Providing excellent patient care is essential, but without healthy cash flow, it becomes difficult to consistently deliver the level of care your patients need. Discussing fees and payment options is therefore a vital part of the doctor–patient relationship.
Below are several best practices for you and your team to consider when discussing fees or collecting payments from patients:
Offer Clear, Simple Payment Options
I strongly advocate offering patients payment options; however, too many choices can be overwhelming, especially when discussing major restorative treatment. Patients can easily lose focus when treatment options and payment options are presented simultaneously. Keep payment choices clear, concise, and documented in writing. In most cases, a deposit, a final payment, and perhaps one or two interim payments are sufficient. Insurance discussions should be brief and should not be the focal point of the conversation.
Allow the Patient Space to Respond
Dentists and team members often present treatment and fees in one continuous stream without pausing. While you may be comfortable explaining the benefits and consequences of a treatment plan, many patients are hearing this information for the first time. Take a breath. Allow the patient time to process the treatment discussion before transitioning to finances. Silence can be a powerful and effective tool.
Avoid Prejudging a Patient’s Ability to Pay
Every practice has experienced moments when a patient walks in and assumptions are made about their willingness or ability to proceed with optimal care. Prejudging patients in this way violates the principle of honoring them. While you are the expert in dentistry, you are never the expert on a patient’s personal circumstances. Worrying too much about how a patient might react to fees can prevent you from presenting the best care options they deserve.
Address Outstanding Balances Before Scheduling
Patients with a poor payment history should not be scheduled for additional treatment until their existing balance is resolved. Allowing appointments to continue with unpaid balances often leads to one of two outcomes: balances grow larger, or patients cancel future appointments. A simple and effective approach is to say, “Let’s put together a plan to get your account caught up before we move forward.”
Ensure Confidence When Discussing FeesThe individual responsible for discussing fees must truly believe in the value of the treatment being offered. Confidence, whether natural or developed through training and coaching, is essential. Patients can quickly sense discomfort or insecurity around money. The right person must be well trained, comfortable discussing finances, and genuinely believe that investing in care at your practice is a valuable decision for the patient.
In Summary
Establishing clear rules and healthy boundaries around fee collection and financial discussions helps stabilize cash flow and strengthens the long-term health of your practice. Predictable cash flow reduces stress and allows you to focus on what matters most: delivering outstanding patient care.
