Acceptance of dental cases can be defined as the patient's acceptance to undergo established procedures. The acceptance rate of a dental practice's case percent or rate is simply the quantity of cases accepted per amount of cases (accepted as well as declined) that are presented to patients to be treated. Strategies for accepting cases will increase profits and help build confidence with patients.

The standard dental practice in the US has a 35-45 percent rate of acceptance. This means that between 55 and 65 percent of patients decide not to pursue identified dental issues. Even though around 50% of the population sees a dentist it is crucial to make the most of the opportunities to offer services when needed.

What are the reasons for low case acceptance rates for dental work?

  • Poor customer experience
  • Incapacity to provide a precise estimate of insurance/cost benefits
  • Insufficient follow-up for the work diagnosed as having not yet been set up (open plan of treatment)
  • Lack of trust in the staff and the provider
  • Financial hurdles

There are many obstacles that hinder patients from accepting the treatment they are prescribed. Trust, customer experience in the system, financial concerns, and the lack of communication are some of the most frequently encountered problems, but they can be addressed. Here we will examine how methods for accepting cases can improve the experience of your clients and boost their trust in your service.

1. Always Answer the Phone

The customer experience begins when a patient is first informed concerning your business. What are their impressions of the commercial, referral, or other ad that makes them want to call your office? Then, how was the phone handled? Did it get answered? Do you think it went to voicemail? A lot of dental practices fail to answer at least 60% calls that come in not answered. This is totally within your hands. Begin by answering the phone and making sure that the patient is to the line in a professional and courteous manner.

2. Greet the Patient Upon Arrival

You've scheduled your patient, and they've arrived for the first time. The successful DSO has a team of good employees to establish a positive and welcoming culture. This is your opportunity to "wow" them and provide the most enjoyable experience they can get when visiting the dentist. Introduce yourself to the patient by name. You are aware of who will be coming at the exact time, so when you have sixteen chairs at your workplace, you've got an educated guess as to who each patient is as they come in.

Then, make your intake records as short that you are able to. If there are things you don't use on your new patient paperwork that is 14 years old you should revise your process.

Make sure you give your new patient the gift of a free item. It doesn't have to be anything extravagant or expensive, but something that's branded featuring your logo or practice's logo is a great idea. It could be a tumbler an ice scraper (in the winter months) or a chip clip magnet, or anything else. It is a tangible way to show that the practice's gratitude for the choice of the dental practice that meets their requirements (or the capability to earn their confidence).

Also, be specific about the treatment you will provide to the patient as well as the person who will be helping them. You will know the hygienist or assistant who will be taking them to the treatment area and you must prepare the patient for that handoff. Provide them with the name of the teammate arriving to collect them from in the area of reception.

3. Establish a Personal Connection

Following the introduction to the office upon arrival some patients will need some additional attention. Patients who have expressed concern about anxiety, as well as those who are seeking an important consultation. The use of a treatment coordinator will help to maintain this level of expertise and can greatly increase the chances of your client accepting the services you propose.

In these instances, let your treatment coordinator perform the following:

  • Talk privately with the newly-acquainted patient (5-8 minutes maximum) in an intimate setting.
  • Ask questions to determine the expectations of the patient as well as the reason they picked your dental office, and the reason they chose to leave the previous dental office (if relevant). Replay the responses back to the patient to demonstrate your respect.
  • Create a rapport with the doctors by expressing your opinion on the choice of office for the patient. Refer to the experiences of the doctor, in the interest that of patient. Explain the reason and the procedures required for restoration.

You've set up your patient's experience to be in line with the patient's comfort and trust, but now is the time to talk about diagnosis in order to help the patient to say "yes" to your treatment strategy. It can be a difficult discussion, particularly in situations where there's more than the patient's initial concerns. In these cases, you should speak whenever you have to allow the patient to fill in the empty space.

4. Keep it Simple and Only Use Detail When Necessary

Diving into the procedure-by-procedure detail of the treatment plan is often overwhelming to a patient. The chance to explain and speak can make you feel relaxed However, be cautious. In giving too much detail about procedures without asking questions will decrease the chance of the patient confirming.

Begin with a brief outline such as "To address your concerns and get you to optimal health, taking care of [issue here], your total investment is [$__]." If the patient is in need of more information, they can know. It's perfectly acceptable for them to have a bit of silence while they go through the details.

5. Finance the Treatment Plan

The ability of a patient to pay could be a significant obstacle in gaining acceptance for a medical case. It is important to eliminate the barriers for the patient whenever it is possible. This can be as simple as using the current CareCredit account however, it may also require financing in-house. If it's a major treatment plan that has values higher than the typical thresholds for financing, you might want to consider the possibility of a partnership with local banks or a the credit union in order to offer patients an alternative route. The credit union is always seeking new members and take this as an opportunity to assist patients with their other obligations to pay while at the same time. Here are some things to consider when you negotiate the financial commitments necessary to finish the treatment plan

  • Provide third party financing, if it can't be arranged in a down amount, or a few installments.
  • If you are using financing in-house Don't be afraid to pay interest. Credit is something that people are able to comprehend.
  • Use auto-payment whenever you can. If a customer is resistant to auto-pay, there is the chance of going into default. Contact the merchant service provider to find out whether this is a service they offer.

The service that you offer patients with dental issues can decide the success or failure of your case acceptance rate. Strategies for accepting dental cases overall will help you earn more money while delivering superior the care of patients. As dental consultants, Skytale Group can help you develop case acceptance strategies. To find out more, start a conversation with us!