Sidekick - Winter 2011 - (Page 61)

Broken Appointments The Sure Path To Poverty By Dr. Charles Blair & Mr. David Jones Low fee schedules and broken appointments are economic disasters for most practices. On a compounded basis, forgone revenues can reach millions of dollars over a 35- year career. Fee increases go directly to the bottom line. However, a broken appointment deprives the practice of the appointment’s cash flow. For example, all supplies and lab expenses average 14% –18% of revenues. Therefore, a broken $100 visit deprives the practice of $82 to $86 net cash flow or higher if a lab fee is not applicable. Have you ever calculated the dollars it costs for broken appointments in only one year? The figure could be up to 25% of your take-home every year! Hygiene is generally the greatest economic killer. The good news is that patients can learn to respond to their dental office in a different manner for the changing times and modern approach to optimal oral health. The changes have to begin with the doctor, staff, and the “corporate attitude.” Most patients will accept change if we exhibit the correct attitude and a positive professional image. Dental teams can convince that it is in the patient’s best interest to be on time and never break an appointment. To be proactive and effective, it is necessary to understand why patients break appointments. The first reason is we have taught them that it is “OK” to casually miss an appointment. We must demonstrate how it is in their best interest to always keep appointments. Most people aren’t concerned that it costs the doctor money for the missed appointment. We must show the patients the consequences of broken appointments as it affects their well-being and not ours. The second reason patients break appointments is that on the day of “case acceptance” they thought they could pay, but by the time of their treatment appointment, they do not have the funds. Many times, patients are embarrassed to call and simply do not show. The best remedy for this is preventative medicine. Tell the patient, “John, this treatment really is in your best interest. I’m saving time just for you, so be sure and be on time every time as we progress through this together!” You must build importance and value with the patient. The practice should also offer easy payment plans through thirdparty financing companies. This will prevent “no shows” on the day of the appointment. The third reason for broken appointments is a lack of value in the patient’s mind. Never believe that because a patient nods the head in approval there is a commitment. For real commitment to be in place, the dental team must do several things: Have you ever calculated the dollars it cost for broken appointments in only one year? The figure could be up to 25% of your take-home every year! Hygiene is generally the greatest economic killer. 1. There must be a “buy in” as to the dental problem. The best tools available for this are the intraoral and digital camera and digital X-ray. 2. The patient must “understand” the solution to their problem. A picture is worth a thousand words, and patient education software such as Guru is extremely valuable. Additionally, the team can use study models and various pictures from periodicals to demonstrate dental solutions. People are not committed to what they don’t understand. SIDEKICK Winter 2011 Sidekick 61

Table of Contents for the Digital Edition of Sidekick - Winter 2011

Sidekick - Winter 2011
Table of Contents
Dr. Stephanie White Gearhart Dentistry
Technologies That Show I Care
Credit Scores as a Financial Asset Advantage!
The Impact of New Technology
Confessions of a Dental “Couch” Potato
Quarterly Featured Designs
Henry Schein Financial Services
Dr. Greg Evans Big Grins Pediatric Dentistry
i-CAT: Impressive Flexibility in Imaging
Laser! Laser! Laser!
Digital Impressions “The Next Digital…”
TechCentral
Will “Uncle Sam” Ask You to Open Your Wallet?
Capturing New Treatment Opportunities With the GXCB-500 HD
A Beginner Course in SEO “Search Engine Optimization”
Broken Appointments–the Sure Path to Poverty
Dr. Ruben Cohen Park Avenue Oral & Facial Surgery
Professional Practice Transitions
Privileges

Sidekick - Winter 2011