The Top Reasons Patients Leave your Dental Practice

The Top Reasons Patients Leave your Dental Practice

Most of the listed reasons below can be solved with improved practice systems and better communication

Financial/Billing/Insurance

  • The practice doesn’t accept the patient’s plan—not in network
  • Billing error not resolved to patient’s satisfaction.
  • Repeated insurance or billing errors.
  • Unexpected charge shows up on their bill.
  • Patient feels the dentist’s fees are too high.
  • Patient not informed what their portion of the bill will be after insurance pays.
  • Unhappy with office’s financial policy.

Dental Personnel

  • Personality conflict or disagreement with an employee.
  • Staff member was rude or not helpful.
  • Treated rudely or abruptly on telephone.
  • Staff did not have a professional demeanor.

Procedures/Services

  • Treatment questions that were not answered.
  • Pain during treatment.
  • Lack of privacy during treatment.
  • Post-treatment problems.
  • Hygienist was too rough.
  • Disagreement with recommended treatment plan, and no alternative treatments offered.
  • Lack of explanation for treatment being rendered.
  • Patient felt they were being given a sales pitch.
  • Patient felt that they were being rushed through treatment in a production line.
  • Patient was embarrassed, and is ashamed to return.
  • Concerns about sterilization and cross-contamination procedures.
  • Dentist or staff didn’t wash hands when entering operatory.

Dentist Provider

  • Dentist seemed to lack interest in the patient and their concerns.
  • Dentist was a poor communicator.
  • Dentist did not have a professional demeanor.
  • Dentist has bad breath/ poor hygiene
  • Dentist was too rough and insensitive.
  • Patient lost confidence in the dentist’s treatment skills.

Office location/environment

  • Patient moves their residence to a different area.
  • Patient had job relocation.
  • Patient getting older, and prefers a closer office.
  • Unclean office.
  • Old and outdated furniture.
  • Office smells like a dentist’s office.

Misc.

  • Spouse pressures patient to switch to their dentist.
  • Patient attracted by marketing done by another office.
  • Patient heard about a high-tech procedure or equipment that another office had.
  • Office received bad reviews in social media.
  • Patient kept waiting too long in reception and treatment room
  • Phone message not returned.
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