Dentaltown June 2021 - 31

Remember: what gets monitored gets managed. What doesn't, doesn't.
I believe this to be an error, but if it's working for you, don't listen to me. My observation
is that repeat offenders generally are still an issue even when short-listed. IMO, the short list
should be composed of " good " patients who have given you the OK to call them if there is an
opening that makes sense for the patient's needs. My DDS has never asked, but I'd be OK if they
called before my appointment to see if I want to come in. ■
10/19/2020
Top reasons for broken appointments:
* No concrete fi nancial arrangements. They are given an appointment in the future, and no
one goes over the treatment plan or makes fi rm fi nancial arrangements with the patient.
* Patient doesn't value the service. The patient is not told what's going on in their mouth and
what'll happen if they don't come in and get the situation taken care of. They are unaware
of why they need to return.
* Appointment not properly confi rmed. The appointment isn't properly confi rmed with the
right verbal skill, or apprehension about the appointment is not detected. Perhaps it is not
confi rmed at all.
* Patient objections or considerations are not detected and handled. Most patients have
unanswered questions, or they do not fully understand their condition or why their dental
treatment is important.
* Patient is past due on their account. Patients who owe you money or have a past-due
balance on their account will typically stay away from the practice. ■
10/19/2020
I recommend you continue to do live calls or personal texts (if patient prefers texts) to
patients at 48 hours or less, even after C19 dust settles down, assuming you had any issues
before. If not, do not listen to me.
Another tip: Explain at check-out your confi rmation protocol. If you have policy to fi ll an
appointment if you choose to when patient does not confi rm, make sure they know that to avoid
future upsets. This came up a while ago when the upset patient was ... drum roll, please ... a
lawyer.
You all remember that thread? ■
10/19/2020
Sandy Pardue
* Avoid the word cancellation when speaking to patients. In fact, I recommend you take
the word cancellation out of your vocabulary. You want patients to think that it rarely, if
ever, happens. Using words like cancellation sends a message to the patients that schedule
changes are normal and the practice expects them to happen.
* Use effective verbal skills at the time of scheduling. Patients need to fully understand
why they need to come back for treatment and, most importantly, what will happen if they
don't come back.
1. When scheduling, always say, " We are reserving two hours for you, let's fi nd a time
that works for both you and the doctor or hygienist. " Tell them you will be calling in
advance to confi rm the appointment. Request the number where they can be reached
directly so that you have updated information.
2. Always emphasize the value of the dental care provided, even during the regular dental
visit, as well as clearly explaining the importance of keeping their appointments. Let
Member Since: 08/21/02
Post: 9 and 10 of 22
Kevin Tighe
Member Since: 12/27/10
Post: 8 of 22
Sandy Pardue
Member Since: 08/21/02
Post: 7 of 22
dentaltown.com \\ JUNE 2021 31

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Dentaltown June 2021

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