new patient’s first impression is a win by choosing the right team member to answer new patient phone calls. It should be a team member with a friendly personality who is a good representation of your practice.
It can also be very beneficial to have a new patient call sheet for team members to follow when scheduling appointments to ensure that they collect all the critical patient information, such as insurance and medical information. This can include whether the new patient requires pre-medication prior to dental appointments. That way your office is properly prepared when the new patient arrives for their first appointment.
Once you’ve won the new patient over with the initial phone call, continue the positive experience leading up to their appointment. By using Patient Engage, patients can fill out their new patient forms and questionnaires at a time that’s convenient for them in the comfort of their home. Make the confirmation process simple by confirming appointments by text and email.
When it’s time for the patient to come in for their new patient appointment, greet them with a smile. As dental professionals, we sometimes forget how terrifying a visit to the dentist can be for some patients and a warm smile and friendly greeting can help to put the patient at ease.
After the doctor has done the exam and any outstanding treatment has been explained to the patient, print the Treatment Case and present it to the patient so it’s easy for them to understand their financial responsibility and any estimated insurance benefits. Select the desired options when printing the Treatment Case to make sure the treatment plan is easy for the patient to read. One of my favorite options is to Use Dental Plan Maximums and Deductibles when a patient has dental insurance, so that Dentrix calculates the deductible and factors when the annual maximum has been met. You should also select the option to Use Patient Friendly Descriptions to help patients understand what each procedure is.
The day after the new patient’s visit, you could call them to see if they have any questions about their treatment plan. You could also send them a text message, an email, or letter in the mail thanking them for visiting your office. This will not only make the patient feel special but may also result in more new patient referrals for your office when they tell their family and friends about the great experience they had at your practice. You could also use Patient Engage to request patient reviews and manage your online reputation to attract more new patients in the future.
From the initial new patient phone call to the review request following the appointment, and all the steps in between, these are all opportunities for your practice to shine and for your office to win with your patients!
Learn More
For additional information, read the following:
- Patient Engage: Forms
- Deductibles, Benefits, and the Treatment Case Report
- Patient Engage Reputation Management
By Charlotte Skaggs
Certified Dentrix Trainer and The Dentrix Office Manager columnist
Charlotte Skaggs is the founder of Vector Dental Consulting LLC, a practice management firm focused on taking offices to the next level. Charlotte co-owned and managed a successful dental practice with her husband for 17 years. She has a unique approach to consulting based on the perspective of a practice owner. Charlotte has been using Dentrix for over 20 years and is a certified Dentrix trainer. Contact Charlotte at vectordentalconsulting@gmail.com.
