{"id":13465,"date":"2018-12-03T15:21:42","date_gmt":"2018-12-03T04:21:42","guid":{"rendered":"https:\/\/www.bitemagazine.com.au\/?p=13465"},"modified":"2018-12-17T10:51:54","modified_gmt":"2018-12-16T23:51:54","slug":"how-to-handle-dental-appointment-cancellations","status":"publish","type":"post","link":"https:\/\/www.bitemagazine.com.au\/how-to-handle-dental-appointment-cancellations\/","title":{"rendered":"How to handle dental appointment cancellations"},"content":{"rendered":"<h2><img decoding=\"async\" class=\"aligncenter wp-image-13466 size-large lazyload\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-src=\"https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-1024x761.jpg\" alt=\"How to handle dental appointment cancellations\" width=\"1024\" height=\"761\" data-srcset=\"https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call.jpg 1024w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-300x223.jpg 300w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-768x571.jpg 768w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-485x360.jpg 485w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-970x720.jpg 970w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-696x517.jpg 696w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-565x420.jpg 565w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-80x60.jpg 80w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-160x120.jpg 160w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-265x198.jpg 265w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-202x150.jpg 202w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-101x75.jpg 101w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-256x190.jpg 256w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-141x105.jpg 141w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><noscript><img decoding=\"async\" class=\"aligncenter wp-image-13466 size-large lazyload\" src=\"https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-1024x761.jpg\" alt=\"How to handle dental appointment cancellations\" width=\"1024\" height=\"761\" srcset=\"https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call.jpg 1024w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-300x223.jpg 300w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-768x571.jpg 768w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-485x360.jpg 485w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-970x720.jpg 970w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-696x517.jpg 696w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-565x420.jpg 565w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-80x60.jpg 80w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-160x120.jpg 160w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-265x198.jpg 265w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-202x150.jpg 202w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-101x75.jpg 101w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-256x190.jpg 256w, https:\/\/www.bitemagazine.com.au\/wp-content\/uploads\/2018\/11\/phone_call-141x105.jpg 141w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/noscript><\/h2>\n<h2>Patients cancelling at the last minute can have a direct impact on the profitability of your practice. Here&#8217;s how to handle dental appointment cancellations. By Frank Leggett<\/h2>\n<p>Every time a patient cancels at short notice, it creates a hole in your carefully scheduled day. Staff then need to stop what they are doing and try to book another patient into the empty time slot. Any cancellations that can\u2019t be filled represent lost income and can be a\u00a0real source of frustration.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p>While the reasons for cancelling\u00a0are varied, there are six handy ways to reduce broken\u00a0appointments.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<h3>1. Help the patient take responsibility for their own appointment<\/h3>\n<p>The key to patient responsibility is to ensure they are aware of their own oral health. Motivation stems from being concerned about the potential damage that can be caused by a lack of maintenance and hygiene.<\/p><div class=\"bitem-article-desktop-720x300-in-text\" id=\"bitem-3012360621\"><!-- Bite 720x300 [async] -->\r\n<script type=\"text\/javascript\">if (!window.AdButler){(function(){var s = document.createElement(\"script\"); s.async = true; s.type = \"text\/javascript\";s.src = 'https:\/\/servedby.engagemedia.com.au\/app.js';var n = document.getElementsByTagName(\"script\")[0]; n.parentNode.insertBefore(s, n);}());}<\/script>\r\n<script type=\"text\/javascript\">\r\nvar AdButler = AdButler || {}; AdButler.ads = AdButler.ads || [];\r\nvar abkw = window.abkw || '';\r\nvar plc705185 = window.plc705185 || 0;\r\ndocument.write('<'+'div id=\"placement_705185_'+plc705185+'\"><\\\/'+'div>');\r\nAdButler.ads.push({handler: function(opt){ AdButler.register(165450, 705185, [720,300], 'placement_705185_'+opt.place, opt); }, opt: { place: plc705185++, keywords: abkw, domain: 'servedby.engagemedia.com.au', click:'CLICK_MACRO_PLACEHOLDER' }});\r\n<\/script><\/div>\n<p>\u201cIf a patient is not concerned about their oral health then there is less motivation to keep an appointment or to go ahead with any kind of treatment,\u201d says Patric Moberger, general manager of training and development at Prime Practice. \u201cOn the other hand, concern about the state of their oral\u00a0health means there is less chance of that patient\u00a0cancelling.\u201d<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<h3>2. Cancellations start in the treatment room<\/h3>\n<p>\u201cIt\u2019s the responsibility of the clinician to deepen the awareness of the patient,\u201d says Moberger.<\/p>\n<p>\u201cVery often, dentists and hygienists are good at explaining but don\u2019t always check that the patient has understood.\u201d If a patient\u00a0is nervous or anxious, they\u00a0will nod and pretend to understand in order to get out of the practice as quickly as possible.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p>It\u2019s important to use language the patient understands and not be too technical. Impress on the patient that if they have a condition, it will not just go away. They often hold a belief that everything has been okay up to now so everything will be fine in the future. Clinicians should make them understand that not going ahead with treatment or cancelling an appointment will have negative impacts in the future.<\/p>\n<h3>3. Use technology wisely<\/h3>\n<p>The new generation of intra-oral and external cameras have made an enormous difference in educating patients. Having the ability to show them an image of what is happening in and around their mouth has made it much easier to deepen their understanding and awareness of their condition. \u201cThe more awareness you can impart in the treatment room, the easier it\u2019s going to be for the front office to keep the appointment,\u201d says Moberger.