Dentaltown June 2021 - 34

message board
confi rmations. Start early in the day and confi rm for the following day. If you confi rm too
soon, you will get more broken appointments. Speak directly to the patient. When patients
schedule their appointments, let them know you will be calling them the day before to
confi rm the appointment. Ask them for the number where they can be reached directly.
When calling to confi rm:
1. Start early in the day.
2. Avoid using the word remind.
3. Do not say, " I'm just calling to confi rm your appointment ... "
(Saying the word just makes the call seem less important.)
4. Pay close attention to their response, words and reactions to your call.
The response will tell you a lot about their intentions.
5. Speak up and speak clearly.
If they start questioning you about the appointment, they may be trying to back out. Be
aware if they say things like, " Uhhh, is that tomorrow? " or, " What is he going to do? " If they
sound the least bit apprehensive, you need to ask if they have any questions and make sure you
have fully acknowledged them. Get all of their objections handled. If you don't, they will most
likely confi rm but then cancel the appointment. You can send an email to patients unconfi rmed
at the end of the day. One of the fi rst things you should do each morning is call all patients
scheduled for the day who are still unconfi rmed.
Email and text reminders for confi rmation
It would be wonderful if patients were as excited about coming to the offi ce as they are about
going to a concert by their favorite performer. We could send an email, they'd show up and you
could even get a credit card number in advance. Unfortunately, most patients aren't that excited
about getting dental work done, so we have to be attentive to the confi rmation procedures.
There are patients who prefer text and email for confi rmations and we want to accommodate
them. Because the #1 priority is getting the patients to the offi ce, we recommend a system that
will allow you to utilize email but still have the control that helps you create a productive day.
Recommended email protocol to confi rm
1. A physical card is sent three weeks in advance to prescheduled patients.
2. A confi rmation email or text is sent three days before the appointment.
3. If they don't confi rm from the email, they get a phone call 24 hours
before the appointment.
4. If they confi rmed by text or email and they are a no-show, they get confi rmed
only by phone in the future.
This protocol allows you to use technology and get the patients to the offi ce. Our clients
have had great success with Lighthouse 360 to assist with emailing and texting patients.
Broken-appointment fees
Charge broken-appointment fees to the patients you want to leave the practice. Gaining
control over your schedule is the best solution. Broken appointments are a huge cause of stress
in dental offi ces; every missed appointment means lost production and lost revenue. Practices
can gain control over this problem by being proactive and knowing what to look for in advance.
Although they can't be totally eliminated, broken appointments can be minimized signifi cantly
if you follow these strategies.
34 JUNE 2021 // dentaltown.com
http://www.dentaltown.com

Dentaltown June 2021

Table of Contents for the Digital Edition of Dentaltown June 2021

Dentaltown June 2021 - Intro
Dentaltown June 2021 - Cover1
Dentaltown June 2021 - Cover2
Dentaltown June 2021 - 1
Dentaltown June 2021 - 2
Dentaltown June 2021 - 3
Dentaltown June 2021 - 4
Dentaltown June 2021 - 5
Dentaltown June 2021 - 6
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Dentaltown June 2021 - Cover3
Dentaltown June 2021 - Cover4
Dentaltown June 2021 - Outsert_1
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Dentaltown June 2021 - Outsert_3
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