Dentists like filling gaps between teeth just as much as gaps in their schedule. Patient cancellations can be a huge problem for a dental practice, although it’s going to happen in extreme cases. However, for some practices, cancellations are far too common, and it’s affecting your bottom line. Your time is valuable, and you need to find out why patients are canceling so that you can fix the problem, and make the most of your time. Bryant Consultants wants to share with you seven surprising reasons patients cancel appointments, and what you can do about it.
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You don’t have a good system
People are going to treat you the way that you teach them to, and if you haven’t conveyed how important your time is, patients will take advantage of that. You need to be sure that you clearly outline your cancellation policy so that patients know what to expect if they no-show you or cancel before the acceptable deadline. Don’t have a cancellation policy? Get one!
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The patient doesn’t value their appointment
Patients need to understand the value of their appointments. You can’t just tell a patient that they need to come in for their six-month cleaning and expect that they will show up. But, if they understand the importance of those dental hygiene appointments, then they will more than likely see the value in it, and therefore, be more apt to stick to their appointment. This comes down to how you and your team converse with patients regarding their oral health needs.
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You’re going after the wrong patients
You don’t have to accept every patient. If certain patients are notorious for canceling their appointments at the last minute or no-showing you completely, then be sure to notate that in the system so that your office staff knows not to schedule them anymore. You don’t have to waste your time on patients who do not respect your schedule.
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You don’t set expectations in your office
Most of the time, dentists are unaware of their patient’s cancellations until they see sudden day-of changes to their schedule. As the dentist, you probably weren’t the one who answered the phone when the patient called to cancel their appointment. But, that doesn’t mean that you can’t address the issue with your patient. When your patient comes in for their rescheduled appointment, kindly let them know your expectations, reiterating the importance of them being on time to their appointments.
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You let it happen in the first place
When you let patients cancel time and time again, you basically are telling them that it’s OK. Just like the saying goes, “If you give them an inch, they’ll take a mile.” Once patients see how easy canceling their appointment is, they will continue doing it time and time again. Just like we mentioned earlier, you must have a tracking system in place that indicates when patients cancel. While extreme cases are rare, those repeat offenders shouldn’t be allowed to walk away without any consequences, such as a cancellation fee.
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Your team members aren’t trained properly
You likely will experience a higher rate of patient cancellations if your team members aren’t properly trained. Be sure that your team members know and understand your cancellation policy, such as charging a cancellation fee. Be sure that any team member who will be scheduling or answering the phone understands this policy and effective ways to enforce it.
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You’re not reading good data
You should be pulling data routinely, including data regarding patient cancellations. An acceptable cancelation rate is close to 1%; however, 10% or higher means that you have a problem on your hands. The lower the cancelation rate, the better you are doing at setting the right expectations for your patients regarding them keeping their appointments.
Patient cancellations can make or break your practice. Having an issue with patients canceling their appointments is nothing new. Dental practices often struggle with this problem. And, usually, it’s a combination of factors that are to blame. It’s essential to identify what it is in your practice that is contributing to this problem so that you can figure out how to fix it. By doing so, you can stop wasting time, increase production, and establish a better balance between work and your personal life.
Need help? Contact Bryant Consultants by calling (877) 768-4799. No office is out of reach for us; we will even come to you for a consultation!
