Why Does Dental Patient Retention Matter?

Patient retention in dentistry means keeping existing patients engaged and returning for regular care rather than seeking treatment elsewhere.

The basic patient retention rate formula is:

[(End Period Patients - New Patients) / Start Period Patients] * 100

For example, if you start the year with 400 patients, gain 60 new ones, and end with 392 active patients, your retention rate would be:

[(392 - 60) / 400] x 100 = 88%.

While many practices focus on attracting new patients, retention delivers far greater value since you don't have to spend more money on advertising to fill appointments.

The financial impact of improved retention is substantial. Not only do retained patients provide consistent revenue, but they're also more likely to refer others to your practice since they have more experience being your patient.

Obviously, retention is closely tied to attrition—the percentage of patients your practice loses over time—which can quickly undermine your growth efforts if left unchecked. The average attrition rate in the dental industry is 17%, so if your number is higher, it's time to make some changes.

Most practices have significant room to improve their retention strategies, especially by maintaining consistent, well-trained staff who build lasting relationships with patients.

9 Dental Patient Retention Strategies

Here are nine strategies to help you maintain your patient base:

1. Prioritize Staff Consistency and Quality

Your team is the backbone of patient retention. 

Maintain a consistent staff presence by implementing effective hiring and retention practices, creating clear career development paths, and ensuring thorough onboarding and training programs. 

When hiring temporary staff, use a provider that carefully vets all candidates to make sure your patients are pleased with their results. For example, using dental staffing platforms like Teero can help you find pre-vetted dental hygienists in your area.

2. Implement Comprehensive Staff Training

A robust training program for dental staff goes beyond the basics. 

It covers a wide range of crucial skills, including effective patient communication strategies such as active listening, clear explanations, and empathy. The program should also focus on presenting treatment plans in an informative and persuasive manner, while addressing financial concerns.

Your team must also learn to navigate difficult conversations with patients, including those involving treatment complications. This involves conflict resolution techniques and maintaining professionalism under pressure. Cultural competency training fosters a welcoming and inclusive environment for patients from all backgrounds.

The training program should also prioritize ongoing education on the latest dental technology and techniques.

3. Track Additional Patient Metrics

The patient retention rate is just the tip of the iceberg when it comes to metrics. You should also track other metrics to keep an eye on patient behavior and trends, such as:

• Patient Churn Rate: This is the opposite of retention rate. It measures the percentage of patients who stop seeking treatment from your practice. High churn is alarming and necessitates investigation into the reasons behind patient attrition.

• Appointment Adherence: This KPI measures how many patients show up for their scheduled appointments. Frequent no-shows or cancellations can disrupt your schedule and revenue. If your appointment adherence is low, consider reminder systems, convenient scheduling options, or exploring reasons for missed appointments.

• Average Lifetime Value: This metric estimates the total revenue a patient generates for your practice over the entire duration of their relationship with you. A high lifetime value indicates successful long-term patient relationships and effective treatment planning.

  
  

4. Create a Digital Communication Strategy

A digital communication strategy helps you stay in touch with your patients and keeps your appointments top of mind.

For example, automated appointment reminders can reduce no-shows and save staff time. 

Additionally, text messaging can be used for quick updates about appointment availability or lab results. Another way to engage patients is through personalized email newsletters that share oral health tips or practice news. 

An active social media presence can also showcase your practice culture and connect with patients.  

Finally, online chat options can provide quick answers to common questions and improve accessibility. By offering multiple communication channels, you demonstrate to patients that you value their time and preferences, which ultimately increases their satisfaction and loyalty.

5. Personalize Patient Experience

Your practice management system can do more than just schedule appointments. For example, imagine greeting a patient by name and asking about their family or recent vacation—details you've noted from previous conversations. 

This personal touch shows you care and builds rapport. Or, consider sending birthday cards or appointment reminders via their preferred communication method—email, text, or phone call. This level of personalization strengthens the patient-provider relationship. 

Additionally, tracking appointment history allows you to identify patients who consistently miss appointments or haven't been in for a while. You can then reach out with targeted communication to address any concerns and encourage them to return to your practice. 

Remember, a little personalization goes a long way in making patients feel valued and understood, which ultimately leads to increased loyalty and practice growth.

6. Implement a Quality Assurance Program

Implement a system of regular checks to ensure patients are happy with the service.  

You can do this by sending out patient satisfaction surveys and making follow-up calls after treatment. 

Track the success of different treatments and have a clear process for resolving any complaints.

For example, a patient satisfaction survey might reveal that patients are unhappy with wait times. You could then take steps to reduce wait times, such as hiring additional staff or streamlining your check-in process.  

Similarly, a follow-up call after a complex procedure could uncover that a patient is experiencing unexpected side effects; you can then schedule an appointment to address these concerns.

Use all this information to improve your service and show patients that you care about their experience.

7. Create a Comfortable Practice Environment

A welcoming environment reduces anxiety and encourages return visits.

For instance, patients will feel more at ease in a modern, well-lit facility with calming colors and artwork. Comfortable seating and reading materials in the waiting area can help pass the time. 

Additionally, offering amenities such as complimentary beverages, WiFi, or calming music can do wonders for the overall impression you leave on the patient. 

Ensure the space is clean and uncluttered, with clear signage to guide patients through the facility.

8. Develop Treatment Plan Transparency

When it comes to treatment plans, build trust through clear communication.

For instance, you could provide patients with a clear breakdown of the costs associated with a root canal, including the procedure itself, any necessary medications, and follow-up appointments. 

Additionally, you could outline alternative treatment options, such as tooth extraction, and explain the pros and cons of each. 

By being upfront about the financial aspects and potential outcomes, you empower patients to make choices that align with their budget and overall health goals, which builds trust and encourages them to continue their care at your practice.

9. Establish a Patient Loyalty Program

Patient loyalty programs and memberships encourage long-term patient relationships and regular visits. 

For instance, a dental practice could offer a membership plan that includes two annual cleanings, X-rays, and a discount on other services for an annual fee. This provides uninsured patients with access to affordable care and incentivizes them to choose your practice for all their dental needs. 

Additionally, consider creating a package for preventive care that bundles services like fluoride treatments and sealants at a reduced price, making it more appealing for patients to prioritize their oral health.

Loyalty programs can also take various forms. 

A simple points system where patients earn points for every visit or referral, which they can then redeem for discounts or free services, can be very effective. 

Alternatively, you could offer a tiered rewards system where patients unlock greater benefits as they accumulate points. 

Recognizing patients on their birthdays or anniversaries with a personalized card or a small gift can also go a long way in fostering patient loyalty and making them feel valued. Remember, these small gestures can make a big difference.

Use Reliable Staffing to Boost Retention

Patient retention isn't just about keeping familiar faces in your chairs—it's a crucial driver of practice profitability. Implementing these retention strategies effectively requires a stable, reliable team. 

In today's challenging environment of staffing shortages and rising overhead costs, maintaining consistent quality care can be difficult. 

Teero’s dental staffing platform ensures you have the right professionals when you need them, helping maintain the high-quality care your patients expect. By partnering with Teero, you can easily find qualified dental hygienists for temporary or permanent positions.

Give us a call to learn more about how we can support your practice's growth.