DSOs have gained a largely negative reputation from patients and dentists due to various factors, including the involvement of private equity companies and claims of placing production above patient outcomes.
Barry Lyon, DDS, director of provider recruiting and onboarding at Dental Care Alliance, recently spoke with Becker’s about the public’s perception of DSOs and how organizations can boost trust with providers and patients.
Editor’s note: This Q&A is part of a weekly series featuring Dr. Lyon focused on topics in the dental industry and DSO field. The views expressed are those of Dr. Lyon and do not necessarily reflect those of Dental Care Alliance.
This response was lightly edited for clarity and length.
Dr. Barry Lyon:
The public has conflicting views of the DSO industry. While increased accessibility, online scheduling and utilization of the latest technology are seen as positives, the “corporate dentistry” concept and its alliance with private equity is influencing the public’s perception of DSOs.
Patients want convenience, affordability and consistency from their healthcare providers. At first glance, DSO-supported practices and private practices appear to be similar and share these characteristics. But here is where the “corporate dentistry” label affects public perception: Negative publicity about DSOs and overtreatment, production quotas, financing schemes and the gradual dissolution of the doctor-patient relationship have begun to shape how patients view DSOs. While anecdotal, they are reinforced over the growing perception that private equity is adversely affecting healthcare in general. Further influencing the public’s opinions is the bias privately practicing dentists have against DSOs. Patients trust their dentists, and their negative comments about DSOs further undermine public confidence.
DSOs have worked hard to enhance the trust between themselves and patients. Transparency, positive outcomes and continuous support of patient expectations will increase the confidence and satisfaction the public has with the industry.
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