Avoiding No Shows and Short Notice Cancellations
Do you know why patients cancel at short notice or simply not show up for appointments? Because they can!
It is much too easy for them to cancel or not show up. Do they do the same with medical offices? Not usually because there are consequences to missing medical appointments. Unfortunately, you may never be able to eliminate short notice cancellations, but you can prevent them from occurring and take positive actions if they do occur. Below are some suggestions for scripting when making appointments and what to do if someone is trying to cancel.
Making the Appointment
Rather than ask if the patient would like to schedule their next appointment, try:
“The doctor (or hygienist) would like to see you again in six months. I will schedule your appointment now to ensure that we have a convenient time reserved for you. Do you prefer morning or afternoon?”
“Will you please look carefully at your schedule and tell me what day of the week that you are least likely to be interrupted?
“Do you prefer a morning or afternoon appointment?”
“Will you please call me at least two business days in advance if you need to change the appointment? This will help you to avoid unnecessary rescheduling charges”
***** Note ****- If you are booking the continuing care appointment six or nine months in advance, tell the patient that they will receive a courtesy call one week prior to the appointment. Make note of that call in your dental software and when you make the call, use the same verbiage as below.
Preconfirming
“Do you need me to call you as a courtesy?”
If the patient says, ‘no’, then say “great, I am preconfirming this with you now. Will you do something for me, if you do need to change that appointment for any reason, would you please call be at least two business days in advance. This will help you to avoid any unnecessary rescheduling charges.
Making the Courtesy Call
“Hello Mrs. Jones. This is Diane from Dr. ___________’s office. This is your courtesy call. We look forward to seeing your on Thursday, May 31, at 10:20 a.m.
First Aid for Cancellations
Hear them out and say “Oh,…that’s a problem. Would you please hold while I get your chart?”
Look at three things on the chart:
1. The patient’s condition
2. What is the treatment?
3. Why are they having it done?
Remember that some treatments are time sensitive and should not wait.
“Tom you have active decay present and the longer you wait means it could require more extensive treatment. Isn’t there any way that you can make it?’
If it is a valid reason for cancelling, say “let me see what I can do to reschedule.”
Try these powerful communication skills and reduce the amount of no shows and short notice cancellations by at least 30%.
