Matt Muscolo is senior vice president and general manager of dental practices at CareCredit.

Matt Muscolo

How Dentists Can Help Patients Navigate Unforeseen Dental Care | Image Credit: © CareCredit

Whether planning for significant milestones or simply trying to go about one’s day, the possibility of a sudden chipped tooth or a cumbersome toothache isn’t something that’s anticipated. Unexpected, and sometimes time- sensitive, dental issues can bring pain and discomfort, as well as the looming stress of unplanned costs to consider. In fact, many patients may not be prepared to address the costs associated with unforeseen dental needs that go beyond routine dentistry.

More can be done to help patients financially prepare for dental services, and providers need to equip them with proactive financial education and tools to access timely, quality care without any financial stress. Partnering with a third-party financing company helps dental teams have proactive financial conversations with patients and ease their cost-related anxiety about unexpected dental care. Financial hurdles can be a significant barrier to patients seeking necessary oral care. According to Synchrony’s 2023 “Dental Lifetime of Care” study, 83% of people would consider delaying unanticipated dental care due to its cost.

 Further, 17% of survey respondents reported ignoring professionally recommended procedures, nearly half of whom experienced additional oral health issues. When patients postpone necessary treatment due to financial concerns, there is a chance existing conditions may worsen, or new ones may arise.

With oral health and oral germs being directly associated with overall health, it’s no surprise that it they can be linked to severe conditions such as cardiovascular diseases, pneumonia, and pregnancy complications when left untreated. For example, periodontal diseases have been proven to have a strong association with strokes, related to atherosclerosis, while untreated dental abscesses have the potential to spread to other parts of the body.

Untreated dental issues may also have financial ramifications. What can initially be a simple procedural fix can cause additional issues and expenses that may impact patients long term. The financial pressure, coupled with the dental pain and discomfort, may create stress and anxiety for patients, which can lead to them feeling overwhelmed and contribute to the avoidance of needed care.

Based on insights from the Synchrony and Commonwealth Health Advisors’ “Patient Pay” survey conducted in 2020,

 patients are looking for payment products and plan options from their providers before receiving any care at all, suggesting that patients are willing to invest in the quality care they need, if the options are extended to them. Providers can help patients manage care costs and financially prepare for nonroutine dental care by expanding consumer payment offerings and working with a third-party financing partner. When considering the right financing partner, there are important aspects for dental practices to consider, including the following:

A seamless and accessible prequalification process:

 Prequalification helps providers and patients understand what resources are available to help patients manage costs. Solutions such as Synchrony’s CareCredit credit card allow patients to see in real-time if they prequalify for a financing solution they can use to pay for their treatments. If approved, patients can use their credit card immediately to receive timely care. Further, patients can use CareCredit to purchase daily dental care tools, from Waterpiks to floss and routine dental services.

Digital financing tools can help patients assess their financial resources anytime and anywhere,giving them a sense of control in the process. CareCredit offers digital solutions to help patients learn more about the credit card and apply from the privacy and security of their own device. This fosters consumer-driven financing, where patients are in control of their payments.

Integrated practice management software (PMS):

 Providers would benefit from an alternative financing solution that can be integrated across the revenue cycle into their PMS, alleviating the burden for care teams by creating an enhanced and simplified administrative workflow. CareCredit offers an integration in PMS that streamlines the process and makes it easier to process transactions, saves time, and reduces the number of manual errors.

Equipping patients with information about financing options prior to facing unexpected dental treatments and care helps providers and patients act quickly when necessary and to move forward with timely care, avoiding the risk of more costly and invasive procedures in the future, which can lead to better oral health outcomes.

1. SynchronyDental Lifetime of Care Study. October 2023. CareCredit is a Synchrony solution.

2. PatientPay. CareCredit and CWH Advisors. October 2020.

Articles

Practices must equip patients with treatment information and discuss potential financing options before unexpected dental treatments become too big of an obstacle and to help them avoid the risk of more costly and invasive procedures in the future.

How Dentists Can Help Patients Navigate Unforeseen Dental Care

Confusion and Cost May Affect Dental Health Decisions | Image Credit: © Togrul - stock.adobe.com

In 2023, Synchrony, on behalf of CareCredit, conducted the Dental Lifetime of Care study (dentallifetimeofcare.com) to understand people’s perceptions of the cost of dentistry and to gain insights on how that perception may shape their dental health care decisions. A few of the study’s key findings suggest that patients may be confused about their insurance benefits and the cost of dental care. In fact, only 30% of survey respondents found understanding dental health expenses easy and only 50% with dental benefits knew their annual maximum.

When patients are confused about cost or are not aware of how their benefits may offset that cost, they may accept partial treatment, delay care, or choose not to accept treatment at all. The 2023 Dental Lifetime of Care study findings also found that because of cost, 17% of patients surveyed ignored a recommended procedure, 29% delayed treatment, and 13% chose a less costly treatment. Combined, that’s 59% of patients who did not move forward with recommended and needed dentistry. So what does that mean for dentists? Results from the Dental Economics/Levin Group Annual Practice Survey found that the average dentist’s personal production was $733,000 (excluding hygiene production).

 So even if 10% of patients are not moving forward with treatment, it’s not only patients walking out the door without needed care but also potentially $73,000 in production lost for the practice.

The dental team can play a pivotal role in informing patients so that they have clarity on the value of care but also on costs and how to pay for it. Here are 4 best practices to consider:

Proactively review patient insurance benefits and how they work prior to the examination so that patients know what their benefits will cover.

