Top 10 Ways to Improve Your Practice’s Patient Retention Rates

Thriving dental practices are built not only on acquiring new patients, but also on maintaining an existing and loyal base of satisfied ones. Patient retention is critical to the success of any dental practice, especially in this highly competitive industry, and is far less costly than the continuous acquisition of new patients. About 5 times less costly to be exact, making patient retention just as important (if not more) from a practice cost and revenue standpoint.

Building long-term relationships with patients is key to retaining them, but this takes a well thought out and executed retention strategy to keep them engaged and coming back for repeat visits. In this blog, you’ll find ten tips on how to maximize your dental patient retention and keep your schedule full.

While this one seems like a no-brainer, it’s essential to provide an exceptional experience to your patients from ease of appointment scheduling, how they’re welcomed at the front office reception upon arrival, their appointment experience regardless of the service being provided, and their appointment completion process. Be kind, patient and caring. Show empathy and respect. If a patient is talking to you, stop and really listen to what they’re saying. Providing a positive experience throughout every interaction with your practice will ensure your patient is satisfied and will return for further treatments or examinations.

Many people experience symptoms of anxiety when they go to the dentist. If your office and waiting room are drab, uncomfortable, dirty, or too “sterile,” their dental anxiety will be inevitably high. Of course, the exam rooms need to be clean and sanitary. But, the waiting room should feel warm and inviting and have comfortable seating for patients. Offer free Wi-Fi, purchase quality furniture, and use artwork or décor that promotes feelings of relaxation.

Self-scheduling enables your patients to book their appointments online through a portal, website or text messaging, anytime, day or night, without staff interaction. Self-scheduling is a fast and convenient way for patients to book a time that’s convenient for them. It also frees up your staff time by no longer being burdened with tracking patient schedules and your practice calendar, allowing them to focus on other tasks that support a better experience for both new and returning patients.

If existing patients are happy with the experience and level of care your practice provides, they’ll be more inclined to refer you to family and friends. Referrals and word of mouth are one of the best and most cost effective ways to grow your practice. In fact, 22% of people rely most on word of mouth from family and friends when selecting a new dentist. Ask patients for feedback on their experience by sending out surveys at the end of every visit. This demonstrates your desire to consistently improve and deliver a positive patient experience. When feedback is provided, be sure to follow through on practice enhancements that address their concerns.

Happy patients means they’re more likely to recommend your services to their family and friends. As mentioned above, consumers tend to trust the opinions of their friends and family members more than they trust advertising. Word-of-mouth is very effective and brings essential professional recognition. Encourage your existing patients to refer your practice by offering referral incentives, such as a discount on their next visit.

It’s more cost effective to retain existing patients than it is to attract new patients. If you schedule patients for preventative care appointments in advance, some may forget. Having a patient recall system will enable you to set up recall campaigns, which are automated reminders that are designed to ensure patients come back for their scheduled appointment times and future care with your practice.

When you respond to a patient call or promptly reply to their text or email, you’re letting them know how valuable they are to your practice. Without a timely response, they may seek other alternatives especially if they’re experiencing a dental emergency.

Patients desire to be treated with care, concern, and compassion. Train your dental staff to establish a warm and welcoming environment that fosters trust and comfort. Encourage them to greet patients with a friendly demeanor, offer reassurance during procedures, and show empathy towards any anxieties or fears. By providing compassionate care, you can create a positive dental experience that helps alleviate patient stress and keeps them coming back in the future.

Patient expectations are on the rise. They’re becoming more demanding and want more than just a solution. They want something in return for being able to choose their dentist. So make sure you differentiate from your competitors in the area to both attract and retain patients. For example, you can offer patient gifts such as oral hygiene kits or discounts on costs for new treatments like whitening, provide lip balm after their treatment, give the ability to watch TV or listen to soothing music during their treatment.

Attracting and retaining patients is critical to the success of any dental practice. Keep record of patient birthdays, as an example, and send them a happy birthday email or card. Send out holiday greeting cards or emails for special occasions throughout the year. Perform reminder calls for patients that haven’t visited for a cleaning in over six months. By implementing relationship marketing strategies, you can differentiate your practice from competitors and create a loyal patient base.