1027: Metric Mondays: Low Case Acceptance Is Often a Trust Problem - Miranda Beeson

Case acceptance slows down when patients don’t fully trust the diagnosis or understand the outcomes they’re buying—not just the treatment they’re paying for. In this episode, Kirk Behrendt talks with Miranda Beason, ACT’s Director of Education, about why low case acceptance is often a trust problem and how to fix it with better value communication, co-discovery, and consistent team language.

You’ll learn what it looks like when practices get case acceptance wrong, what “right” looks like in real conversations, and the specific behaviors and tools that move patients from “let me think about it” to scheduling before they leave. Listen to Episode 1027 of The Best Practices Show!

Main Takeaways:

1. Low case acceptance is rarely about price alone and is often rooted in missing trust and value creation.
2. Patient acceptance percentage can look strong even when dollar amount acceptance shows weak commitment to comprehensive care.
3. When practices miss trust-building, patients leave without scheduling, say “let me think about it,” and large plans sit in unscheduled treatment reports.
4. Inconsistent case acceptance between providers often reflects differences in how clearly outcomes, value, and trust are communicated.
5. When teams build trust well, patients ask curious questions, prioritize recommended care, and accept comprehensive plans at higher rates.
6. Co-discovery and co-diagnosis help patients participate in understanding their condition and choosing solutions, which increases trust and commitment.
7. Visuals like intraoral photos and properly oriented radiographs help patients see what you see and reduce confusion during treatment discussions.

Snippets:

00:00 Metric Monday Kickoff

01:55 Why Trust Drives Acceptance

04:19 Signs Youre Getting It Wrong

05:48 Patient vs Dollar Acceptance

07:39 Accountability and Assistants

10:05 What It Looks Like Right

13:13 How to Improve Today

15:01 Tools Visuals and Language

16:37 Resources and Wrap Up

Guest Bio/Guest Resources:

Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.

Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.

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