Simply put, a dental case acceptance rate measures the percentage of proposed treatments that patients accept. It provides insight on how effectively the dental practice communicates the value and necessity of their proposed treatments to a patient. This, in turn, influences whether the patient proceeds with the recommended services.
The dental case acceptance rate is also a critical aspect of DSO growth as it directly impacts:
- Revenue
- Productivity
- Patient satisfaction
- Staff morale
- Scalability
According to research by healthcare technology company Henry Schein, dental case acceptance ranges around 50%-60% for established patients, and 25%-35% for new patients.
The Levin Group estimates acceptance rates for two-thirds of U.S. dental practices fall between 20% and 50%, which is well below the common industry target of 90%.
“Achieving a high close rate isn’t luck – it requires a system. Practices that enjoy 90% close rates provide every patient with a comprehensive exam, write scripts for presenting every procedure, role-play scripts to master them, and offer patient financing options. Given that few offices are following all of these steps, it’s not surprising that a majority of dentists (67.3%) are falling short of 90% case acceptance.” (Dr. Roger P. Levin in Dental Economics.)
Improving dental case acceptance rates requires a mix of personal connection, clear communication, and patient-centric strategies. By focusing on building trust, presenting treatment plans effectively, addressing concerns with empathy, and offering financial options, DSOs can create an environment where patients feel confident in proceeding with recommended treatments. Below, we’ll explore actionable steps to achieve these goals.
- Build a trusting relationship with patients
- Provide an informative treatment plan presentation
- Address patient concerns with empathy
- Offer helpful financial options
1. Build a Trusting Relationship with Patients
Establishing trust is foundational to improving dental case acceptance rates. Patients are more likely to accept treatment plans when they feel understood, valued, and confident in their dental team’s recommendations. Dentists, treatment coordinators, and staff can foster trust by prioritizing clear, compassionate communication and demonstrating genuine care for each patient’s well-being.
Start by creating a welcoming atmosphere. A simple yet impactful step is to greet patients warmly and address them by name. Dentists and staff should take the time to listen actively to patient concerns, answering questions in an approachable and non-judgmental way. For example, if a patient expresses anxiety about a procedure, acknowledge their feelings and explain the steps that will be taken to ensure their comfort. This personalized attention can reassure patients and build rapport.
Another way to establish trust is by showing transparency and expertise. For instance, using visual aids such as digital X-rays or intraoral cameras to explain a diagnosis can help patients better understand their condition and the necessity of treatment. Discussing the benefits and potential outcomes of procedures in simple, jargon-free language ensures patients feel informed, not overwhelmed. When patients see that the dental team is invested in their care, they are more likely to proceed with recommended treatments.
2. Provide an Informative Treatment Plan Presentation
Providing an informative treatment plan presentation is a fundamental technique for improving close rates. Dentists must be able to convey the importance of a proposed treatment and its impact on the patient’s dental health. Furthermore, they should be able to explain the procedure in layman’s terms to ensure the patient fully understands what would be involved.
Empowering patients with more knowledge about their dental condition and the proposed treatment plan can enhance their understanding and trust. Use of visual aids such as models, diagrams, or images can be particularly effective in achieving dental treatment plan acceptance.
3. Address Patient Concerns with Empathy
Addressing patient concerns with empathy is essential to overcoming objections and building trust. Dental treatment can feel intimidating, especially when it involves significant costs or complex procedures. Patients may hesitate due to fear, financial worries, or uncertainty about the necessity of the treatment.
Listen to each patient’s specific concerns and respond with compassion. For instance, if a patient fears pain, reassure them by explaining the steps your team takes to ensure comfort, such as offering sedation options. If they express financial concerns, acknowledge their worries and let them know about flexible financing options that can make treatment more affordable.
Tailoring your response to each patient’s needs can make all the difference. For example, if a patient seems hesitant about a procedure’s long-term benefits, discuss how addressing the issue now could prevent more invasive and costly treatments down the road. Showing that you understand and respect their concerns makes patients feel valued and more likely to proceed with their care.
4. Offer Helpful Financial Options
Research by the American Dental Association reveals that the number one reason people don’t seek dental treatment is cost. Due to this fact, offering patient financing options could have the greatest impact on a DSO’s case acceptance rate. But simply offering financing is only the first step in case presentation. The follow-through is just as important. Namely, the practice must communicate financing options to EVERY PATIENT at appropriate times.
For example, consider a patient who requires a comprehensive treatment plan that includes multiple procedures. If the patient doesn’t have dental insurance, the practice can offer an interest-free payment plan or recommend a third-party healthcare financing company. If a patient does have insurance but has a high deductible, the practice could suggest spreading payments over several months. If it’s not necessary for all procedures to be done during the same few visits, the practice could create a treatment plan that prioritizes the most urgent procedures with a timeline for the remaining procedures. This way, the patient can pay as they go and better fit incremental costs into their budget.
From Personal Touch Strategies to AI Technology
Personal touch practices are vital for building strong patient relationships, but they can be enhanced with AI technology. By integrating AI-powered communication tools, dental practices can maintain that personal connection while also improving efficiency. For instance, AI can automate routine inquiries and provide instant, tailored responses based on patient data. This ensures that patients receive prompt and relevant information, making them feel valued and understood. The combination of empathetic communication and AI-driven support creates a seamless experience that not only fosters trust but also encourages higher case acceptance rates. This synergy allows dental teams to focus on meaningful interactions while technology handles the repetitive tasks, ultimately leading to better patient outcomes and satisfaction.
How AI Automation Can Help DSOs: SGA Dental Partners Case Study
To illustrate how AI automation can help with some of our recommended strategies, let’s discuss a TrueLark client named SGA Dental Partners. This DSO uses TrueLark to serve patients through our AI-powered SMS bot. SGA has customized the pre-booking conversation flow to provide information about Sunbit (one of SGA’s financing providers) and allow the patient to apply for financing.
When a patient calls a practice in the SGA network, TrueLark AI answers the phone and asks the patient if they want to move the conversation to texting. (The vast majority of patients opt in.) In the text thread, TrueLark asks the patient what they want to do. These options may vary according to individual practice policies, but the following are common transactions:
- Schedule an appointment
- Reschedule an appointment
- Check insurance coverage
- Learn about financing options
If the patient chooses “learn about our financing options,” TrueLark sends a link to the Sunbit information and application. It’s a surprisingly simple but extremely effective way to increase financing participation among the SGA patient base. SGA practices can also provide the Sunbit information at other touchpoints such as when a treatment plan is presented in person or when a staff member follows up with the patient via a live phone conversation or texting.
Bottom line? Increased participation in financing has boosted SGA’s case acceptance rate significantly.
We encourage DSO executives to evaluate their current tactics and establish clear action strategies towards higher case acceptance rates. By embracing the power of TrueLark’s AI-powered patient communication software and customizing it to your needs, you can reach a new level of success, growth and profitability.
To learn more, book a TrueLark demo today.
Originally published October 23, 2023. Updated August 1, 2024 and December 4, 2024.
