Do's and don'ts for new patients: Improve the new patient experience

2016 11 18 14 42 01 206 Practice Success2 400

Ensure that more new patients become loyal, long-term patients by creating a positive initial experience for them. Each aspect of the new patient experience should be planned and scripted for maximum effectiveness. The practices that exceed expectations during patient interactions will continue to grow and be successful.


Explain payment policies to patients before issues arise. Make sure all new patients (and those about to incur significant out-of-pocket charges) understand their financial responsibilities. Avoid getting into situations in which treatment has been completed before payment in full is received. This often results in collection problems and unpleasant patient interactions.


Don't keep new patients waiting. When new patients call, schedule them within seven days. The day they arrive, make sure their new patient experience does not include waiting too long to go back. Waiting creates the wrong impression and can make patients wonder if they've made the right decision about where to get oral healthcare.

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

The comments and observations expressed herein do not necessarily reflect the opinions of, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.

Page 1 of 515
Next Page