It’s something that every practicing dentist experiences … appointment cancellations. These cancellations represent a hole in your schedule. Cancellations translate to time and money lost where your practice is not seeing a patient and a chair remains empty. In this article, the dental practice coaches at Bryant Consultants explore how to stop patient cancellations.
Change your mindset on patient cancellations
In many treatment situations, issues that seem like a problem are actually symptoms of a greater issue. The same logic applies to your appointment cancellations. The problem is not the cancellations themselves; rather, it stems from a problem with the system you have in place to ensure patients arrive for their appointments, that they accept suggested treatments, and remain committed to their oral care. In short, if cancellations are a problem for your practice—and they happen for every dental practice—then you need to assess your case acceptance system.
What to look for in a case acceptance system
First and foremost, make sure every member of your team understands the purpose of your practice. We’ve written before about the importance of a clear purpose and articulating it to your team to serve as a central guiding point for both the day-to-day and overall operations of your practice. At your next meeting, ask your team if they know the purpose of your practice. If they don’t know or have it wrong, express it to them again. Each purpose is somewhat unique, but a good purpose should focus on creating a community of happy patients who pay on time, become repeat customers, and refer others to your care.
The healthcare industry can be a real challenge for patients to navigate. They may have seen prior providers who did not value their time or money. They might feel like they’re treated like a number, a source of income, or have been given the run-around by their insurance company. This is why you need to impart that you must teach patients. This begins by treating patients with respect and courtesy, then expecting the same in return. Remember, in any aspect of life, expectations influence behavior, and behavior creates results. Instilling this culture in your practice will help create a community of committed patients.
When cancellations flare up again—and they will—look at your entire case acceptance system and perform another audit. What works today won’t work forever. You always will need to make changes, whether they be small tweaks or a complete overhaul, to maintain the purpose and culture your practice needs to thrive.
Who’s at risk of cancellations?
We’ve found that three types of patients are the most likely to cancel. Hygiene patients who see no big deal about canceling or no-showing because they’re “just getting a cleaning,” new patients who may feel anonymous at your practice or be nervous about seeing a new dentist, or patients who avoid coming to the dentist because they have payments due. You can mitigate all these problem demographics by treating everyone with the same amount of respect and courtesy. In time, this creates an environment where patients value their appointments as much as you do.
Dental Industry Consulting Expertise
A dental practice that thrives sets up its patients to succeed. Just because you’re adept at dental procedures, you may not have the skillset to create this culture. That’s why Bryant Consultants exists. We use our industry expertise and consultation services to help hard-working dentists connect with their teams and patients. Right now, we’re offering a free one-hour consultation to practice owners just like you. Schedule yours today by calling (877) 768-4799. And to keep up with the latest news and updates, be sure to follow us on Facebook and Instagram.
