Dentist practice transitions

Be upfront about a change in ownership or risk your patients feeling alienated

Leon Klempner, DDS

Amy Epstein, MBA

It’s never too early to start thinking about a communication plan when a change of practice ownership is in the works. Patients don’t like surprises, particularly when it comes to their doctors. Letting them in on the news as early as possible will help mitigate any stress patients may have about a management transition. If you keep them in the dark because you’re afraid to tell them, get ready for the inevitable backlash—lost patients, hesitant referral sources, negative word-of-mouth, and erosion of the reputation and trust you spent decades building.

When to communicate

Doctors spend years building their reputations in their communities—with patients, with centers of influence, and with their staff. It’s the reason why dentists even have practices worth selling. Patients grow to trust you; therefore, they recommend your office to their friends. Your staff believe in the practice, and have come to see it as much more than just a place to collect a paycheck. This is why it’s vital to begin communication about a transition as early as possible. We recommend a minimum of six months before any major changes take place. Like the old saying about when to vote, you need to communicate early and often.

The incoming doctor has a vested interest in involving himself or herself in the transition plan from day one. This person wants to capitalize on all of the intangible but valuable assets. If someone is buying a practice or joining one, he or she wants to take advantage of all of the qualities that made the business attractive in the first place. Transferring those values to a partner or new doctor doesn’t happen overnight. It takes a long time to convince people that the new doctor is going to do just as good a job as the previous doctor.