How to Respond When Patients Ask, “Why Are You Dropping My Dental Insurance?”

How to Respond When Patients Ask, “Why Are You Dropping My Dental Insurance?”

Welcome to this blog of the Less Insurance Dependence Podcast! In this blog, we will delve into a common question faced by dental practices when they decide to drop dental insurance and how to respond when patients ask, “Why are you dropping my dental insurance?

As dental practices increasingly choose to part ways with dental insurance plans, they often encounter this question from their patients. We’ll explore some valuable insights and responses to address this query effectively.

Patient-Friendly Approach

First and foremost, it’s crucial to adopt a patient-friendly approach when responding to this question. While some consultants may suggest washing their hands of insurance and handing patients claim forms, we do not endorse this method. Filing insurance claims can be overwhelming for the average patient, and it’s essential to maintain a patient-centered approach.

We believe in reassuring patients that they can still choose our office for dental care and that we will continue to file their insurance claims on their behalf, ensuring they receive all eligible benefits. This approach maintains a patient-friendly atmosphere while addressing their concerns.

Customised Responses

One key aspect to remember is that there isn’t a one-size-fits-all response to this question. Your response should be tailored to the individual patient and their unique circumstances.

For example, suppose you have a strong relationship with a patient who happens to own a business. In that case, you can emphasize that your decision to drop the insurance is due to the lack of fee increases from the insurance company since 2009. This response aligns with the patient’s understanding of the necessity for fee adjustments in any business, creating a strong connection.

Know Your Audience

Understanding your audience is critical when crafting responses. Dr. Robert Cialdini, an authority on Influence and communication, emphasizes the importance of tailoring your communication to the person you’re addressing. Therefore, your responses may vary depending on the patient’s personality and preferences.

While a general response can serve as a starting point, you should always be ready to adjust your reply based on the patient’s individuality and needs.

Face-to-Face Conversations

Engaging patients in face-to-face conversations is more effective than sending them a letter. When communicating directly, you can convey the words, tone, facial expressions, and body language. This holistic approach ensures that your message is more effectively understood and received.

Sending a letter offers only a 7% effectiveness rate, as it lacks a conversation’s personal touch and nuance. In contrast, face-to-face communication allows you to connect with patients more deeply.

Team Training

Ensure your team, from new hires to seasoned staff, can respond to this question confidently and consistently. Patients should receive a unified message, reinforcing your practice’s commitment to their care and well-being.

When team members can provide consistent answers, it conveys a sense of unity and conviction, assuring patients that your decision is in their best interest.

Tailored Responses for D’s and I’s

Patients come with diverse personality types, and tailoring your responses to suit their preferences is essential. For example, patients with Dominant (D) or Influence (I) personalities prefer concise answers focusing on the outcome and benefits. They appreciate straightforward responses that assure them of the quality of care and comfort they’ll receive.

In summary, when patients ask, “Why are you dropping my dental insurance?” approach the question with empathy and understanding. Tailor your response to the individual, maintain a patient-friendly approach, and ensure your team is prepared to deliver a consistent message. By doing so, you can effectively address patient concerns and maintain a positive patient-provider relationship.

Remember, there’s no one-size-fits-all answer, but a patient-centered and flexible approach will help navigate this common question successfully.

Curious about delving deeper into patient personalities? Tune in to this podcast episode!