“Why Understanding Patient Retention Rates Is Essential For Practice Success..” with Sandy Pardue

In this episode of the Ultimate Dental Podcast, Dr. David Moffet speaks with Sandy Pardue, one of dentistry’s leading consultants, about the enduring principles of dentistry, emphasising the importance of patient relationships, effective systems, and the evolving challenges in the dental workforce.They discuss how maintaining strong connections with patients can lead to better retention and also the significance of personal touches in practice management. The conversation also highlights the need for structured systems within dental practices to ensure efficiency and a positive patient experience.In this conversation, Sandy and David discuss the importance of respecting patients's time, the need for personal connections in dentistry, and how to navigate patient fears and financial concerns. They explore recruitment strategies in a changing workforce, the value of organisation and training in dental practices, and the significance of building lasting patientrelationships.The discussion also emphasises that despite challenges, dentists can still create successful practices by focusing on structure, organisation, and effective communication.What you will learn:[01:20] Introduction and Background[04:07] The Golden Principles of Dentistry[06:20] The Importance of Patient Relationships[11:52] Challenges in Dental Workforce[13:47] Understanding Patient Retention[16:33] The Power of Personal Touch[21:29] Building Relationships with Patients[24:33] The Role of Systems in Dental Practices[29:31] Efficiency and Patient Experience[34:26] Respecting Patients's Time[38:25] The Importance of Personal Connection in Dentistry[42:11] Navigating Patient Fears and Financial Concerns[46:07] Recruitment Strategies in a Changing Workforce[49:34] The Value of Organization and Training in Dental Practices[55:29] Building Lasting Patient Relationships[60:02] Final Thoughts and Future of DentistryTakeaways The principles of customer service and business excellence remain unchanged. Practices need structure, organisation, and accountability. Patient retention is crucial; focusing on relationships can reduce marketing costs. Many practices overlook the importance of the people part in dentistry. A handwritten thank you note can have a greater impact than an email. Understanding patient retention rates is essential for practice success. The dental workforce is shrinking, making recruitment more challenging. Systems and training are vital for a successful dentalpractice. Patients prefer efficiency and quick service during appointments. Building relationships with patients can enhance their overall experience. Respecting patients time is crucial for a successful practice. Personal connections with patients can significantly impact their experience. Patients often have fears and financial concerns that need to be addressed. Recruitment strategies should adapt to the changing workforce landscape. Organisation and training are key to a well-functioning dental practice. Building lasting relationships with patients is essential for retention. Dentists can still achieve their dream practice with the right structure. Effective communication is vital in addressing patient needs and concerns. AI may assist in administration, but personal interaction remains important. Understanding and training staff can lead to better performance and satisfaction.Sound Bites It's about sticking to the golden rules. The people part is the most important. People want to communicate. A handwritten note works better than an email. You have to have systems and a trained team. Patients want to get out quickly. Time is important to everybody. Nobody wants to be in there one minute longer. You need to connect with that patient. Dentistry is still a people business. You need to have structure in your practice. You have to train them to how you want.