Put patients at ease by letting them know you have payment options, including the CareCredit credit card, should there be a gap in the cost of care and their benefit contribution. Make sure to reinforce that they thoroughly review the terms and conditions while considering payment options.

Use visual aids when presenting cost, and tie the cost to the value of the dentistry being recommended—specifically how it will benefit the patient or solve a problem. CareCredit has resources, such as a payment options form, available to enrolled practices at 

Let patients know whether there are any potential consequences for delaying, declining, or compromising care.

Most Americans have been faced at one time or another with an expense that they did not plan or save for, and that can cause financial stress. The study results found few patients proactively save for dental care. In fact, almost 75% of study respondents said they don’t save for dental care and of those who do, the average is only $648.

Confusion about the cost of dentistry and insurance benefits may also affect patients’ decisions to make an appointment in the first place. In the Dental Lifetime of Care study findings, of the people surveyed, only 73% went to see their general dentist in the past 12 months. Of those who did not, 54% cited expense as the reason.

Ongoing patient communications can encourage those who hesitate to schedule an appointment by increasing awareness of the average cost of care, how benefits work, and ways to manage out-of-pocket costs. Proactively educating patients about cost and insurance benefits can help patients have clarity and make care decisions to improve their oral health.

1. Levin R. The 2024 DE/Levin Group Annual Practice Survey: a period of higher production and long-awaited stability. 

. Published online May 8, 2024. https://www.dentaleconomics.com/practice/article/55016675/higher-production-and-much-needed-stability-the-2024-de-levin-group-annual-practice-survey

This content is subject to change without notice and offered for informational use only. You are urged to consult with your individual advisers with respect to any information presented. Synchrony and any of its affiliates, including CareCredit (collectively, “Synchrony”), make no representations or warranties regarding this content and accept no liability for any loss or harm arising from the use of the information provided. Your receipt of this material constitutes your acceptance of these terms and conditions.

CareCredit research indicates that many patients are unclear about their insurance benefits and the costs of dental treatments.

Confusion and Cost May Affect Dental Health Decisions

Be Prepared for Unprepared Patients | Source: CareCredit

There are a lot of good surprises, like finding a $20 bill in an old coat pocket. Then there are surprises that are not as welcome, like unexpected dentistry. Synchrony, on behalf of CareCredit, conducted the Dental Lifetime of Care study in 2023 to understand individuals’ perceptions of the cost of dentistry and gain insights on how that perception may shape their dental health care decisions.

 One of the key findings was that 46% of survey respondents were unprepared for their largest dental expense, ranging from exams to implants. Utilizing the survey results, dental practices can help more patients move forward with needed or wanted dentistry by being prepared when their patients are not.

Only 30% of survey respondents found it easy to understand dental health expenses. And of those with insurance, 50% did not know their annual maximum. A lack of information or understanding often results in a patient believing that the cost will be prohibitive, which can result in the patient walking out the door without a scheduled appointment or not committing to the recommended care.

To help more patients get the care they need and keep their appointments, we recommended that practice staff do the following:

Determine if the patient has insurance to cover the cost of the treatments and services and what their benefits might provide. Plan to supplement this information with a discussion about how benefits can help pay for the cost of dental care.

Have an honest discussion with the patient. Ask clarifying questions to make sure they understand the information completely.

 Thoroughly review the cost of the dentistry with the patient and explain its value to their oral and overall health. Consider unique approaches for different patients. For example, use visual aids for those who are visual learners.

 Share details of any out-of-pocket costs in a way that is easy for them to understand, through discussions, informational materials, or videos.

Unfortunately, cost can be a challenge even when patients have dental benefits to help with the cost of the treatment. It’s especially frustrating to those patients who value dental care. In fact, cost or expense was the No. 1 reason respondents said they did not see their general dentist in the past 12 months.

Patients often delay or ignore treatments because of cost. Specifically, the survey results showed the following:

29% of respondents indicated they have delayed care

With patients shouldering more financial responsibility for their dental care because of higher out-of-pocket costs, rising costs can result in individuals choosing between their financial and physical health. We think it’s important for individuals to proactively prepare for expenses when they believe they will need or want to pay those expenses in the future.

According to the study results, the out-of-pocket costs for the average adult aged 20 to 79 years was $51,000 to more than $95,000 over their lifetime, not including complex care such as implants or orthodontics for children. It’s important to help patients get a clear picture of what they can expect to pay in dental care costs over a lifetime so that they can plan ahead and look at financial options that can help them manage these costs today and in the future.

Proactively offering payment solutions that include major credit cards and a financing solution such as the CareCredit credit card may be appreciated by patients. In the survey, 58% of respondents indicated they would probably or definitely choose a payment option that provided predictable, set, equal payments without having to use their general purpose or retail credit cards.

Ultimately, the goal is to help patients be prepared and comfortable accepting recommended dentistry so they can have a healthy and beautiful smile. To learn more about the study, visit carecredit.com/sites/pc/pdf/dental-lifetime-of-care-study.pdf.

1. Synchrony; Americans May Forgo Dental Treatments Due to Cost, Risking Overall Health, New Synchrony Research Reveals. Accessed March 19, 2024. https://www.synchrony.com/contenthub/newsroom/americans-may-forgo-dental-treatments-due-to-cost,-risking-overa.html

CareCredit research indicates that many individuals are not prepared to handle large dental expenses and may need payment options to follow through with treatments.