The Art of Growing Your Practice Through Concierge Care
Have you ever wondered how to grow your practice with new patients, or how to retain them and create steady, long-term growth? According to recent studies, the average new patient retention rate is only 57%, while top-performing practices retain up to 99%. What makes the difference?
After 25 years of managing my practice, I’ve found that one of the most effective strategies is developing a concierge-style approach to care. This model not only differentiates your practice from competitors but also creates meaningful, lasting relationships with your patients.
The best part?
These methods are both teachable and achievable, and your entire team can take part in the transformation.
Defining Concierge Care in Your Practice
The first step is to clearly define what concierge care means to you and your team. What elevated experiences can you realistically provide? What standards do you want to uphold? Communicating this effectively will ensure proper follow-through by your team to meet and exceed your practice goals and standards for care.
Set measurable goals, whether it’s increasing new patients by 20% or improving retention, and communicate them consistently. Track your progress and review it during monthly meetings, and remember to celebrate wins as a team. It’s so motivating to see the growth in your practice. Clarity of your goals creates alignment with your team and alignment drives results.
Building Personal Connections
In my office, concierge care begins the moment a patient walks through the door. We greet every patient with a smile and address them by name. We also make a conscious effort to remember personal details about them.
This level of attentiveness makes patients feel heard and valued. When you treat patients like family, it shows—and they respond with loyalty and referrals.
In a small-town setting, we often run into patients outside the office, and they’re always surprised and appreciative when we remember their stories. Whether your practice is in a small town like mine or in a busy urban area, you can still connect with your patients outside of your office. You might see them at the local coffee shop or gym in your community. Making these personal connections is the foundation of trust and long-term patient retention.
Teamwide Implementation
Delivering concierge care requires clear communication across your entire team. Each department plays an important role.
Your front office team sets the tone. A warm greeting, active listening, and attention to patient needs are essential. If a patient appears anxious, offering water or a comforting word can make a big difference. If they need assistance coordinating transportation or have financial questions, addressing these concerns proactively enhances their experience before treatment even begins.
At my practice, if our patients are referred to a specialist, we always help them schedule their appointment. This eases the process for our patients and they feel like they are being treated like a VIP, which they are!
Elevating the Clinical Experience
During treatment, patient comfort should be a top priority. Small touches can have a big impact—neck pillows, warm blankets, lavender-scented towels, and entertainment options all contribute to a more relaxing visit. Even something as simple as providing lip balm can improve comfort.
Clinically, minimizing discomfort is equally important. For example, effective anesthetic techniques can significantly reduce patient anxiety and pain. Also, having a smooth process of delivering care speaks volumes to your patients. I have often heard my patients say that it was like the dentist and the assistant were a well-oiled machine, meaning it was a smooth and seamless process.
If your practice has a lot of technology, like CEREC, it’s also important for the equipment to work well without issues, and having a well-trained clinical team is very important in delivering this type of care. When patients feel comfortable and cared for, they are far more likely to return—and to recommend your practice to others.
The Result: Lasting Relationships
When concierge care is consistently delivered, the results go beyond metrics. You build genuine relationships with your patients. They begin to associate your practice with trust, comfort, and exceptional service.
As Maya Angelou said, “People will never forget how you made them feel.” That emotional connection is what keeps patients coming back and will set your practice apart.
Final Thoughts
Concierge care is not about grand gestures—it’s about consistent, thoughtful attention to the patient experience. By implementing these strategies, you can increase referrals, improve retention, and create a more positive environment for both patients and your team. Most importantly, you’ll build a practice rooted in connection, trust, and long-term growth.
About the Author
Janet Alvis, MAADOM
With 35 years in dentistry, I bring a deep understanding of both clinical operations and practice management. As the practice manager for a multi-doctor dental office, I specialize in creating efficient systems, supporting team development, and ensuring exceptional patient care.
I also serve as Vice President of the San Diego Learning Professionals Network DPLN, where I collaborate with fellow professionals to support continuing education and growth within the dental community.
