The Benefits of Patient Complaints | Towson MD Dental CPA


Dealing with patient complaints is a challenge no dentist enjoys. Even the most dedicated dentist with an exceptional team can face complaints, whether they’re warranted or not. However, complaints can be turned into opportunities if handled correctly. Towson MD Dental CPA, Schiff & Associates, CPA, offers some insights on how to handle patient complaints effectively:

Acknowledge and Respond
In today’s digital age, online reviews can heavily influence potential patients’ decisions. Responding to complaints promptly is crucial to prevent negative reviews from damaging your reputation. Even if you feel frustrated or dismissive, it’s essential to address every complaint respectfully.

Steps to Handle Complaints

  1. Thank the patient for bringing the issue to your attention: “Thank you for sharing your experience with us.”
  2. Repeat the complaint to show you understand: “So you’re saying you waited 40 minutes for your appointment without any updates?”
  3. Take action to resolve the issue: “I apologize for the wait. I’ll ensure our front desk informs you if there’s a delay in the future.”
  4. Thank them again and assure them of your commitment: “Thank you for your patience. We’ll do our best to make sure you’re satisfied.”

Building Patient Loyalty
Addressing complaints effectively is essential for maintaining patient loyalty. Satisfied patients are more likely to keep appointments, accept treatment plans, and refer others to your practice. Handling one complaint well can result in significant revenue over time and strengthen your practice’s reputation.

Don’t Neglect Patient Concerns
Patients whose concerns are ignored are unlikely to refer others or may even voice their complaints online. Keeping your patients satisfied is crucial for maintaining a steady revenue flow and a positive reputation in the community.

We’re Here to Help
At Schiff & Associates, CPA, we understand the importance of patient satisfaction for your practice’s success. For all your dental accounting needs in Towson MD, contact us today. We’re committed to ensuring your practice remains strong and thriving.

Schiff & Associates, LLC
Phone: 410-321-7707
100 West Road, Suite 410
Towson, MD 21204