Stop losing patients: 3 treatment planning mistakes you can fix today

The last time someone concerned about their dental health visited your office, you spent time explaining their diagnosis, responding to their inquiries, and suggesting a course of treatment that you were confident would be helpful. They thanked you for your time, seemed to understand, and walked away.

Then they failed to return on the scheduled appointment day.

As a dentist, I frequently encounter this issue, which is not only frustrating but also a waste of time. The person was confident the treatment was necessary, but something held them back. The first step to increasing treatment plan acceptance percentages is understanding what causes this hesitancy.

For any dental practice to grow, a high treatment plan acceptance rate is essential. However, many dental practice owners wonder: what mistakes lead to low treatment plan acceptance? And, why do patients hesitate to proceed with the treatment plans I offer?

Dental schools need to teach patient management skills. Even many experienced dentists need help clearly conveying the value and urgency of treatment, leading to missed opportunities and reduced acceptance rates.

Here’s how dentists can avoid these three common mistakes to create a smooth, successful patient experience.

Mistake 1: Ineffective patient-centered communication

Many dentists believe they are naturally adept communicators, but it takes a different strategy to connect with patients. Inadequate explanations or misunderstandings might leave patients feeling overwhelmed, perplexed, and doubtful. They leave without scheduling the treatment because of their hesitancy.¹

5 ways to improve communication

1. Evaluate your approach: Keep a record of your interactions with patients and refer to them later. This will clearly communicate your message to patients and capture their reaction to it. Listening to your own conversation can help identify misunderstandings.

2. Simplify your language: Use straightforward, patient-friendly explanations instead of technical jargon. For instance, rather than “root canal," explain that the procedure would “preserve their tooth by removing bad tissue and sealing it to prevent future issues.” This prevents patients from feeling frightened and guarantees clarity. Patients who understand your language are more likely to have less dental fear.

3. Use visual aids: Visuals help patients remember more information. Help your patients understand their teeth and your treatment plan with x-rays, diagrams, or pictures. You can clearly show the severity of the issue in their mouth to emphasize the importance of immediate treatment.

4. Provide written summaries: Write a summary of treatment plans to support your suggestions and motivate implementation. This will help patients feel more confident when making decisions and guarantee they remember the important topics covered during the visit.

5. Seek feedback: Gather feedback to identify areas that require improvement. Gaining insight into your patients' viewpoints through surveys or candid discussions promotes loyalty and trust. Patients who feel heard are more likely to believe you and follow your recommendations.

Example: Dr. John diagnosed Lisa with three cavities and one was close to requiring a root canal. Dr. John recommended immediate treatment but didn’t use visuals or clear explanations to stress urgency. Lisa postponed the treatment, and months later, the cavity required a costly root canal. Had Dr. John communicated effectively, Lisa might have acted sooner.

Key takeaway: Meet patients at their level of understanding. Clarify, build trust, and communicate urgency to make treatment smoother and more productive.

Mistake 2: Lack of financial transparency

The high cost of treatment may pose a significant obstacle for many patients. They may feel overburdened and hesitant to continue treatment if they are unclear about insurance coverage and out-of-pocket expenses. Not knowing where to start with treatment payment can also confuse people, and they do nothing. Make sure your patients know what to expect.

3 ways to address financial concerns

Break it down: Clearly tell patients what insurance will cover and what they will need to pay. Transparency builds trust and eases financial concerns. For instance, use straightforward wording such as, "You are responsible for the remaining $200, and your insurance will cover 80% of this procedure."

Offer payment plans: Treatments become more affordable with flexible payment alternatives, particularly for more expensive procedures like implants. Offering financing alternatives or monthly installments reduces large upfront expenses.

Be confident: Assign the role of financial discussions to a knowledgeable team member, such as the office manager or financial coordinator. This person should clearly explain the costs, insurance details, and available payment options to address patient concerns confidently. A team member specializing in financial matters can reduce anxiety and guarantee the patient's complete understanding.

Example: Mark visited Dr. John for an orthodontic consultation but received a vague cost breakdown with little clarity about insurance or payment plans. Confused, he sought another practice that clearly explained financing options and insurance coverage; ultimately, he chose the one that made him feel informed and valued.

Key takeaway: Transparency and flexibility in financial discussions can turn hesitant patients into loyal ones.

Mistake 3: Weak follow-up strategies

Even with a detailed treatment plan, some patients prefer more time to consider their options. However, if follow-ups are inconsistent or delayed, their desire to proceed may subside, and they may lose opportunities for care.

Even though their treatment is a priority, the lack of follow-up may suggest otherwise. Frequent communication keeps patients aware and helps them understand the significance of their treatment.

3 ways to improve follow-ups

1. Automate reminders: Use tools like email, text, or automated calls to send regular reminders about their recommended treatments. Automation guarantees that patients are noticed.

2. Personalize your approach: Customize your messages for each patient. For example, "Hi [Name], I hope you’re doing well! I'm just following up on your consultation regarding the crown procedure. Please don't hesitate to contact us if you have any questions or are prepared to schedule a meeting.

3. Use the rule of twos: Reach out two days, two weeks, and two months after their consultation. If you get no response, plan a routine check-in after six months to stay connected.

Example: Sarah was advised to undergo a deep cleaning but didn’t follow through due to a lack of follow-up. Automated reminders could have kept her engaged and emphasized the importance of treatment, preventing her from seeking care elsewhere.

Key takeaway: Follow-up is crucial for converting “maybe” into “yes.” It shows investment in the patient’s care and reinforces the urgency of treatment.

To achieve higher treatment plan acceptance, follow these steps in table 1:

1. Educate: Use visuals and simple explanations to inform patients.
2. Urgency: Stress why timely treatment matters.
3. Offer: Clearly present the costs, benefits, and payment plans.
4. Follow up: Stay in touch with personalized, consistent follow-ups.

Editor's note: This article appeared in the January 2026 print edition of Dental Economics magazine. Dentists in North America are eligible for a complimentary print subscription. Sign up here.

Reference

1. Manuel N. Barriers to communication in healthcare. Tiger Connect. July 18, 2024. https://tigerconnect.com/resources/blog-articles/barriers-to-communication-in-healthcare/