WHEN A PATIENT LEAVES YOUR PRACTICE
Virtually every dental practice has received requests for
patient records to be sent to another practitioner. How do you and your staff
handle such requests? Send the records and forget about that patient? Send the
records and agonize over the reason that patient is leaving your practice? Seek
information about the reason for the departure?
Reasons for the transfer to another practice are limitless. Perhaps
the patient is moving, either across town or to another state. Another dentist
may have attracted attention with his/her superior online marketing and vibrant
social media presence. Maybe there has been a misunderstanding about treatment,
fees, third party payments, scheduling, or other procedures, or a patient’s
employer may have joined a managed care plan in which you do not participate. On
and on…some transfers are beyond your control; others call for analysis.
While losing a patient may be unpleasant, it does provide an
opportunity to analyze and rectify problems that caused the loss. With a
properly worded letter addressed to the patient via email or USPS, valuable
information may be gained that leads to solutions. If you decide to seek
information about a patient’s transfer, agree with staff that the team will not
react defensively or get angry about negative comments; rather, the patient’s
input will be used to address difficulties or miscommunications and to
eliminate problems.
Edit the following letter to meet the needs and style of
communication used in your office.
Dear __________,
We have received a
request from Dr. ______ for your dental records. (Or—We have made note of your
request for the transfer of your dental records from our office to that of
Dr.______.) The records will be sent
immediately.
We have appreciated the
opportunity of providing your dental care since (year), and we have sincerely enjoyed
your being our patient. We like knowing that we have contributed to your dental
health and well-being.
We cannot help
wondering if some problem or unanswered need has caused you to seek care
elsewhere. We strive to be courteous and friendly with all our patients while
providing the finest dental care with the latest procedures, technologies, and
materials. If we unknowingly offended you or failed to answer questions or
concerns, please take time to let us know. Pertinent feedback from involved
patients allows us to correct misunderstandings and apologize for any
problematic situations.
We care about the
maintenance of your oral health in years to come. If there is any way we may be
of service to you (or your family) in the future, please contact us. We will
welcome your return as a patient at any time.
Sincerely,
Dr. ________ and Staff
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