Do's and don'ts for reactivating patients: Improve patient retention

2016 11 18 14 42 01 206 Practice Success2 400

In the past, the loss of patients could be easily overcome by a higher level influx of new patients. For today's dental practices to remain strong, they need to retain a higher level of their patient base. When patients become overdue or inactive, don't write them off as lost -- implement a reactivation system.


Call and show patients that you miss them. Contact the patients, preferably using their cellphone number, and use a scripted message demonstrating the 3 C's: caring, concern, and compassion. Repeat this call using progressive scripting three times with two-week intervals between each call.


Don't forget to highlight the value of dental care. Send emails that explain the benefits of preventive care, express the practice's concern that the patient is overdue for an appointment, and encourage them to call the practice and make an appointment. Three emails should be sent three weeks apart with progressive information to encourage the patient to return to the practice.

Roger P. Levin, DDS, is the CEO of Levin Group, a leading dental management consulting firm, and one of the most sought-after speakers in dentistry. Dr. 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.

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.

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