Practice rescue: Where did all the patients go?

One of the most perplexing problems for any practice is one in which new patient flow was strong for a period of time and now that patient flow has steadily or suddenly dried up.  

From my perspective, this is even more challenging than the office that throws open its doors and no one shows up from day one.  In that case, you need to change everything up and try a fresh approach.  In the case of a declining practice, you are tempted to hold onto what worked for the practice in the past.  Maybe that’s a good idea and maybe it isn’t.  Figuring out what to change and what to keep in place is a challenging exercise.

To discuss this problem, I’d like to introduce a orthodontic practice that I’ve worked with recently.  In the late 2000’s the practice was humming along nicely signing 20-25 new patients per month.  In 2010, that number dropped to 15-20, and by 2012, the office was consistently under 10 new patients per month. 

In mid 2013, results weren’t getting better so our group took a look at things.  Here are some details on our practice rescue:

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Practice rescue: Steps to start fixing a failing practice

Today, we kick off a recurring series that we like to call “practice rescue.”  In this segment, we discuss stories and lessons from practices that have been struggling to the point of potentially shutting down or downsizing substantially and the steps we have taken to turn things around.  

While we fully recognize that by the time we get to some practices, they have passed the point of rescue, or in some cases, the solutions and/or personalities may not be a great fit.  What you get there is an unsuccessful or laterally moving mess.  And in the coming posts, we are certainly planning to discuss some of those.

In the majority of cases, however, opportunities can be found and grabbed or weaknesses can be rectified.  Then one morning, you take a look at results and you have the makings of a successful, happy practice.

To start, we’d like to discuss some of the key principles employed in effecting a practice rescue.  I am not outright suggesting that anyone use this as a path to implementing their own practice rescue, but if you wish to do so, so be it.

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