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p>Jetty Dental is a relatively new business in Coffs Harbour, NSW. Owner\/principal dentist Dr Paul Crichton and his practice manager wife Selina have found\u00a0that their new practice management software, Exact, has been a big help in\u00a0reducing cancellations.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<blockquote>\n<h5>\u201cWe now send out an SMS reminder a few days prior to the patient\u2019s appointment. The vast majority keep their appointment but we have plenty of time to re-book appointments that are\u00a0cancelled.\u201d\u2014Selina Crichton, practice manager, Jetty\u00a0Dental<span class=\"Apple-converted-space\">\u00a0<\/span><\/h5>\n<\/blockquote>\n<p>\u201cWe now send out an SMS reminder a few days prior to the patient\u2019s appointment,\u201d says Selina. \u201cThe vast majority keep their appointment but we have plenty of time to re-book appointments that are cancelled.\u201d<\/p>\n<h3>4. Show empathy<\/h3>\n<p>If a patient calls to cancel, the first response from front-office staff must be to show empathy. It\u2019s important that the patient doesn\u2019t feel bad about\u00a0their\u00a0cancellation.<\/p>\n<p>Showing empathy and understanding will get the patient on side immediately. The staff member can then gently steer them towards keeping the appointment. Let them know how long it will be before they can be re-booked. Discuss what they are scheduled to receive and the importance of the procedure. Ask them if they understand that missing a clean can lead to bigger problems later.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p>As Jetty Dental has become busier, patients are realising that cancelling an appointment means a long wait. \u201cWhen we first opened in 2016, patients could re-book within a week,\u201d says Selina. \u201cNow it\u2019s about a seven-week wait if they need to re-book. Patients now understand it\u2019s a pretty big deal to cancel an appointment.\u201d<\/p>\n<h3>5. A bigger problem?<\/h3>\n<p>Be aware that a patient who consistently keeps cancelling appointments may be signalling that something else entirely is wrong. They may have a dental phobia or financial problems. \u201cKeeping notes in the patient file is critical,\u201d says Moberger. \u201cEvery time they cancel or re-appoint, a note needs to be added to their file. Repeat offenders will often reveal information to front-office staff that they will not share with dentists.\u201d<\/p>\n<p>If the patient is anxious or suffering financial problems, a little empathy will go a long way.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<h3>6. Cancellation policy<\/h3>\n<p>\u201cEvery practice should have a policy for when a patient cancels within 48 hours of their appointment,\u201d says Moberger. \u201cHowever, the policy could be waived the first time they cancel. The second time they cancel, a deposit towards their next treatment could be taken at the time of the appointment.\u201d<\/p>\n<p>It\u2019s important to let patients know on the website, in the reception area and when booking by phone that the practice has a cancellation policy. Jetty Dental keeps a priority list of patients who would like their appointment to be sooner than when they are scheduled. As soon as they receive a cancellation, the front-office staff start contacting those on the short list.<\/p>\n<p>At present, Jetty Dental re-books more than 95 per cent of cancelled appointments. \u201cIt\u2019s so rare that when we have an empty slot, Paul takes it as an opportunity,\u201d says Selina. \u201cHaving a little downtime in the middle of the day allows him to catch up on paperwork, call back specialists or send\u00a0off referrals. Mind you, we wouldn\u2019t be\u00a0so\u00a0easy-going if cancellations were\u00a0a\u00a0common event.\u201d<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<hr \/>\n<h2>Phone strategies<\/h2>\n<h3>Prime Practice\u2019s Patric Moberger reveals his handy phone tips. If a\u00a0patient calls to cancel\u2026<\/h3>\n<ul>\n<li>Start by showing empathy\u2014it might be a very legitimate reason for the cancellation.<\/li>\n<li>Check the patient\u2019s notes on their file. Have they cancelled before? What appointment are they trying to cancel?<\/li>\n<li>Attempt to keep the appointment by deepening awareness. Use scarcity to help\u00a0the patient understand that by cancelling, it might take some time before they can\u00a0get a new appointment.<\/li>\n<li>If the patient still wants to cancel and re-appoints, make a note of this in their file and inform them that the cancellation policy will be waived this time.<\/li>\n<li>If no re-appointment, establish clear next steps and\u00a0diary a follow-up call.<\/li>\n<li>If you have a chronic canceller, take a deposit for the next appointment that goes towards the treatment they are receiving.<\/li>\n<\/ul>\n<p>For more tips from Patric Moberger, go to Prime Practice Live online workshops at <a href=\"http:\/\/learn.primepractice.com.au\/liveonline\/\" target=\"_blank\" rel=\"noopener\">learn.primepractice.com.au\/liveonline\/<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Patients cancelling at the last minute can have a direct impact on the profitability of your practice. Here&#8217;s how to handle dental appointment cancellations. By Frank Leggett Every time a patient cancels at short notice, it creates a hole in your carefully scheduled day. Staff then need to stop what they are doing and try [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":13466,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[691],"tags":[6626,6627],"class_list":{"0":"post-13465","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-your-business","8":"tag-appointment-cancellations","9":"tag-dental-appointments"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.9 (Yoast SEO v25.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to handle dental appointment cancellations - Bite Magazine<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bitemagazine.com.au\/how-to-handle-dental-appointment-cancellations\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to handle dental appointment cancellations\" \/>\n<meta property=\"og:description\" content=\"Patients cancelling at the last minute can have a direct impact on the profitability of your practice. Here&#8217;s how to handle dental appointment cancellations. By Frank Leggett Every time a patient cancels at short notice, it creates a hole in your carefully scheduled day. 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Here&#8217;s how to handle dental appointment cancellations. By Frank Leggett Every time a patient cancels at short notice, it creates a hole in your carefully scheduled day. 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