Exit Letter for Patients leaving your practice

[Selena Lewis]

Sometimes we get patients who leave our office to go to another dental office. There reason sometimes is "some where closer to home" or "going to an in network dds" I look at this as we have not done the right things in our office to create enough value for that patient to stay.

I wanted to see if anyone in the Crown Council group has a letter that they might send to a patient who is leaving there practice. Something that is warm and basically inviting them back if they are not happy at there new dental office.

 

Thanks  for any help in advance.

 

Selena

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Hi Selena!

I usually reach out to the exiting patient by a phone call. I think it is a personal and warm touch if you use the right verbage but I also love your idea of a letter!  When I call the patient, I like to welcome feedback good or bad and try to find out what really mattered most to the patient, something we should be finding within the patients initial appointment.   Sometimes this is information that can be missed and trying to salvage that relationtionship link between us and the patient is sometimes easier said then done! This is especially the case when we may have missed something so important to them in the begining. So, if you are going to write a letter, maybe just try and include how you would love feedback and express your intent and the patients options. It will probabaly help build the relationship and even if the patient chooses to still leave he will remember what you had to say. I hope this helps!

[Lisa K Echols, FAADOM]

Selena,

I love Bethany's response.  I too usually reach out by phone to survey what we might have done differently for the patient to learn and listen.  I love the idea of a letter as well.  Have you developed one?  Would you be willing to share?