Let’s discuss a different approach to marketing dollars—patient attrition and patient retention. Many practices invest heavily in attracting new patients but overlook a costly issue: churn.
Think about this: how many patients left your practice in the last year? Let’s say it was around 200. Now, consider your average cost to acquire a new patient—let’s say it’s $100 per patient. Replacing those 200 patients would cost $20,000 just to maintain your practice’s current size.
Now, imagine retaining more of those patients instead. What if you spent a fraction of that $20,000 on strategies to keep them engaged, happy, and loyal? You could save money and build stronger relationships with your patient base!
Here’s the good news: retention doesn’t have to be complicated or expensive. Small gestures can go a long way. Sending personalized birthday or holiday cards, hosting a patient appreciation event, or improving your recall system to ensure no one slips through the cracks are simple ways to remind patients they’re valued and encourage them to stay.
Here’s something you can do today:
- Check your numbers: Review your patient attrition rate over the past year. How many patients haven’t returned in over 12 months?
- Get creative: Brainstorm one or two strategies to keep your patients connected to your practice. Whether it’s a loyalty program, a thank-you note, or a quick phone call, small actions can have a significant impact.
- Set a goal: What would it take to reduce attrition by 10% in 2025? Define your goal and start building the systems to achieve it.
Remember, every patient you retain is one less you need to replace. That can save you substantial money, time, and energy. More importantly, it allows you to focus on what matters most: building meaningful relationships and delivering outstanding care.
Be well and do well,
Addison Killeen
If you want a place to talk with other dentists about strategies and tactics they use to retain patients, check out Dental Success Network with a 7-day free trial. Dental Success Network is a network exclusively for dentists by dentists where practicing dentists can share their experiences and share information with each other!
FAQ: Patient Attrition and Retention
Q. Why do dental practices experience high patient attrition?
A. Most practices lose patients due to inconsistent recall systems, weak follow-up processes, or lack of ongoing engagement. Small communication gaps compound over time.
Q. What is a good patient retention rate?
A. Healthy practices typically maintain 85 to 90 percent yearly retention, though top-performing offices exceed 92 percent.
Q. What’s the fastest way to lower patient churn?
A. Strengthen your recall system, follow up at regular intervals, and personalize touchpoints such as thank-you notes or reactivation calls.
