Getting patients to accept treatment isn’t easy. Patients have a variety of reasons to decline treatment. They may be concerned about the costs, pain, or time commitment the proposed treatment requires.

They might also feel the treatment isn’t necessary, or it is just a way for the practice to  make more money rather than improving their oral health.

These reasons, amongst others, cause case acceptance rates to be lower than desired. A Levin Group Data Center survey discovered that case acceptance rates for two-thirds of U.S. dental practices fall between 20% and 50%.

Meanwhile, we found that MFD Dental, a Boston-based dental group, far exceeds the average practice’s case acceptance rates with over 80% at all five of their locations. 

We spoke with their CEO and third-generation dentist, Dr. Steve Markowitz, to find out how they stand above the rest regarding case acceptance. He provided us with some key insights on how to make it easier for patients to say “yes” to treatment.

Build Rapport with Your Patients

“What's going to get people to accept treatment has everything to do with how you make people feel and how much they trust you,” Dr. Markowitz says.

When presenting treatment, he suggests concentrating on your communication and relationship techniques with your patients.

“Communication is the entire game of case acceptance,” he says.

Dr. Markowitz focuses on building his team up as an authority so they can communicate effectively and have impactful conversations with their patients.

Instead of telling his team they need to present a certain dollar amount, he focuses on helping his team have stronger relationships with their patients. Dr. Markowitz believes doing so leads to their desired outcomes, including getting more patients the necessary treatment they deserve.

Emphasize Your Patient’s Health Through Treatment Presentation

Dr. Markowitz finds that team members often hesitate when presenting treatment because they don’t want to feel like they are selling something to their patients — and sometimes, the patients might see it that way too.

Instead, you can overcome this obstacle by prioritizing your patient’s health. Express to them that you know that they need the treatment and are proposing it because you care about their oral health.

Dr. Markowitz notices that once a patient knows you care, they are more likely to want the proposed treatment you know they need.

Understand Your Patient’s Needs

Sometimes how you feel about your patient’s oral health and how they feel about it doesn’t align.

According to Dr. Markowitz, there are typically three types of patients that come into a dental office.

“There is the patient that comes in and says, ‘Doc, I know I'm a mess.’ Then there's the patient that knows they have something going on, but doesn't know the extent,” he says. “Finally, there's the patient that has no idea.”

Dr. Markowitz teaches his team members to meet the patient where they are and then work to get them to the next level or one percent better. To do so, you must bridge the gap between your expectations and the patient desires.

“I think empathizing with the patient and meeting them where they are at allows them to know that they're taking ownership of the decision that they're making.”

Engage with the Patient During Your Treatment Presentation

Dr. Markowitz finds that using pictures during a treatment presentation helps communicate what his team is seeing and motivates the patient to want to address the issue.

“Pictures allow us to have the right conversation,” he said. “Instead of just telling them what we see, we ask the patient what they see. Then we wait for them to respond, and hopefully they will ask, ‘What do I do about it?’” 

During the conversation with the patient, Dr. Markowitz and his team will assess the patient’s understanding of dentistry and their goals with their oral health. 

“If the patient asks what needs to be done, then we're having a conversation about solutions,” he said. “But we're not going straight to solutions if the patient isn't ready to hear the solution.”

Something unique Dr. Markowitz likes to ask his patients is, ‘How can someone like me, a dentist, help you best?’

“This question allows us to understand the expectations of the patient so that we can beat their expectations,” he says. “If we don't understand the patient's expectations, then there's no way for us to beat them. And we're probably just guessing, which will lead to an upset patient.”

Dr. Markowitz adds, “Patients need to understand what will happen in their appointment and their financial obligations. If we set both of those expectations for the patient, we have the opportunity to surpass their expectations. That's how we get happy patients.”

Get More Patients to Say “Yes” with Dental Intelligence

Dental Intelligence is the only practice performance solution that allows you to track important metrics, like case acceptance, while also giving you the tools and automation to meet your goals. Our customizable, patient-friendly Treatment Plans make it easy for patients to review and accept treatment.

Schedule a demo today to see how we can help you make treatment planning and presenting simple. And for even more ideas on how you can increase case acceptance, check out our free eBook, “The Office Manager’s Guide to the Galaxy (Episode II: Attack of the Treatment Delays).”