Introducing the pass the fee for credit card payments at your dental practice is an effective way to offset rising payment processing costs. However, how you communicate the change to your patients is critical. A well-executed, transparent transition can help prevent confusion, reduce resistance, and ensure your patients continue to feel respected.
How to Acknowledge and Address Patient Concerns?
One of the biggest questions clinic owners have is: How will my patients react? When it comes to changes in pricing, especially with new charges, you will want to take a patient focused approach on communication.
Here’s how to address those concerns thoughtfully:
- Transparency: Let patients know that the pass the fee helps keep treatment costs stable for everyone, without raising fees across the board.
- Proactive Communication: Ensure patients are informed about the pass the fee before they encounter it, allowing them time to process the information before they get to checkout.
- Explain the Alternatives: Let patients know that there are alternative ways to pay like Interac Debit or cash that remain fee free to them.
| Pro Tip: The earlier you address the change, the smoother the experience will be for both patients and staff.
Balancing Cost Reduction with the Patient Experience
As a clinic owner, reducing costs is essential for the sustainability of your practice. However, while managing expenses is important, you still want to deliver a great patient experience. Implementing the pass the fee program is an effective way to reduce payment processing costs, but it’s important to balance that with transparent communication and patient-friendly options.
While change can feel daunting, it’s important to prioritize what’s best for your practice. With thoughtful implementation, you can reduce costs while maintaining patient relationships.
Rescue Payments Communication Strategy: Making It Easy to Understand
Once the information is in place, the next step is ensuring that your communication strategy supports a seamless transition. The key to successful implementation lies in how you share the information with patients.
Displaying clear signage at the front door/entrance and payment terminals is a proactive approach that ensures patients have time to process the information before reaching the payment point. Additionally, an email notification regarding the change is a great way to prepare the masses.
Equip your staff with the necessary knowledge. Ensure the team understands the reasons behind the pass the fee – specifically, how rising payment processing costs are affecting overall pricing. When your staff can explain this clearly and confidently, patients feel more at ease. For example:
“A small fee has been added for credit card payments to help keep treatment costs affordable. Debit and cash remain unaffected.”
By setting clear expectations and making your front line feel prepared, you’re laying the foundation for a smoother, more transparent experience.
What Patient-Centred Solutions can I Offer?
While the pass the fee helps cover payment processing costs, it’s essential to provide patients with options that make them feel in control of their payment methods:
- Highlighting Debit and Cash Payment Options: Remind patients that debit and cash payments are free of the fee. Ensure they are aware of their options.
- Introduce Financing: Offering payment plans is a great way to reduce financial burden. Rescue Payments’ Buy Now Pay Later option allows patients to break payments into manageable installments, making it easier for them to afford the care they need.
- Automate the Process: Surcharges are automatically applied during credit card transactions. The terminal takes care of everything, and there is no need for manual preselection or adjusting for card type.
Ready to Implement Pass the Fee? Here’s How to Get Started
Implementing a pass the fee program doesn’t need to be difficult. With clear communication, proactive signage, and alternative payment options, your clinic can smoothly introduce this change without compromising patient satisfaction. Patients want transparency and flexibility, and when you provide them with both, the likelihood is that the transition will be smooth.
Rescue Payments offers tailored solutions, from customized signage to staff training materials, ensuring your clinic is fully prepared for the transition. By introducing the pass the fee thoughtfully with the right partners, you can maintain strong patient relationships while optimizing your practice’s payment processes.
Ready to get started? Apply online today to begin optimizing your payment process with Rescue Payments and ensure a seamless transition for your clinic.
