AADOM QUICKcast – Why Patients Say “I’ll Think About It” — And How Practices Can Help Patients Say Yes

Video Description:

“I’ll think about it” is one of the most common—and costly—phrases heard in healthcare practices today.

But in many cases, it’s not a rejection. It’s hesitation rooted in uncertainty around cost, confidence, and timing.

In this session, we’ll explore the real reasons patients delay elective and recommended care, and what practices can do to better support decision-making in the moment. Drawing from insights gathered from 500 patients nationwide, attendees will learn how financial conversations, treatment presentation, and follow-up strategies directly impact case acceptance and practice growth.

Designed for office managers, treatment coordinators, and patient-facing teams, this course will provide practical, patient-friendly strategies to help reduce hesitation, improve financial confidence, and turn more consults into completed care—without pressure or discounting.

Course Learning Objectives:

• Identify the Real Drivers Behind Patient Hesitation
  Understand the emotional and financial factors that lead patients to delay or postpone care.
• Improve Financial Conversations with Patients
  Learn how to present treatment costs and financing options in ways that build trust and confidence.
• Recognize Where Case Acceptance Breaks Down
  Identify common gaps in treatment presentation, patient communication, and follow-up processes.
• Apply Strategies to Increase Conversion
  Implement practical techniques that help patients feel more comfortable moving forward with care.
• Strengthen the Patient Experience While Supporting Practice Growth
  Explore how improved support, clearer options, and consistent communication enhance both patient outcomes and financial performance.

Sponsored by: Alphaeon Patient Financing

 

Why Patients Say “I’ll Think About It” — And How Practices Can Help Patients Say Yes

“I’ll think about it.”

Few phrases are more familiar—or more frustrating—for dental and elective healthcare practices.

The patient seemed interested. They asked thoughtful questions. They agreed they wanted the procedure. But when it came time to move forward, hesitation took over.

For many practices, this moment is often viewed as a sales challenge or a lack of urgency from the patient. In reality, it’s usually something much deeper: uncertainty.

Today’s patients are navigating rising healthcare costs, economic pressure, and more financial responsibility than ever before. They’re not just evaluating treatment recommendations—they’re evaluating whether they feel emotionally and financially confident enough to move forward.

And that’s changing everything about case acceptance.

The Real Meaning Behind “I’ll Think About It”

In many cases, “I’ll think about it” doesn’t mean “no.”

It means:

• “I’m overwhelmed.”
• “I’m unsure how this fits into my budget.”
• “I need more clarity.”
• “I don’t feel fully ready to make this decision today.”

For patient-facing teams, understanding that distinction matters.

Practices often assume hesitation is tied to the value of the treatment itself. But increasingly, hesitation is connected to the patient’s confidence in the financial process surrounding the treatment.

In a recent survey of 500 healthcare consumers, nearly 60% of respondents reported struggling to pay a medical bill, and more than half said they had delayed or postponed care due to cost concerns. These aren’t isolated situations anymore—they represent a broader shift in patient behavior and expectations.

Patients want care. The challenge is helping them feel able to move forward with it.

Why Financial Conversations Matter More Than Ever

As patient financial responsibility continues to rise, the front office and treatment coordination teams are playing a more important role than ever in the patient journey.

The financial conversation is no longer a secondary administrative step—it’s part of the patient experience itself.

When handled well, these conversations create:

• Clarity
• Trust
• Confidence
• Momentum

When handled poorly—or avoided altogether—they create hesitation.

Many teams struggle here not because they lack empathy or professionalism, but because they don’t always feel equipped or comfortable discussing cost. In some practices, financing is only mentioned as a last resort. In others, conversations focus heavily on total cost instead of manageable pathways forward.

Patients don’t necessarily need lower-cost care. Often, they need clearer options and reassurance that moving forward is realistic.

The Practices Winning More Yeses Are Doing These Things Differently

High-performing practices are shifting the way they approach patient communication and financial presentation.

Here are a few common patterns among teams improving case acceptance:

1. They Introduce Financial Options Early

Instead of waiting until the end of the conversation, successful teams normalize financing and payment options as part of the overall treatment discussion.

This removes stigma and reduces the feeling that financing is only for patients who “can’t afford” treatment.

2. They Focus on Monthly Affordability, Not Just Total Cost

Large treatment totals can create immediate emotional resistance. Breaking options down into manageable monthly payments helps patients process decisions differently and feel more in control.

The conversation shifts from:
“Can I afford this?”
to:
“How can I make this work?”

3. They Prioritize Confidence Over Pressure

Patients can feel when they’re being “sold.” The strongest teams focus instead on education, support, and transparency.

Simple language, empathy, and reassurance often outperform aggressive closing tactics.

4. They Follow Up With Purpose

Many practices lose patients not during the consultation—but after it.

A patient who leaves unsure often needs thoughtful follow-up, additional clarity, or another opportunity to ask questions. Practices with strong follow-up systems consistently recover more opportunities and improve conversion over time.

Financing Is No Longer Just a Payment Tool

One of the biggest shifts happening in healthcare today is the growing role financing plays in patient access.

Financing isn’t simply about helping patients pay—it’s about helping patients proceed.

When patients understand their options and feel supported in the process, they’re more likely to move forward confidently with recommended care.

That’s why the financing experience itself matters.

Patients increasingly expect:

• Flexible options
• Clear terms
• Simple application experiences
• Teams that can confidently guide them

Practices that embrace this shift are creating stronger patient experiences while also improving growth, production, and treatment acceptance.

A Better Approach to Case Acceptance

The practices succeeding today are not necessarily the ones with the biggest marketing budgets or the most consults.

They’re the practices that:

• Reduce friction
• Build confidence
• Support patients through uncertainty
• Make financial conversations feel human

Because ultimately, “I’ll think about it” is rarely the end of the conversation.

It’s an opportunity.

An opportunity to better understand the patient, better support their concerns, and create a clearer path forward.

When practices do that well, more patients say yes—not because they felt pressured, but because they finally felt ready.

 

Tate Roark, Vice President – Dental at Alphaeon Patient Financing

Tate Roark, based in Oklahoma City, OK, US, is currently a Vice President – Dental at Alphaeon Patient Financing. Tate Roark brings experience from previous roles at Pulpdent, Alphaeon Credit, and VOCO America Inc.

Tate Roark holds a 1998 – 2003 Bachelor’s degree in Business Administration/Marketing @ University of Oklahoma. With a robust skill set that includes Channel Partners, Business Planning, Trade Shows, Tactical Plans, Sales Research, and more.

 

 

 

Amy Mendoza, MBA

Ms. Mendoza brings over 20 years of experience in marketing across both business-to-business and business-to-consumer industries. She currently leads brand strategy and growth at Alphaeon, a patient financing platform focused on expanding access to care and helping healthcare providers drive practice growth through smarter, provider-supported financial solutions.

Her omnichannel expertise spans brand development, reputation management, and conversion-focused strategy for both growth-stage and enterprise organizations. An award-winning marketing leader, her work has contributed to organizations recognized on the Inc. 5000, named a Digital Health Hub finalist (2024), honored with a Merit Award for Change Communications (2025), and recognized by Becker’s Healthcare for industry leadership and innovation.

She has led high-impact marketing initiatives through dynamic market conditions, demonstrating strong strategic adaptability and a results-driven approach.

A passionate advocate for leadership development and community, Ms. Mendoza is a founding board member of Women in DSO and actively supports initiatives that elevate women across the dental and healthcare industries. She is also a frequent speaker at industry and professional development events.