Dental practices everywhere feel the effects when their patients fail to show up for scheduled appointments. Missed or canceled appointments quickly could result in lost revenue. Is there a secret to getting patients to show up? Bryant Consultants is sharing how to get patients to stop breaking appointments and improve your bottom line.
What is considered a broken appointment?
Broken appointments occur any time a patient does not provide an appropriate or timely notice that they are not able to honor the appointment time. A changed appointment is when a patient notifies the dental practice in advance and reschedules the appointment immediately. Although a changed appointment is not as impactful on your bottom line, it could still cause scheduling difficulties and headaches for your staff members.
How do you overcome broken appointments?
Typically, patients are unaware of the value an appointment holds for your practice. As it requires time and preparation for the patient’s appointment, the practice has a vested interest in the patient’s commitment to follow through on showing up for their scheduled time. Unfortunately, patients are unaware of the preparations and find it easy to change their minds or reschedule, especially when they are allowed to without recourse.
To decrease no-shows or cancelations, communicate to patients that their scheduled appointment is specifically set aside for them to get the best treatment. By sharing this information it helps reinforce that the patient is valued. You should also request a commitment from the patient by confirming the patient’s appointment at least 24 hours in advance either by phone, text, or email. This lets them know that you are counting on them to show up as agreed. You could capitalize on an innate desire for them to live up to their promises.
How do I work with changed appointments?
Changed appointments typically do not cause as much damage to your bottom line as a broken appointment, but they could still cause a strain on your already tight schedule. The best deterrent for changed appointments is to create the sense that keeping their original appointment is better. For example, when you state to the patient that your practice has been looking forward to seeing them at their appointment time and that preparations for their arrival have already begun reinforces to them that your staff has spent time preparing for their arrival.
An additional method to avoid changed appointments is to casually, yet sincerely, state that the practice is sorry to hear about the need for a changed appointment. Then, inform the patient that the schedule is very busy for the next few weeks, but that you could schedule them for an appointment that is further out. By offering a future appointment, you create a sense of urgency in your patients that they need to keep their appointment to stay on track with their oral health care. Therefore, you could reduce the number of changed appointments.
How do I handle repeat offenders of canceled or changed appointments?
First and foremost, be professional at all times. When you notice a patient that consistently misses appointments or frequently changes them, disrupting the schedule, speak with the patient, and explain the importance of them keeping their appointment and how much you value them as a patient. If the situation continues, perhaps your practice might consider enforcing a broken appointment fee, if you haven’t already.
Dental Practice Consulting
Broken appointments from patients cause a loss of revenue that could significantly affect your bottom line. By following the above ideas, you should be able to reduce your broken appointments and recoup lost revenue. If you have any questions or need more ideas about how to prevent broken appointments, feel free to contact Bryant Consultants by calling (877) 768-4799 or request a consultation through our website.
