Do's and don'ts for patient management: Reactivate patients for the new year

Some of your inactive patients may be truly gone -- seeing another dentist, moved out of the area, or deceased -- but many others could return to active status if prompted to do so. The numbers can vary widely from one practice to another, but Levin Group clients are generally able to reactivate 80% of their inactive patients in 90 days.

What's the secret to their success? A combination of good scripting and target-driven persistence. By systematically contacting all patients you haven't seen for six to 24 months and saying the right things to them, your staff will bring many of them back to your chair.

Start by developing effective scripting. Your primary means of contacting lapsed patients will be by phone, so it's important that your front desk staff knows what to say -- to create the right impression and get the desired results. Write scripts that (a) express your (the doctor's) concern about the patient's oral health, (b) convey warmth, (c) respond effectively to any objections, and (d) secure an appointment.

Don't let reactivation take a back seat. Rather than allowing staff to place calls "when they get a chance," set targets for the number of calls per day -- and schedule time for this all-important job. A disciplined approach will yield excellent results.

Roger P. Levin, DDS, is the founder and CEO of Levin Group, the leading dental practice consulting firm in North America. For the complete list of dates and locations where you can attend his latest seminar, visit www.levingroup.com/gpseminars.

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