Acquiring a dental practice can be an exciting opportunity for growth, but it also comes with challenges, especially when it comes to patient retention. Patients form strong relationships with their dentists, and a sudden change in ownership can leave them looking for a new dentist elsewhere. Properly transitioning patients over to your new practice is key to maintaining their trust, ensuring continuity of care, and contributing to the practice’s long-term success. How can you have a smooth dental practice acquisition without losing patients?
Communicate Early and Often
One of the most important aspects of patient retention is communication. Patients should not find out about the transition through rumors or by coming in for their six-month cleaning only to find out that their old dentist left. Instead, they should hear about it from the selling dentist in a way that reassures them that they’ll still be able to receive high-quality care from a compassionate dentist.
How can you communicate the change?
- Letter or Email Announcement: Send a letter or email from the current dentist explaining the transition and introducing the new owner or dentist
- In-Person Introductions: If possible, schedule meet-and-greet events where patients can interact with the new dentist
- Website and Social Media Updates: Provide clear messaging about the transition on the practice’s website and social media pages, including pictures and biographical information on the new dentist
- Personalized Outreach: For high-value or long-term patients, a personal phone call from the seller or buyer can help ease concerns during a dental practice acquisition
Retain Key Staff Members
Patients often develop trust not just with their dentist but also with the hygienists, assistants, and front office staff that they interact with. Retaining key team members during a dental practice acquisition can provide patients with a sense of stability and reassure them that, while the dentist might be changing, the care team won’t be. If possible, discuss staff retention with the selling dentist before finalizing the acquisition. Depending on the specific situation at the practice you’re acquiring, you might want to consider offering signing bonuses or incentives for employees to stay.
Offer Continuity of Care
One of the biggest fears patients have during a dental practice acquisition is whether their current treatment will be disrupted. Reassure them by emphasizing that their existing treatment plans, records, and insurance agreements will remain intact. Make sure that you prepare behind the scenes so that patient records, treatment plans, and other details are seamlessly transferred from the current dentist to the new dentist. By addressing patient concerns head-on, you can help patients feel comfortable staying with the practice.
Offer Incentives to Stay
A small incentive can encourage hesitant patients to stay with the practice. Consider offering promotions or special perks to make the transition more appealing, like:
- Discounted cleanings or exams for the first visit with the new dentist
- Referral bonuses for patients who recommend the practice to friends and family
- Loyalty rewards for long-time patients
While financial incentives are one option, loyalty rewards could include things like a thank-you card or an entry to a raffle for a nice electric toothbrush or free whitening treatment.
Be Open to Feedback
Finally, be proactive in gathering patient feedback. Understanding their concerns can help you fine-tune your approach and improve patient satisfaction. Additionally, by listening to patients and making necessary adjustments, you can further solidify their trust in the new ownership. Not sure how to collect feedback?
- Send out surveys via email or text after their first visit
- Have front desk staff ask patients about their experience
- Monitor online reviews and respond professionally to any concerns raised by patients about the dental practice acquisition
Keep Your Patients Happy with APEX Reimbursement Specialists
If you are ready to upgrade your patient experience this year, APEX Reimbursement Specialists is here to help. Contact our team today by calling (410) 710-6005. We look forward to working with you to make your practice a more profitable place.