Reactivating Patients: Dental Consultant Tips

Create a mailing list of patients inactive for at least twelve months, a step dental consultants recommend. Include anyone with unscheduled treatment from the past year, expand the search back five years, and run it against the National Change of Address (NCOA) database for accuracy, a process dental consultants endorse.

Reactivation Postcards

Letters often go unread and postcards may be discarded, but dental consultants suggest detachable gift cards are more likely to be kept. These can be printed on paper or high-quality plastic (3.5X costlier), with better quality yielding stronger results, as noted by dental consultants. Many practices achieve a 10%-20% response rate without calls, and consultants recommend a $50-$100 value for effectiveness. Vendors can be found via Google search.

Using a mail permit can cut costs by 50% compared to first-class postage, though it requires additional preparation time, a tip shared by dental consultants.

Discounts & Insurance

Fee discounts must be included in the total fee on insurance claims, per Delta Dental and supported by dental consultants. For example, if a $500 fee is discounted by $100, enter $400 on the claim to ensure correct insurance payment calculation.

Use It or Lose It (PPO Patients Only)

After Labor Day, send “Use It or Lose It” postcards to PPO patients who have unused benefits or outstanding treatment—a strategy consultants endorse. Avoid gift cards and consider sending up to three mailings from Labor Day through early December, allowing time for planning. Designs are easy to find via Google, and use larger, uncoated cards in bright colors like green neon for improved results, a finding highlighted by dental consultants.

Calling Patients

Review inactive patient files, grouping them as: a) not seen this year with unscheduled treatment, b) absent 12-18 months, c) absent 18-24 months, d) absent over 24 months. Begin calls with groups “a” and “b” after mailing, as recommended by dental consultants.

Daily Stats

Spread reactivation calls across days to avoid backlogs, a discipline consultants emphasize. The assigned employee should report call counts, patient last name scheduled, appointment date, employee initials, and result (Arrived, Cancelled, or No Showed), a standard promoted by dental consultants.

Reactivation Script

The script serves as an outline, and consultants encourage practicing for a natural delivery. Review each chart before calling for personalization, such as mentioning a patient’s trip or overdue screening. Offer two appointment slots close to the current date, boosting odds of a booking—a tactic dental consultants support.

Hello Mr. Smith, this is [name] from Dr. [name]’s office. How are you? Weren’t you planning a trip to Paris last time? The dentist reviewed your chart and noted you’re overdue for your oral cancer screening and periodontal evaluation. I have 11am Tuesday or 3pm Thursday available—when works best?

Important: “Cancer” is a trigger word, per dental consultants, leading to action. Avoid multitasking and treat each patient as a VIP. Educate those hesitant about the value or their past experience, a strategy dental consultants support. If needed, a call from the dentist sometimes secures the appointment.