The most common cause of difficulties in relationships is mismatched expectations. And as we all know, when those expectations revolve around money, things can heat up very quickly.

So why do you allow patients to owe you money? Ironically, in most cases dentists who set up a system of accepting outstanding payments, do so to be accommodating. They don't want to appear mercenary, so they avoid discussing money, wait for patients to pay, and they send gentle reminder notices when they don't. They allow this system at least partly because they don't want money to become an issue and affect patient relationships.

But this is exactly the kind of well-intentioned mindset that often boomerangs back with bad consequences. First of all, when patients get into debt to you it can't help but change how they feel about the practice. Even if it doesn't become an arrears issue, studies have shown that people tend to value things less as they pay over time. And when you've lost a patient because of an account issue, you have lost much more than that money. You have lost a relationship, along with (probably) any relationships you have with their family, and any invitations they may have sent your way over time.

Still, you may want as a courtesy to find ways to help your patients afford the comprehensive care you present. If this is the case though, you have to be very diligent about avoiding those mismatched expectations.

The key word here is clarity. The patient must first of all be clear about the clinical value of what you are providing. Then they have to be clear about the financial obligations involved in accepting treatment, and they have to be clear about payment expectations. Whether you are connecting them with an outside lender or helping them directly, the terms of the financial arrangement must be explained and agreed to and supported with unambiguous documentation that clearly outlines their obligations.

So what about the ones who still end up in arrears? Luckily, the number of patients who are truly negligent about paying is usually quite low. For those who do have a history of such difficulties, you need to be especially sure you have established clarity with them, at the time the appointment is made, about their economic obligations. Sometimes that may mean requesting payment in advance. If that means the patient may walk away, you have to decide if you are okay with that.

But usually when someone falls behind it is a case of a good person with good intentions falling onto hard times and trying to juggle priorities. And this is where you have to respond in the right way. Just sending urgent notices is not the answer. Again, many dentists do this because they don't want it to get "personal" but in fact this is where the personal touch is necessary. Notices can be put aside, and then the patient, because of embarrassment, or an inability to catch up due to a financial setback, ends up drifting away rather than facing the issues that have developed. Once things have reached this point, there is a good chance you won't see the money – or that patient – again.

However, a call from your practice offering to work with them on finding new terms for their agreement will often get a favorable response. Most people, after all, want to pay their bills. If you give them an opportunity to redefine and re-clarify their financial commitment, you can end up saving a very valuable relationship.


Be first to post a comment