Why a Fee Will Not Fix the Short Notice Cancellations or No Shows

Cancellations and no-shows are a major problem in the dental industry. Charging a cancellation fee does not solve the problem and can actually make it worse. One reason for cancellations and no-shows is that people don’t like going to the dentist. They associate it with pain and expense, so they will find any excuse to avoid it.

There are generally three types of appointments that are particularly prone to cancellations:

1. New patient appointments: These patients are unfamiliar with your office and may not be motivated to keep their appointment. They seem to have no qualms about canceling last minute because they have yet to establish a relationship with you or your practice.
2. Appointments for treatment that the patient is not fully on board with: These patients may not be convinced that the treatment is necessary because their issue is not causing discomfort, or maybe the patient is unable to afford the treatment.
3. Hygiene appointments: Patients often view hygiene appointments as less important than other types of appointments, so they are more likely to cancel them. That is why we recommend not saying, “It’s just a cleaning.”

There are a few things you can do to reduce cancellations and no-shows:

1. Build rapport with new patients: This will help them to feel more comfortable with your office and more likely to keep their appointment.
2. Get patients to pay in advance for treatment: This will show that they are serious about getting the work done, and it will make them less likely to cancel. This shows commitment and puts some skin in the game (appointment). 
3. Be clear about your cancellation policy: Let patients know you cannot reschedule them if they cancel at the last minute.

In addition to these tips, you may also want to consider the following:

• Send reminder emails and text messages to patients before their appointments.
• Be flexible with your scheduling policies: If a patient has a legitimate reason for canceling, be willing to reschedule them.

By following these tips, you can create a scheduling system that is fair to both your patients and your practice.

Here are some additional tips that you may find helpful:

• Make sure your team notes each cancellation and no-show in the patients’ chart and why they cannot make it. 
• Train your team on how to handle cancellations and no-shows in a professional and respectful manner. This will help ensure your patients feel valued and respected, even if they cannot keep their appointments.

It is important as a team to develop scripting for the office and be confident in your policy and that regardless of who answers the phone, you all follow the same script. Be patient and persistent. It may take some time to see a significant reduction in cancellations and no-shows. However, you will eventually see results.