TURNING HESITATION INTO ACTION: STRATEGIES TO BOOST CASE ACCEPTANCE IN DENTAL PRACTICES

By Nancy Coy

As dental professionals, one of the biggest challenges we face is getting patients to accept the treatment plans we recommend. Studies show that anywhere between 50% to 80% of patients don’t proceed with treatment, even when it’s clinically necessary. However, this doesn’t have to be the norm. By focusing on clear communication, building trust, addressing financial concerns, and making treatments more accessible, you can significantly improve your case acceptance rate and, in turn, help more patients get the care they need.

In this article, we’ll explore practical strategies you can use to boost case acceptance in your practice.

SIMPLIFY CONVERSATIONS TO BUILD UNDERSTANDING AND STRONG COMMUNICATION

One of the main reasons patients hesitate to move forward with treatment is that they don’t fully understand what’s happening or why it’s necessary. To overcome this barrier:

• Speak in Layman’s Terms: Avoid technical jargon. Break down complex procedures into simple explanations that resonate with patients. For example, instead of saying “You need an amalgam restoration,” explain, “We’ll fill this cavity to protect the tooth and stop decay from spreading.”

• Use Visuals: Incorporate tools like intraoral cameras, digital X-rays, and diagrams to visually demonstrate what’s going on in their mouths. Seeing the issue firsthand often motivates patients to act.

• Leverage Before-and-After Photos: Show examples of successful treatments to help patients visualize the benefits and outcomes of moving forward. Visual proof can make the difference between indecision and commitment.

When patients understand the “why” behind the treatment, they’re more likely to trust your recommendations and say yes.

EARN PATIENT TRUST THROUGH EMPATHY

Building trust isn’t just about explaining treatment, it’s about showing patients that you genuinely care about their well-being.

• Listen to Their Concerns: Whether it’s fear of pain, financial worries, or previous bad experiences, acknowledge and empathize with their anxieties. A simple, “I understand dental visits can feel overwhelming; let’s take it step by step,” can go a long way.

• Address Concerns Directly: Be proactive in alleviating fears. For example, discuss sedation options for anxious patients or clearly outline what to expect during a procedure. Transparency and reassurance help demystify the process.

• Be Personable: Simple acts like remembering a patient’s name, preferences, or previous conversations can make a world of difference. These small gestures build rapport and make patients feel valued.

A patient who feels heard and respected is far more likely to trust your expertise and follow through with your recommendations.

TACKLE FINANCIAL CONCERNS UPFRONT

For many patients, cost is the single largest obstacle to accepting treatment. Here’s how to address it effectively:

• Offer Flexible Payment Options: Partner with third-party financing companies to provide monthly payment plans. This makes treatments, especially larger cases, more financially accessible, easing the initial financial burden.

• Be Transparent About Costs: Discuss the financial aspect early in the process, including what insurance will and won’t cover. Transparency builds trust and prevents misunderstandings later on. For example, “Your insurance covers 70% of this treatment; here’s what your out-of-pocket cost would look like with our payment plan.”

• Show Long-Term Value: Help patients see the return on investment (ROI) of timely treatment. For instance, a preventive crown now can save them from the expense and discomfort of a root canal or extraction in the future. Reframing treatment as a proactive step can shift their mindset.

By addressing financial concerns directly and offering solutions, you can remove one of the biggest barriers to case acceptance.

EMPOWER YOUR TEAM TO SUPPORT CASE ACCEPTANCE

Your dental team plays a crucial role in patient care and treatment acceptance.

• Train Your Front Desk Staff: Equip them to present treatment plans and patient lending programs effectively so that they can answer financial questions with confidence and empathy. A warm and informed first impression can set the tone for the patient’s visit.

• Engage Your Hygienists: Hygienists often spend the most time with patients. Encourage them to highlight the importance of treatment in a conversational and non-intimidating way. For example, “I noticed this area of concern; Dr. Smith will want to take a closer look.”

• Foster a Unified Message: Ensure that every team member is aligned in how they communicate the value of recommended treatments. Consistency reinforces trust and helps avoid confusion.

When the entire team works together, patients experience a seamless and consistent message that reinforces the importance of moving forward with care.

BREAK DOWN LARGE TREATMENT PLANS

Large treatment plans can feel overwhelming for patients. To make them more approachable:

• Prioritize Urgent Needs: Start with the most critical aspects of the plan and address additional treatments over time. For instance, “Let’s focus on this tooth first since it’s causing discomfort.”

• Celebrate Small Wins: Once patients see the positive results of initial treatments, they’re more likely to proceed with additional procedures. Positive reinforcement builds confidence in your care.

• Offer Incremental Options: Present treatments as a phased approach, breaking them into smaller, budget-friendly steps. This approach not only simplifies decision-making but also feels less daunting.

This incremental approach makes treatment plans feel more manageable and builds trust in your abilities.

Leverage Technology To Enhance Communication

Today’s patients expect convenience and clarity, and technology can play a key role in meeting these expectations:

• Visual Tools: Use intraoral cameras, digital X-rays, and 3D imaging to give patients a clear view of their oral health. When patients see the problem, they’re more likely to accept the solution.

• Educational Videos: Create or share short videos that explain procedures in an easy-to-understand format. These can be shown in the waiting room or sent to patients ahead of their appointments, helping them feel informed and prepared.

• Patient Portals: Allow patients to review their treatment plans, costs, and appointment details online. This gives them time to consider their options without feeling pressured, empowering them to make informed decisions.

Technology not only enhances understanding but also builds confidence in your practice’s expertise and transparency.

FOSTER A JUDGMENT-FREE ENVIRONMENT

Fear of judgment is a significant barrier for some patients, especially those who haven’t visited a dentist in years.

• Focus on Solutions, Not the Past: Emphasize what can be done now to improve their oral health rather than dwelling on past neglect. For example, “The good news is we can start fresh and get things back on track.”

• Create a Welcoming Atmosphere: Ensure your office feels inviting and supportive, with team members trained to approach patients with kindness and understanding. A smile and a reassuring tone can make all the difference.

Patients who feel safe and respected are more likely to open up and accept the care they need.

FOLLOW UP FOR SUCCESS

A single conversation isn’t always enough to get a patient to move forward with a treatment plan. Follow-up is key:

• Send Reminders: Use phone calls, texts, or emails to check in with patients about their treatment plans. A simple, “Just checking in to see if you have any questions about your recommended treatment,” can keep the conversation going.

• Answer Lingering Questions: Be available to address any concerns or uncertainties they may have thought of after leaving the office.

• Reaffirm Your Commitment: Show that you’re genuinely invested in their health by providing ongoing support and encouragement. For instance, “We’re here to help you every step of the way—don’t hesitate to reach out.”

FINAL THOUGHTS

Helping patients say yes to treatment isn’t about high-pressure tactics, it’s about trust, education, and accessibility. When you focus on clear communication, empathetic care, and financial flexibility, you’re not just improving case acceptance, you’re making a real difference in your patients’ lives.

By creating a patient-centered practice, you can increase case acceptance rates while building stronger relationships and delivering exceptional care. When you show patients the value of treatment and make it easy for them to say yes, everyone wins.

About the author:

Nancy Coy has over 25 years of experience in patient lending, specializing in innovative, revenue-driving payment solutions that empower providers and enhance patient experiences. As the visionary behind Choice Payment Services and Managing Member of Finance RX Venture Studio, she creates scalable, compliant financial solutions that drive growth. Nancy cofounded and designed the original program at Healthcare Finance Direct (HFD), selling her interest in 2016, and now serves as a Venture Partner and Advisory Board Member for CanaGlobal.