Dental Tribune United Kingdom Edition

F or dental practices these days, one of the main con- cerns is concentrating on how many new patients come in to the practice; however, the ones that leave can be easily forgot- ten and the reasons why patients have left are usually pushed to the back of the dentists’ mind. As a dentist you may want to keep hold of as many patients as you can, so for your infor- mation here are some of the top reasons why people decide to change to a new dental practice. 1The practice doesn’t offer the patient what they want. Patients who require special treat- ments, no matter what area it is in, may decide to look somewhere else for their dental treatment if their current practice does not of- fer or specialise in that area. 2 Patients are not aware of what the practice does. Patients haven’t done the mind reading course. If you don’t advertise what special treat- ments and facilities the prac- tice has to offer the patients aren’t going to know, and as a result, they may go elsewhere for treatment that YOU can offer them. As one source said: “The re- ality is that patients spend most of their time in your office looking at the ceiling: So unless it’s written there, your patients most likely haven’t read about it.” – Maybe this is the way forward for adver- tising? 3 The treatment doesn’t meet the patient’s expecta- tions. For many patients, if the treatment that they receive fails to meet their expectations they may look elsewhere for future dental work. Communi- cate with your patients to find out what they’re really think- ing. Also, if a patient is made to feel uncomfortable by their den- tist they may consider leaving and taking their business elsewhere. 4 Quality of service. It’s not just dental work that can leave a lasting impression on a patient; the level of friendliness and service from all members of staff, such as the reception- ist, will leave an impression, and could decide for a patient if they stay or leave. This is also true for the level of care that is provided – it only takes a moment to take notice and talk to a patient to cover any fears that they may have. Treat them as an individual with needs, and not just as a form of income. 5 Patients are worried about how long they have left it since their last visit. Accord- ing to sources, people would rather go to an entirely new dentist rather than face a dentist they’ve avoided for a long time. To avoid this from happen- ing simply let the patient know that you will be there to treat them when they are ready. You could even find out how you could make it more conven- ient for them. 6Prices are not made clear or explained. One of the most com- mon complaints about visiting the dentist is the cost; however, ex- plaining the cost of various treat- ments to your patients could make a huge difference to how they feel about paying for treatment, and less hesitant about paying for treatment in the future. Re- member, people will tend to Why patients love and leave you ‘According to sources, people would rather go to an entirely new dentist rather than face a dentist they’ve avoided for a long time’ page 12DTà Patients can be put off if they’ve left it a long time since their last appointment page 13 Business Management Tribune Amelia Bray calls for answers All in a day’s work pages 14-15 Business Management Tribune Julia Dawson looks at top quality care Out of hours pages 16-17 Business Management Tribune Ernestine Wright discusses how to systemise your practice Progress not perfection page 18 Business Management Tribune Sharon Holmes discusses staff recruitment Looking for opportunity Business ManageMent triBune Dental Tribune looks at potential reasons why patients leave their dental practices