I am looking for a friendly but formal letter to send to a few patients who have outstanding accounts with me and have not responded to our efforts to date. I have spoken to one gentleman in person and we still have not received a payment for the account. What I have done in the past is send a self-addressed stamped envelope with a letter asking the patient to please take a moment and settle up the account as it has been overdue by 2 months. Can you offer some advice on how to be forceful and to the point and not risk being unkind?

My Response:

Treating symptoms is a pain, isn't it?

Collection problems are a symptom. It's the price one pays for extending credit-whether you're a credit card company, mortgage company or chiropractor.

There aren't a lot of great answers to this problem. The worst of it is, whatever you do, you'll likely lose out to reactivations and referrals from these patients. If you never collect, patients will feel out of exchange with you and shamed by their inability to pay. If they have a relapse, they'll likely go to a different chiropractor. The same is true if you eventually get the money over a protracted time period. Their shame will likely prevent further contact with your office. (If they don't pay, maybe this is a good thing?)

There are three collections letters in my 50 Patient Letters book that may be helpful. However, a better strategy would be to reduce the amount of credit you offer patients, or begin more rigorous background and credit checks before offering to be a "bank" for your patient's health.

Bill