Transforming the Insurance-Driven Patient

One of the biggest barriers to higher case acceptance is insurance-driven patients. In many practices patients may actually be learning that behavior from their dental provider.

Using a root canal as an example, patients could very easily use all of their benefits just for their initial visits plus the root canal. In some offices, I’ve heard the team say, “You’ve already used all of your benefits for this year, so, we can either schedule your next appointment, or if you want to wait until the first of next year to do the crown, then you’ll have the insurance benefits to cover it.” I’ve heard similar language discussing frequencies for x-rays and fluoride and many other procedures. When I’ve pointed it out to my clients, they weren’t even aware of what they were doing - they were actually teaching their patients to be insurance-driven.

I recommend that you change your language to focus on the patient’s health and take the decision out of the hands of the insurance companies and put it where it belongs – in the hands of the well-informed patient. That can only happen when the insurance objection is effectively handled, and you can focus on their condition, treatment plan and risk to waiting.

Talk with your team and make sure that everyone is aware of how they may be contributing to an insurance-driven culture. Make sure that they’re focusing on the patient’s health and the benefits of treatment rather than what insurance does and doesn’t cover.

A team

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that takes the time to change how they respond to insurance objections will have higher case acceptance and healthier patients.