Not all patients will accept treatment on the first visit, but that doesn’t mean they aren’t worth pursuing.
Did you know that when patients refuse treatment during their new patient appointment, it can take up to five attempts to get their commitment and buy-in? It’s all about follow-up, follow-up, follow-up when it comes to your unscheduled treatment list.
How does your team track new patients who refuse treatment during the new patient exam? The goal of unscheduled treatment follow-up is to keep in touch with your patients in a way that adds value rather than annoyance. The pace and tone of your follow-ups may change over time or on a case-by-case basis, but they should never stop because your patient was not ready to buy on that particular day.
Top Four Rules for Converting Unscheduled Treatment
Use a Follow-Up Schedule
- Don’t leave it up to chance with your follow-up. Lack of a plan prevents the majority of treatment plan coordinators and patient advocates from converting unscheduled treatment. It is critical to develop a follow-up system that specifies when and how follow-ups should occur.
- Don’t give up after just one call! The more intensive the treatment plan, the more follow-up is required for the patient to progress. Treatments costing more than $5,000 are considered a major life purchase. It may take up to 8 to 10 follow-up attempts over the course of a year for the patient to make a purchasing decision.
Use Different Forms of Contact
- Make the most of your resources by reaching out to your patients in multiple ways. Email, phone, text message, social media, and snail mail are all options. Everything is available for your use!
Track Your Attempts
- Once you’ve implemented a system in your practice, the question is, “Is your team using it?” Are your patients getting in touch with you? Is the follow-up procedure being used? Are notes taken to document each attempt? Track your team’s efforts to convert your patients and accept their treatment using a spreadsheet.
Ask for Permission
- If the patient you’re speaking with isn’t going to schedule their next appointment, ask for permission to follow up at a later date at the end of a phone call or appointment. Here are a few examples:
- “Alright, Tim, I understand you would like to talk to your wife. Do you mind if I follow up with you next week? Perfect. Be watching for my call, and please don’t hesitate to reach out if you or your wife have any questions if I don’t call first!“
- “I totally understand that you’re not quite ready to schedule this next appointment yet. Do you mind if I give you a call next week to see how you’re feeling? I want to make sure we help you get the care you’re in need of. What time of day is best for you?”
There must be a balance between communicating with the patient in a timely manner so that they understand the importance of receiving treatment and not bothering them so much that they become irritated and do not schedule at all.
Time Agreed Upon
If there was an agreed-upon time to talk next, that would be the time to follow up.
- For example, if the insurance company needed to be contacted and they can be reached the following business day, then follow up then.
- Another example is if the patient needs to speak with their spouse and the plan is to speak with them over the weekend, the follow-up would be on Monday.
Unscheduled Treatment Follow-Up Schedule
- First Attempt – Day 1 – Call & Text
- Second Attempt – Day 3 – Call
- Third Attempt – Day 4 – Text
- Fourth Attempt – Day 5 – Snail Mail
- Fifth Attempt – Day 9 – Call & Email
- Sixth Attempt – Day 25 – Call
If the patient does not schedule treatment after the first month, enroll the patient in an unscheduled treatment nurture campaign (drip campaign). This campaign will be an effective tool in helping you build your relationship with your patient. Follow up with your patient at least once a month for at least 12 months using various tactics.
Any text messages or emails sent to your patients should include images of you and your team members. Personal and thoughtful communication with patients is intended to start a conversation that can lead to a scheduled appointment.
Most front-office team members are hesitant to call a patient a second or third time after “bugging” them the first time. In reality, we live in a fast-paced world, and many people value follow-up!
Verbiage examples:
- “Hello, Sarah! This is Scott calling from XYZ Dental. I was calling as a courtesy to follow up with you about your insurance question. We are here to answer your questions at your convenience. Please call us back on this number and we will gladly help you. Have a great day!”
- “Hi, this is Sally from Dr. Smith’s dental office. We’re checking in to see what your plans are for the treatment Dr. Smith recommended a few weeks ago. Do you have any questions we can answer for you?”
- “Hi, this is Sally from Dr. Smith’s dental office. We’re checking in to see what your plans are for fixing that cracked tooth Dr. Smith recommended back in December. Hope you had a great holiday season.”
Tips
- Ask the patient if you can assist them, and remind them that you are there to assist them in getting what they want, and that you can go over all available options.
- For example, whether in-house or through a dental finance company, you can provide financing options.
- Many patients are simply afraid of receiving treatment. If this is the case, the best thing you can do for them is to counteract their fear with what could happen if they do not take action, as the condition will not improve on its own.
- When communicating with patients, always use the name of the doctor who performed the exam, such as “Dr. Smith wanted me to call…”
