Happy March! The amazing industry of orthodontics is incredibly competitive, and just because you win over a patient at their new patient consultation doesn’t mean you have them for life. If you’re not able to retain them, you could miss out on them as a Phase 2 patient, miss out on their siblings, or even their parents.

Most practices only “start” their Observation patients 50% of the time. The other 50% wander into another office, and then you’ve lost them. So why does this happen?

It’s All About Patient Engagement

Retention is about the experience, making patients feel valued—even if they aren’t ready for treatment yet. If they enter an Observation phase, they need to feel like they ARE a patient of yours, even if they haven’t clinically started treatment yet.

Build a Robust Observation System

A strong Observation or Growth & Development phase keeps patients engaged and committed to your practice. Here’s how:

• Make them feel special—like they’re part of an exclusive club.
• Provide incentives—swag, games, earning points or bucks.
• Keep them on a shorter recall cycle—don’t push them out 6, 9, or 12 months. Patients should leave your office with a clear status and a booked appointment in 4 months.

Two Key Observation Statuses

1. Obs Not Ready – These patients come in for growth and development checks every four months in the clinic.
2. Obs Ready – These patients are booked into the consultation room with the Treatment Coordinator every four months.

Retaining Phase 1 Patients into Phase 2

Just because a patient completed Phase 1 with you doesn’t mean they’ll automatically return for Phase 2—even if you offer a discount. It’s all about the experience. What emotions are you evoking from your patients that keep them coming back?

• Joy – Make visits fun and rewarding.
• Trust – Keep communication clear and proactive.
• Comfort – Ensure every interaction is a positive one.
• Value – Show them the long-term benefits of staying with your practice.
• Commitment – Keep them engaged with consistent follow-ups.
• Culture – Create an environment where they feel like family.

Evaluate Your Retention Metrics

I encourage you to run your practice metrics report for patient retention. If you’re falling into that 50% category, let’s chat! Our Front Desk Success, TC Excellence, and New Patient Experience Master Classes empower your team to:

• Evoke the right emotions in your patients.
• Implement systems that improve patient retention.
• Strengthen communication to keep patients engaged.

Boost your retention above industry standards and increase your practice’s revenue and growth!

Let’s thrive and align in 2025!

~Shelley 😊
Owner, Align My Practice
https://alignmypractice.com/
shelley@alignmypractice.com
949.329.4620