Retention Rate Considerations

Patient retention is critical for long-term practice growth, profitability, and patient satisfaction. A well-retained patient base ensures recurring revenue and better treatment compliance. Below is a step-by-step process for tracking and improving patient retention, with practical technology integrations.

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Step 1: Define Key Retention Metrics

Before tracking, define what patient retention means for your practice.

Essential Metrics to Track:

1. Patient Retention Rate:

Retention Rate = Active Patients Last Year Who Returned This Year\Active Patients Last Year x 100

• Goal: 85%+ is considered good retention.

2. Reappointment Rate:

Reappointment Rate = Patients Who Scheduled Next Visit\Total Patients Seen x 100

• Goal: At least 90%+ of hygiene visits should be scheduled before the patient leaves.

3. Lapsed Patients (Attrition Rate):

• Patients who haven’t returned in 12+ months despite being due for a recall.
• Track in hygiene re-care reports from your PMS.

4. New Patient Retention Rate:

• Percentage of new patients who return for a second visit within 12 months.
• Goal: 60%+ is ideal.

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Step 2: Utilize Practice Management Software (PMS) Reports

Most PMS platforms like Dentrix, Eaglesoft, Open Dental, or Carestream can generate reports on:

✅ Patients with unscheduled recall appointments.

✅ Patients who have not visited in 12+ months.

✅ Percentage of new patients who return.

✅ Hygiene retention and reappointment rates.

🔹 How to Generate Reports:

• Dentrix: Use the Continuing Care Report to see overdue patients.
• Eaglesoft: Use Patient Analysis Reports to track retention.
• Open Dental: Run the Recall List Report to identify lapsed patients.

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Step 3: Automate Tracking with Analytics Software

Manually tracking patient retention is time-consuming. Instead, use data-driven software for automated insights.

Recommended Technology:

🔹 Dental Intel, Jarvis Analytics, Practice by Numbers – Integrate with PMS to track retention in real-time.

🔹 Solutionreach, Weave, NexHealth – Automate recall reminders via text, email, and phone calls.

🔹 RevenueWell, Lighthouse 360 – Send reactivation campaigns to lapsed patients.

📊 Benefits of Analytics Software:

✅ Dashboards that track retention trends over time.

✅ Automated alerts for unscheduled treatment follow-ups.

✅ Identify which providers have the highest/lowest retention rates.

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Step 4: Assign Responsibility & Train Staff

🔹 Designate a Patient Retention Coordinator to monitor reports weekly.

🔹 Train front desk staff to schedule the next visit before the patient leaves.

🔹 Use scripts to overcome objections to scheduling (e.g., “Let’s get you on the schedule now, and we can always adjust later!”).

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Step 5: Set Up Automated Patient Recall & Reactivation Campaigns

Proactive Retention Strategies:

✅ Same-Day Reappointments: Always schedule hygiene visits before the patient leaves.

✅ Pre-Appointment Reminders: Send SMS/email reminders 30, 7, and 1 day before the appointment.

✅ Missed Appointment Follow-Ups: Call and text within 24 hours of a no-show.

✅ Lapsed Patient Reactivation: Send personalized recall texts/emails after 6 and 12 months.

✅ Membership Plans: Offer in-house dental plans for uninsured patients to encourage retention.

🔹 Use Case Example:

Patient is overdue for cleaning → Automated recall SMS is sent → If no response in 3 days → Staff calls personally → If still no response → Offer a limited-time discount or incentive.

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Step 6: Monitor & Adjust Based on Data

🔹 Review Retention Reports Monthly: Identify trends (e.g., are patients leaving after a specific procedure?).

🔹 Segment Patients for Targeted Outreach:

• High-risk lapse patients (unresponsive for 12+ months) → Call + email follow-up.
• High-value patients (big cases, insurance-covered patients) → Personalized VIP experience.

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Other Considerations You Might Have Missed

💡 Measure Patient Satisfaction (NPS Score): Send post-visit surveys to gauge satisfaction and prevent drop-offs.

💡 Track Retention by Provider: Some dentists/hygienists have higher retention rates – analyze why.

💡 Incorporate Teledentistry & Virtual Consults: Offer virtual follow-ups to improve accessibility.

💡 Benchmark Against Industry Standards:

•85%+ retention = healthy practice

•Below 70% = risk of patient attrition