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Cambridge Dental Consultants
Cambridge Dental Consultants
Dental Practice Management Articles
Blog By:
Kevin Tighe
Kevin Tighe

Missed Appointment Procedures

Missed Appointment Procedures

11/23/2013 3:50:00 AM   |   Comments: 0   |   Views: 507
The key to a high percentage of dental appointments kept are:

a. Ensuring that when dental treatment is presented the patient really understands what will happen if they do not take action within a reasonable amount of time. They need to understand the condition will get worse, not because you say so or are trying to mean, but that it is simply physics. They need to understand that it will cost more to fix later and that the patients overall health can also be effected.
b. Getting the patient to understand that he has made an agreement with you to be there at a certain time.  He or she needs to know that the dentist/hygienist is setting aside time just to see them and that it will adversely affect your schedule if they do not keep the agreement. You respect their time; you only ask that they respect yours in return. That being said here is a successful format for calling a patient who has no showed:

PHONE BASICS:

1. Review the patient file before calling.  Quickly review the file for information about the patient i.e. last dental treatment received or needed, family members or children also seen in the office, etc.  

2. Use the information obtained about the person in your conversation to show them that an effort was made to know about them and their family.  Show them that you care for them.

3. Do not be timid or careful. How effective you are will be a determining factor in whether the patient gets the needed dental care.  Some people are not anxious to come in because of fear. Do not let their fear stop you in being effective at your job.  When a patient comes in for care they win and so do you and your dental office.  You must be willing to help the patient overcome barriers but you have to find out what the barrier really is.

PHONE DIALOGUE: 

"Hello Mr. Smith, this is _____________ from Dr. ________ office.  How are you?"  (Using the information you found above, engage the person in conversation, mention something about them or their family, or about the work they had done or that needs to be done).

"The dentist has reviewed your chart and noticed that you haven't been in since ______________ and asked me to call you." or "The dentist was concerned that you missed your appointment and asked that I call you."

Note: Ask them how they are doing in regards the areas they have had work on before.  Let the patient talk, make them feel important.

"The doctor considers your dental health very important and that you get regular exams (complete their treatment, get a cleaning, whatever is appropriate.) and would like to have you come in and see him/her.  When is the best time to schedule, in the beginning of the week or in the latter part of the week." (Continue until you have an appointment).

(Notice that you do not give an alternative to not come in or ask the patient to decide if they want to come in).

The key is discovering what the real barrier is.

www.mydentalconsultant.com

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