Last month, Kirk talked about ways to re-think how we treat changes in our doctor and hygiene schedules. He reminded us that it may not always serve our best interests to fill those gaps quickly but instead, to hold space for ourselves and others so we can perform at our best.
Before I share my thoughts this month with you, I have a confession to make …I’m a dental nerd. I love having my teeth cleaned professionally, I love talking dentistry and I trust my dentist. I’m also aware that not everyone enjoys their dental visits as much as I do. And for those who deal with these types of patients, let’s explore some of the ways to overcome these challenges.
Essentially, patients who miss/cancel appointments usually fall into these 4 categories:
- The practice didn’t create enough value for the treatment for the patient.
- The patient simply agreed to the appointment to avoid conflict.
- The patient is afraid of pain or inconvenience.
- The patient owes money.
The front desk also plays an important role in creating that treatment value for the patient so when Mrs. Jones comes up front to make that appointment, it’s the front desk’s role to support the patient’s choice, too. This is where the hand-off from the clinical team to the front desk is indeed critical.
Here are some techniques you can use to overcome schedule changes:
1. Make it harder for patients to cancel or re-appoint
No matter how open the schedule is. This is a huge challenge for most practices because it goes against the production mindset. When patients call to change their appointment, the first response should be “Oh my, is everything okay? [then silence].” You want them to know you were expecting to see them and now you’re concerned they’re not coming. “John, I know Dr. Jones was prepared to see you today and we had this time reserved just for you. Is there ANY way I can help you keep this appointment?” Again, you’re letting the patient know you care. If there’s no way John will keep it, then say, “Well, I appreciate you calling to let me know. Dr. Jones’ next availability is …6 WEEKS OUT (no matter what, even if he has an opening tomorrow!)”. This is the hardest part – but if you make it easy for John to re-appoint in a matter of days, he will NEVER value the treatment or time.
2. Remove “confirm” from your vocabulary
It gives the patient an opportunity to cancel since it implies ‘tentative’. Instead, try using “courtesy call” and “reserved time”. Your goal should always be to ask the patient how your practice can best communicate with him/her regarding appointments. And with many of today’s emailing, texting and calling technologies, there is bound to be a method of contact during the day your patients would prefer …but you have to ASK. If phone calls are best and you reach a voicemail, try saying “Hi, this is Judy at Dr. Jones’s office with a courtesy call for Mrs. Brown regarding her hygiene visit with Allison. Mrs. Brown, we have you reserved at 9:00am this Friday, October 14th and look forward to seeing you then! If you have any questions, please call us at 555-3456.” Avoid saying if you need to cancel your appointment please give us 24 hours notice. Not only does it give negative energy, it also gives permission to cancel. Set the expectation of seeing her Friday with confidence. Try using this verbiage over the next few weeks and see what happens. Sometimes, just a simple change in wording makes all the difference.
3. Separate payments from the appointment
Many practices that we work with have enjoyed greater success and predictability by simply making clear financial agreements and removing the ‘payment anxiety’ before the appointment is even reserved. When separating the financial obligations from the day of treatment, patients are more relaxed, the dental team is more relaxed and everyone can focus on the care of the patient. These agreements come in many shapes and sizes, such as half now and half the week of the appointment, or payment in full when reserving the appointment, so explore ways with your team how you might be able to lower everyone’s stress by separating payments from the day of treatment.
4. Let the less-than-desirable patients fall away quietly… on their own
Many practices spend A LOT of time and energy chasing patients that aren’t your best patients to begin with, simply because there are holes in the schedule. When a patient that owes you money, regularly cancels or doesn’t even show up, simply tell them the next time they call to cancel, “Mr. Problem, I understand your schedule is super busy and so is ours. Let’s do this – how about you call me the next day you’re able to come in and I’ll see what times we have available.” By doing this, if they call and you have time available, great – and VERIFY they’re prepared to bring a payment. Most often, you’ll find they won’t call you back and then you’re not chasing a patient who doesn’t value the care you’re providing and devoting more attention to those that do.
Life happens, usually when we least expect it and the reality is there will be changes to your schedule. Consider holding that space open that Kirk mentioned last month to work on your practice instead of in your practice. And when the next call is from a patient to cancel his/her appointment, try using the 4 techniques above and let me know how it goes.
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