Why did You Leave Your Last Dentist? (Part I)
Q: I don’t have a question, but I just want to comment: I think it’s horrible that doctors do not run on time. I don’t run my business like that. The why coat is not a free pass to keep patients waiting!
A: I here ya brutha! On the lecture circuit, (Vegas coming up, November 16th at the Tropicana.) I open by asking the room full of doctors: “How many patients in a successful solo practice should be in a four-chair waiting room? “Ninety-nine percent of the time their answers range from one to four patients. Most will answer: “Four”; a full house.
The correct answer, in my opinion, which is based on my own practice, is ZERO. How? The previous patient has left just before the next patient enters the waiting room. Since I am usually running on time, when the new patient enters the waiting room as they bend down to pick up a magazine, my patient care coordinator, Anette, politely exclaims: “Mrs. G.; come on back to the operatory; we’re ready for you!” Hence; an empty waiting room. Believe me. I have changed doctors for chronically being late; among other things.
My staff and I meet every morning to discus what can we do better for patient retention i.e. how do we make folks happy?
A nation wide study shows the most common reasons for leaving a dental practice are broken into four categories, which we will address over several columns. My staff and I decide how to prevent this EVERY DAY.
- The doctor
- The staff
- The treatment
- Financial matters.
- The doctor: shows lack of interest in patient’s concerns, poor communicator, patient feels quality of work is an issue, lack of professional demeanor, BAD BREATH, rough with hands, bad publicity in news media, too long a wait, phone message not received.
- Bring up these issues to the office manner so improvements can be made to help you and your fellow man and woman.
Next week: #2. The staff.