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Picture this: Your office is scheduling appointments six, eight, and twelve months in advance. One month before a patient’s appointment, you mail them a postcard to remind them of their upcoming visit. Two days before the appointment, you call them to confirm, informing them that there is a fee for patients who fail to show up. And yet, you still have missed appointments and last-minute cancellations plaguing your schedule.
This problem is a common one in dental practices. But don’t worry; all hope is not lost! Here are some easy steps that your office can take to decrease your no-show rate and help prevent cancellations:
1. Diagnose these people as A, B, or C patients:
“A” Patients are those people who are a pleasure to work with. They show up on time for their appointments, they refer their friends, and they pay promptly for your services. These patients constitute 10-15 percent of your patient base.
“B” Patients are your standard patients who make up the bulk of your practice. They usually keep their appointments and pay for the work they have received. These patients constitute 70-80 percent of your patient base.
“C” Patients are the people who cancel at the last minute or fail to show up for their appointments, they don’t pay their bills, and they call upon your services only in emergency situations. These patients constitute 10-15 percent of your patient base.
The short-notice cancellations tend to be the same few people; typically, your “C” patients. It is also important to determine if this is a pattern (as it is with “C” patients) or a one-time occurrence (such as an emergency or unusual circumstance with an “A” or “B” patient).
2. Determine the cause of the problem.
Chances are, if your office operates with the mentality that “everyone will get an appointment before they leave,” even when a patient tells you that they don’t know what their schedule will be like in six months, you are probably seeing more cancellations than you’d like. By changing this mentality and placing the responsibility of setting that next appointment on the patient, you will avoid scheduling people who don’t take their dental care seriously and who shouldn’t be on your schedule.
We can create these unfavorable situations by using our schedule as a “tickler file” instead of using it as a confirmed appointment. If the patients don’t know their schedule, do not set the appointment.
3. Have the honest conversation.
If you have determined that this is a pattern of cancellation with a “B” patient (because “A’s” won’t fit this category and “C’s” no-show), the next step is to have an honest and understanding conversation with the patient.
“Ms. Patient, thank you for taking time out of your day to let us know that you are unable to keep this appointment. As I review your chart, I've noticed that you have made this appointment “x” number of times. Are you sure this is the right time for you?”
This approaches the subject with care, and it also lets the patient know that when you set the appointment, you are reserving a specific time for him/her to receive the doctor’s services.
4. Remember to give patients the opportunity to say ‘no thank you.’
Often times, we may force them into an appointment by saying, “Let’s get that appointment scheduled; then, if you need to change it once you get back to the office or once we get closer to the date, just call me, and we will reschedule you.”
Do not schedule until the patient knows they can keep the appointment. This way you aren’t calling to confirm to see if they will be coming. Instead, you can use a ‘call of concern’ format, such as, “We know you are coming, and this is a call in preparation for your appointment. The last time you were in to see the hygienist, x, y, and z went on; has that changed? Great! I will let our hygienist know. We look forward to seeing you on blank day and blank time.”
Make sure to give that information you obtained from your ‘call of concern’ to your hygienist. The hygienist can then mention the discussion with the patient during the medical/dental history review. This creates value and helps patients feel that the treatment is individualized.
Changing the language you use to schedule the appointments and way you approach the appointment confirmation activities can make the difference between a full schedule and an empty one. Remember that dental care responsibility lies with the patient. Focus on scheduling those “A” patients and converting your “B’s” into “A’s.”
My very best to you and your family,
Kirk Behrendt
Speaker & Coach
ACT Dental Practice Coaching
800.851.8186
"stop TRYING...and start TRAINING!"
Kirk Behrendt is the Director of ACT Dental Practice Coaching. He has lectured all over the United States to major meetings and study clubs. He has extensive experience on practice profitability, team building, leadership and dental practice marketing/branding. Kirk and his team are primarily focused to positively impact the future of dentistry one practice at a time. You can reach him at 800-851-8186 or email him at kirk@actdental.com |
