What Dentists Should Know About Patient Retention

Key Takeaways

• Retaining existing dental patients is significantly more cost-effective and profitable than acquiring new ones.
• Implement flexible appointment options, transparent pricing, and personalized customer service to improve patient experience.
• Use dental software to streamline operations and enhance patient communication.
• Continuously analyze patient data and adapt your strategies to meet your patient base’s evolving needs and preferences.

Everyone knows they should visit the dentist every six months for a checkup. That’s a good enough patient retention strategy, right?

Emphatically, no.

Dental practices must be proactive about patient retention to ensure steady revenue throughout the year and for long-term success.

Keep reading for important points every dentist needs to know about keeping their patients on the calendar year after year.

Importance of Patient Retention for Dental Practices

Patient retention is the ability of a healthcare practice to keep its patients returning for ongoing care and services. The success or failure of retention is typically measured as the percentage of patients who continue to visit the practice over a specific period.

For a dental practice to be successful, it needs to maintain a certain number of patients, as this fosters loyalty and builds a strong reputation in the community.

Dental care providers can greatly impact their bottom line by prioritizing the satisfaction and engagement of existing patients, so they keep coming back.

Retaining patients reduces patient acquisition costs, drives revenue growth, and increases the overall value of each patient relationship.

Overall, the importance of patient retention can be summarized by its effects on:

1. Cost efficiency: Retaining existing patients is significantly more cost-effective than acquiring new ones. It costs six to seven times more to attract a new patient than to retain an existing one.
2. Revenue growth: Increasing patient retention rates by just 5% can boost profits by 25% to 95%.
3. Patient lifetime value: The average lifetime value of a patient can be substantial, making retention a key driver of long-term revenue.

Common Reasons Patients Leave Their Dentist

Patients leave their healthcare provider and stop booking appointments for all kinds of reasons.

Patient retention rates may never be 100%. However, there are common reasons for leaving, including:

• Difficulty scheduling appointments: Limited booking options can frustrate patients.
• High treatment costs: Expensive treatments without flexible payment options can discourage patients from continuing treatment.
• Poor service: Lack of trust or poor service can cause patients to switch to another provider.

Retention Strategies

Why do people stay with one provider?

People may return to one provider for years for many reasons, such as proximity to home or work, ideal Tx costs, or the hassle of switching dentists.

The three principles of patient retention are:

1. Loyalty
2. Continuity of care
3. Patient satisfaction

Dentists should focus on the following strategies to improve patient satisfaction, loyalty, and, ultimately, the success of their practice.

1. Follow-up appointments: Schedule the next appointment before the patient leaves the office.
2. Flexible payment methods: Offer diverse payment options to accommodate different financial situations.
3. Personalized customer service: Build strong relationships by providing customized care and attention.
4. Strong online presence: Maintain an informative and user-friendly website and engage with patients on social media.
5. Patient-centered care: Focus on the needs and preferences of your local area.
6. Clean and welcoming environment: Ensure the office is clean and inviting to make patients feel comfortable.
7. Latest software: Integrate the latest dental solutions to improve patient care and satisfaction.

9 Ways to Use Dental Software to Improve Patient Retention

You and your staff can do many things in your office to encourage patients to return.

Everyone loves walking into a warm and inviting environment, seeing small water bottles in the waiting room, and friendly and responsive front desk staff. But you might be doing all of those things already.

To optimize patient retention and expand communication efforts, rely on your dental software (practice management system and EHR).

Dental software can significantly enhance patient retention by improving the overall patient experience and streamlining various aspects of dental practice management.

Optimize the following with your dental patient management programs:

1. Online Appointment Scheduling

Let patients book appointments online at their convenience.

Online booking tools reduce no-shows and make it easier for visitors to find suitable times.

2. Automated Reminders

Send automated reminders via email or SMS text to help patients remember their appointments.

Appointment reminders reduce missed visits and last-minute appointment cancellations. Reminders also improve adherence to treatment plans.

3. Telehealth Services

Offer virtual consultations to make accessing care easier, especially for follow-up visits or minor issues.

4. Electronic Health Records (EHR)

EHR systems enable better patient information management and more personalized and efficient care.

Individualized care can lead to improved patient outcomes and satisfaction.

5. Patient Portals

Patient portals provide a secure way for patients to access their health information, contact their dentist, and manage appointments and billing.

Online portals are typically connected to your EHR data and offer transparency and ease of access that can boost patient trust and loyalty.

6. Feedback Programs

Start digital feedback programs to allow patients to effortlessly provide feedback on their experiences.

Platforms like Doctible can automatically send online review requests after appointments. Positive feedback can be sent to review sites like Google, Yelp, and Facebook, while negative feedback is sent to your office for a response.

Info from review requests helps practices identify improvement areas and show patients that their opinions are valued.

7. Educational Content

Provide patients with educational materials through your website’s blog or patient portal.

Design or choose resources to help them understand treatments and the importance of regular dental care, fostering a sense of involvement and commitment.

8. Loyalty Programs

Use technology to manage patient loyalty programs and reward patients for their continued patronage.

If used correctly, loyalty programs have a proven effect on patient retention and satisfaction.

9. Data Analytics

Leverage data analytics to identify trends and patterns in patient behavior. Use your insights for more targeted retention strategies and personalized care.

Continuously analyze patient data and adapt your strategies to meet the evolving needs and preferences of your patient base.

Keep Them Coming Back With Doctible

Dental practices can create a more efficient, patient-centered experience that encourages long-term loyalty and satisfaction by using all or a combination of the above digital solutions.

Patient messaging platforms like Doctible offer a range of retention tools to dentists to make the process easier. Check out Doctible’s suite of patient retention solutions today.

FAQs

How can dentists measure patient lifetime value (LTV) for patient retention? Use the following formula:

LTV = (Average Revenue Per Appointment) x (Average Number of Annual Appointments) x (Estimated Patient Lifespan)

What is the best way to incentivize patient loyalty programs? The most effective way to incentivize patient loyalty programs is to offer a combination of relevant and valuable rewards, such as discounts on services, free screenings, or exclusive access to events. Make sure the program is easy to understand and participate in.

How can dentists use patient feedback to identify areas for improvement and tailor retention strategies accordingly? The best way to address specific concerns from patient feedback is to consider what changes should be implemented in your practice. Pinpoint areas for improvement, like communication, appointment scheduling, treatment options, and overall patient experience based on review comments.