Understand Your Schedule to Drive Performance - Part 2

Submitted by Judy Larocque on

By Judy Larocque

Part II- Conquering patient Behaviours

There is nothing more frustrating in a dental practice than last minute cancellations and failed or no show appointments. The truth of the matter is that we`ve trained our patients to do so. When we use language like “confirmation”, we give them the impression that their appointments are tentative rather than, reserving time exclusively for them. In other words; appointing our patients with value. Reserving the appointment is in fact a confirmation and any follow-up that happens after the appointment is made is simply a courtesy provided by the practice.

Appointing with value means that the patient leaves the practice understanding the value of the treatment that will be provided at their next visit, the length of time the treatment will take, the fee and how they are going to pay for it.

In hygiene, the teams let the patient know that a courtesy reminder will be sent three weeks before their appointment, and the patient is asked to call the practice when they receive it. Subsequently, if the patient still wants to be called or some type of reminder a day or two prior to the appointment, the practice would be happy to accommodate such a request.

In the doctors schedule, every appointment a tangible commitment reinforced with a true understanding of the treatment being provided, the time required for the treatment and a clear understanding of how they are going to pay for it.

To be continued…
  • Part Three - Conquering appointment choices
  • Part Four - Conquering the Value of Time
  • Key performance indicators

To integrate these systems into your practice, participate with your team to our C.E. program

Bâtir sa pratique de rêve

(French only) 
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