The Transitioning Practice – Part 2

Last week I began talking about what to do if your long-time dentist is replaced by someone new. Having taken over the practices of two retiring dentists, I consider myself pretty experienced at this type of situation. Let me see if I can break this issue apart.

For those long-time patients, change is not easy. My theme of last week’s column was that you owe it to your retiring dentist and the staff to give the new dentist a try. From there you can make the decision on whether you are comfortable or not.

In my last practice transition I was taking over an office that was stuck in the 1970’s in both style and equipment. The patients loved it there….and they loved the “retiring” dentist. Enter me. I went in and replaced all the windows, floors, cabinetry and equipment. I did it for the patients but I also did it for me because I needed to be comfortable in the place I was working.

I got many comments about the new digs. Most people appreciate when things are “state-of-the-art” and in this case desperately in need of an update. However, that is a just a small piece of the puzzle.

Long-time patients of a dental practice grow very attached to their dental office. This includes the dentist and the staff. The transition of a dental practice is often the excuse patients need to switch if they have been traveling a long distance to see their dentist. Patients definitely find comfort in at least seeing the same faces of the staff when they return to the “new” office. Therefore, it is very important for the “new” dentist to keep the same staff, at least for a while.

However, as the leader of a dental practice and a small business owner, the dentist will undoubtedly make changes. These changes, from my own experience, are made for both the benefit of the practice and the patients. This can be difficult for many patients to understand as most only visit the office a couple of times a year. When a patient sees a new face and familiar faces gone, it always raises questions. The entire current staff of the office needs to be comfortable with discussing the changes. Although uncomfortable, patients should not hesitate to ask any questions they have.

I have been very lucky in both of my practice transitions to retain the majority of existing patients. I understand that choosing a health-care provider is a very personal decision. When a practice transitions, the patients are automatically granted a “new” dentist without the initial ability to choose. The bottom line is that you always have the right to choose your health-care provider.

Patients should know that most providers respect a patient’s right to choose. Yes, it is always a little depressing for the staff to see long-time patients leave. However, it is also very gratifying to see a practice family grow as new relationships are made.

In conclusion, give your new dentist and dental staff a chance. You may be pleasantly surprised. If not, move on. If you aren’t comfortable for whatever reason you always have the opportunity to go back “home”. Most offices welcome this.

Next week I will discuss some ideas for finding a new dentist should you decide to transfer. This information will also be helpful for those who have not been to a dentist for a while or are new to the area