The Long Term Value of your Patient Experience - Brett Churnin

PATIENTS FOR LIFE!

Proven Systems to Engage & Retain

Benefits for the Practice Benefits for the Patient

What percentage of your patients should be coming in every 6 months?

What percentage of your active patient base do you think are coming in every 6 months?

REALITY

20% to 30%

WHAT’S IN A NAME?

What do you call it in your practice?

• In the treatment room?

• At the front desk?

• In your reminder notifications?

MAINTENANCE

What could be the advantages of calling it Active Maintenance?

Active Maintenance is the heartbeat of the Dental Practice

IMAGINE…

2000

active patients

1700

85% AM participation

1700 x 2/12 appointments

3400

potential AM appointments

3400 x $200 appointment cost

$680,000 potential revenue

2000

active patients

400

20% AM participation

400 x 2/12 appointments

800

actual AM appointments

800 x $200 appointment cost

$160,000 potential revenue

85% AM = $680,000 20% AM = $160,000

THE MISSED OPPORTUNITY

$520,000 lost revenue

So why aren’t 85% of your patients coming back every 6 months?

R elationship R eason R outine

Relationship is built through TRUST

Trust is built by demonstrating: 1. Benevolence 2. Capability 3. Integrity 4. Authenticity 5. Connection

Reason:

Two main reasons they don’t come back every 6 months

1. “no pain = no problem”

2. Lack of concern and awareness

DAMAGING RESULTS OF EXISTING CONDITIONS

Give them a REASON to return Your job is to implant the concept that the mouth is constantly......

degenerating

EDUCATE TO GIVE THEM A REASON TO COME BACK

MAINTENANCE & PREVENTION

ORAL-SYSTEMIC CONNECTION

ORAL CANCER SCREENING

Routine:

SYSTEMS & COMMUNICATION

My BARBER books me ahead!

1-2-3 TOUCH POINT PROCESS

1) Book the next AM appointment 2) Reminder 2-3 weeks prior by email or SMS 3) Reminder 1-2 days prior by call or SMS

What is being communicated?

1) When they’re booking their next AM appointment 2) When they’re reminded 2-3 weeks prior by email or SMS 3) When they’re reminded 1-2 days prior by call or SMS

The routine you want for your patients is the routine your team needs to be in

R elationship R eason R outine

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