Losing patients under any circumstances is difficult. Add a pandemic on top of that, and you're in a dire situation. Amid the serious health, safety, and financial concerns resulting from COVID-19, patient attrition will automatically happen. Patients who are afraid will simply wait to come back, and others who feel economically anxious may opt out until the economy recovers, which may take four to five years. During this time, you must always be proactive about getting patients back in the office.
Create the right scripting. We recommend the following script: "Our practice has always followed all CDC and ADA guidelines, and patients are completely safe in our office." Whatever you choose to say, it should be positive and provide reassurance regarding any safety concerns.
Don't forget that you must reactivate any patient without an appointment. Keep in mind that the word reactivate now refers to any patient without an appointment. In the past, it referred to patients who had not been to the practice in the last 18 months; however, these times require that practices keep the patient base at the highest potential level. This is a critical factor in the short-term and possibly long-term success of the practice.
Dr. Roger P. Levin is the CEO of Levin Group, a leading dental management consulting firm, and one of the most sought-after speakers in dentistry. Levin has authored 65 books and more than 4,000 articles on dental practice management and marketing. You can sign up for the Levin Group Tip of the Day.
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