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

It has happened. The worst possible thing in the world you could ever imagine has happened to you. The dentist you have been seeing for the last 20 years has retired. What are you going to do?
Many people, including myself, get attached to their healthcare providers. When you build a relationship with your healthcare provider and the office staff, there is a level of comfort in knowing that when needed, there is a person/office you trust to take care of you. When that provider retires there is a sense of abandonment, obviously not intentional, and that feeling of – What do I do now?
In many cases, the staff members remain, which is not only important for the patients, but also for the new provider. Dental patients go to a particular office for many different reasons. Those reasons range from convenience, insurance coverage (which is not necessarily a good reason and a topic for its own column), they love their hygienist and the other staff, they believe they are getting the best of care, or they have just developed a sense of comfort with the office. I can tell you a fact that I have seen over and over again – no matter how good the dentist is, if patients have issues with the staff, they don’t stay. Staff members play as much of a role in patient retention as the dentist does, if not more. If the staff members leave with the retiring dentist, it can be that much more devastating for patients.
The fact that your dentist retired obviously means that you must have a new dentist, whether you stay with the office or you decide to go to a new office. Because of this, and especially if familiar faces remain, it is usually a good idea to give the incoming dentist a try. One thing is certain, regardless of whether you remain in the office or jump ship, things will be different.
Every dentist has their own unique personality, style of practice and philosophy of care. It is unrealistic to think that any one dentist will be the same as another. It is impossible for you as a patient to have any way to evaluate the clinical skills of any dentist……although most patients don’t even think about that. For patients, the first thing you will be looking for in your new dentist is whether or not your personality meshes with the new person.
Expect to hear new things. As I said, every dentist is different and has his/her own unique style of practice. It is up to the dentist to be able to communicate their philosophy of care with you. If they fail to do this it is their problem because you will not be staying.
In general, a retiring dentist has been in practice much longer than the new person coming in. Patients get used to the style of practice they have been in. You need to keep an open mind. I know we have been inundated recently with the notion that change is good. My philosophy is that change can be good.
It will be up to you to decide if this particular change is good for you or not. If you approach this change with an open mind, and your new provider communicates his/her philosophy well, it will give you the best opportunity to decide if it is right for you.
I will present a few more ideas on this topic next week.