The Explorer Winter 2018 Explorer Winter 2018 | Page 17

Copyright © 2018 American Dental Association. All rights reserved.
If you’ve noticed an increase in canceled
appointments at your practice, it may be
due to the overall increase in them
nationwide during these difficult
economic times. Even in a booming
economy, canceled appointments are
part of operating a dental practice, but
they can be managed to minimize their
effect on your bottom line.
One way to reduce your cancellations is
to confirm and reschedule appointments
in the same manner every time. This
creates a pattern your patients get used
to, which may make them less likely to
cancel. Below are a series of talking
points created by the ADA that you can
try with your patients. Read them as
written, or modify them to fit your
needs. The important part is to use
them consistently.
If you receive the patient’s answering
machine:
“Hello, this is [Name] from [ABC
Dental] calling for [Patient Name]. Our
phone number is XXX-XXX-XXXX.
This is a reminder that your dental
appointment is scheduled for [Date] at
[Time]. Oral health is an important part
of overall health. Regular checkups are
important. See you on [Date] at
[Time].” In order to respect HIPAA
regulations, it is best to limit your
message to appointment time and date.
Do not discuss treatment in a message
you are leaving.
Los Angeles Dental Society Explorer
If patient will not reschedule the
appointment:
If a patient calls back to indicate he
or she is unable to keep the dental
appointment:
“Give our office a call when you’re able
to see the doctor again so we can
continue to care for your dental health.
In the meantime, we encourage you to
brush twice a day with fluoride
toothpaste, floss once a day and eat a
balanced diet. These things will help,
but aren't a substitute for professional
dental care. Take care, and we look
forward to hearing from you soon.”
3 tips to help prevent cancellations:
“I’m sorry to hear you can’t make your
appointment. Regular checkups are
important to keep an eye on your oral
health and to take care of any problem
as early as possible. Left unchecked,
conditions can worsen over time. We
can reschedule your appointment for
[suggest different date/time].” 1. Write your home phone number on
the appointment card. This
personalizes the dentist/patient
relationship, making broken
appointments less likely.
If a patient says he or she can’t afford
the appointment or lost dental
benefits, etc.: 3. Make sure your staff members
remind patients to notify the office if
they can’t make an appointment. 䡲
I’m sorry to hear that, and I can
understand that now might not be a
good time for you. It’s important to see
the doctor regularly. Tooth decay, gum
disease and other conditions can worsen
over time and that means treatment can
be more complicated and costly.
Regular checkups mean the doctor can
diagnose conditions early on when
treatment is simpler and more
affordable. We could reschedule your
appointment for [suggest different
date/time].”
2. Call your patients at home, or on
their cell phones, to confirm their
upcoming appointments.