Good morning all,

I purchased a practice a little over 2 1/2 years ago, and inherited a patient base accustomed to bending the rules and swinging deals. When I started, we were in-network with 3 insurance companies. I have been able to whittle it down to one: Delta Dental.

There is a patient who was friends with the previous owner, and has probably received a lot of favors over the years. He has recently retired, and no longer has his Delta Dental plan. Last time he was in, he, in a very joking tone, asked for the "super senior Delta discount." I explained that we offer a 5% courtesy to all of our senior patients. He seemed ok with that, but then left a detailed review on our website.

While the review was still 4 stars, and championed our expert care and great work, it also called our billing practices "questionable" and basically said, that if we didn't match his old Delta fees, he'll leave the practice. Now, normally, I wouldn't mind losing a patient, and this patient in particular, I would be fine with losing. That said, he has already shown a willingness to leave an unfavorable review, and I have MANY patients who consider themselves friends with the previous owner. There's a chance that I could take a pretty decent hit if he walks and takes some of the friends with him.

First of all, is there anything illegal about matching the Delta fees? It seems to me that those fees are a privilege of being in-network, and there could be some sort of breach of contract with Delta if I give "Joe Blow" their rates.

Second, I really don't want to cave to his demands. How can I say it without turning it into a negotiation? Do I have my office manager do the dirty work or is this a phone call I need to make myself? Should it even be a phone call? Maybe a letter?

I'd greatly appreciate everyone's thoughts here.

Thanks in advance!