Churn Happens

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Patients will leave your practice. Sometimes they move. Sometimes they “get insurance.” Sometimes you have no idea why they are leaving. I recently read a few FB posts where patients have left their DPC docs’ practices and these same physicians were stressed about it. One had a really valid excuse about being away for a few days and yet 4 patients canceled.

When patients leave for unknown reasons it is about money 99% of the time. They somehow forget the skin procedures you did, the ten visits that year, and the dozen emails/calls. All they know is that for the past four months they didn’t use you and they saw money coming out of their bank account. They were unable to process the “whole year” and average out their savings. Will they be back? Maybe. Will they admit why they left if you ask? Probably not. They may say they don’t use you enough and there is not enough value in being a member. You may respond with all the things you did and then the email tennis volley goes back and forth.

DON’T DO THIS.

If you want to show how much you do for your patients then let them know. When you do a mole removal, for example, send an email letter afterward expressing how awesome it is to save them money. “We are so happy to save money for our patients. Did you know that a mole removal at a dermatology office is often $700?”

Telling them this after they cancel never gets them back.

You can read more about this in my book Slowing the Churn in Direct Primary Care (While Also Keeping Your Sanity).

The important thing is that you keep your sanity. It is not always a bad thing when patients leave, especially if they did it for ridiculous reasons. PRUNING YOUR BONSAI TREE IS A GOOD THING.

About Douglas Farrago, MD

Dr. Farrago is a retired family physician based in Forest, Virginia. Since 2021, he has run DPCnews.com, a leading resource for the Direct Primary Care (DPC) movement. He is the author of three best-selling books on Direct Primary Care: The Official Guide to Starting Your Own Direct Primary Care Practice The Direct Primary Care Doctor’s Daily Motivational Journal Slowing the Churn in Direct Primary Care (While Also Keeping Your Sanity) In 2016, Dr. Farrago conceived the idea for the Direct Primary Care Alliance and co-founded the organization alongside other pioneering DPC physicians. He is widely recognized as a leading expert in the DPC model and frequently lectures to medical students, residents, and practicing physicians on how to successfully start and run their own DPC practices.Dr. Farrago sold his Direct Primary Care practice in October 2020 but continues to receive care there as a patient.