The Dreaded Free Cleaning

I'm going to give you a tip today that will help set the expectation for your new patients and create value for what you're offering in your practice from the very beginning.

There are two numbers that you should always give a patient on their new patient phone calls.

The full fee for the appointment

I understand some patients have insurance that may cover all, if not most of the fee for the visit, but it is still important to give a range of what their first visit would cost, so it places value to that appointment.

I know many patients say, “I don't have to pay anything because it's a free cleaning”, or “It's a free appointment”. And while they may have coverage or benefits for the visit, there is still a value placed on it.

When you talk to the new patient, give them the range of what they can expect in terms of the full fee for that visit.

A range of what they may have to pay out-of-pocket

At this stage, it's ok that you haven't called their insurance company and received a breakdown of their full benefits.

Give them your best estimate of:

• On the low end what you see patients pay out-of-pocket when they have insurance.

• On the high end what you see patients pay out-of-pocket for their preventative appointments.

This sets the expectation that there is a fee for this visit and that there's a possibility all of it may be covered, but there's also a possibility there could be some out-of-pocket expense for the patient, as well.

Giving these two numbers upfront sets things up for success from the very beginning! It lets your patient know that you can help them with their benefits and give them your best estimate, but it also doesn't set them up to think that every visit will be at no charge or no fee out of their pocket.