How to Notify Patients You're Going Out of Network—Without Losing Their Trust (or Their Business)

Going out of network with a dental insurance plan is never a decision made lightly. Whether it's due to unsustainable reimbursements, increasingly restrictive plan limitations, or the inability to deliver quality care under in-network constraints, one thing is certain: how you communicate this change to your patients makes all the difference.

If your goal is to maintain your patient relationships and keep your schedule full, you need a strategy that’s clear, confident, and compassionate. Let’s walk through how to notify your patients the right way—plus, we’ve included a sample letter you can use or customize for your own practice.

First: Understand What Patients Worry About

Before crafting your message, it helps to understand what patients typically fear when they hear "out of network":

• “Will I have to find a new dentist?”

• “Is this going to cost me more?”

• “Will you still take my insurance at all?”

• “Why are you doing this?”

Your job is to reassure them while explaining the why in terms that make sense to them—not just to you as a dentist.

Best Practices for Communicating the Change

1. Be Transparent—But Stay Positive

Explain that the decision was made with their care in mind, not to increase fees or cut corners. Keep the tone confident and reassuring, not apologetic.

2. Emphasize What’s Not Changing

Make it crystal clear that:

• You are still accepting their insurance (just out of network),

• You will continue to help them maximize their benefits, and

• Your commitment to high-quality care hasn’t changed—it’s only getting stronger.

3. Use Multiple Touchpoints

Don't rely on one letter alone. Reinforce the message with:

• In-office handouts

• Email newsletters

• Scripts for front desk team

• Website banners or FAQs

• 1-on-1 patient conversations during visits

4. Train Your Team

Equip your team with clear, friendly scripts for when patients ask:

• “What does out-of-network mean?”

• “Will I still get coverage?”

• “Why are you leaving my plan?”

Sample Patient Letter: Going Out of Network

Subject: Important Update About Your Dental Insurance

Dear [Patient Name],

We hope this message finds you well! Thank you for being a valued part of our dental family. We are truly honored to care for you and your family, and we’re writing to share an important update.

After careful consideration, our practice will be transitioning out of network with your dental insurance provider, effective [date].

We want to be clear:
You can still use your dental benefits in our office.
We will continue to file claims on your behalf and help you maximize your reimbursement.
You do NOT need to find a new dentist.

This decision was not made lightly. Over time, we’ve seen that in-network insurance contracts have become increasingly restrictive—limiting our ability to provide the high-quality care and personalized experience that you deserve. Additionally, reimbursement rates have not kept up with rising costs, making it financially unsustainable to continue as an in-network provider.

Our mission is to deliver exceptional care without compromise. By stepping out of network, we can continue to uphold the integrity of our dentistry and offer the time, attention, and excellence that make a real difference in your health.

If you have any questions about your benefits, estimated costs, or how this change might affect you, our team is here to help. We’ll walk you through everything and make the transition as smooth as possible.

We are truly grateful for your trust and loyalty—and we hope to continue caring for you for many years to come.

Warmly,
[Your Name]
[Your Practice Name]
[Phone Number] | [Email Address] | [Website]

Final Thoughts: Keep the Focus on Value, Not Insurance

Patients don’t stay with you because of their insurance. They stay because of how you make them feel, the quality of your care, and the trust you’ve built.

By clearly and compassionately communicating why you’re going out of network—and how it actually benefits them—you can turn a potentially stressful moment into one that reinforces your value and strengthens patient loyalty.

Benjamin Tuinei

Founder - Veritas Dental Resources, LLC
Phone: 888-808-4513

Services:
PPO Fee Negotiators | PPO Fee Negotiating | Insurance Fee Negotiating
Insurance Credentialing | Insurance Verifications

Websites:
www.VeritasDentalResources.com | www.VerusDental.com