Addressing Last-Minute Schedule Changes
Last-minute cancellations and no-shows can be frustrating to dentists and their dental teams. Your day is booked solid, appointments are confirmed, your team is ready to go, and then your schedule falls apart.
Unfortunately, last-minute changes are inevitable.
As frustrating and inconvenient as it may be, not all cancellations or no-shows are intentional. Some result from a misunderstanding regarding the date and time or an honest mistake. People are busy, and sometimes it is as simple as they forget.
Of course, there is always the patient who doesn’t show, even when confirmed. Sometimes, the reason a patient needs to cancel an appointment is beyond their control. We understand that a last-minute cancellation or no-show creates a missed opportunity and lost production and revenue, but it’s important to remember the human element in these situations.
The absence of effective communication often leads to a last-minute change to your schedule. Have you made it convenient for your patients to communicate with your office during and after hours of operation? What steps are in place to reduce cancellations and no-shows? Implementing these valuable systems into your practice will be an effective scheduling tool.
Automated Appointment Reminders
Automated appointment reminders, addressing missed appointments, scheduling efficiently, and respecting your patients are key components to your practice’s success. The daily task of appointment confirmations is time-consuming and often monotonous. However, it needs to be done.
Your front office team carries many responsibilities, and the luxury of time is often not on their side. Automated appointment reminders are like having an extra employee on your team.
The advancements in dental technology offer many options to today’s dental practice. If your practice system is not using AI, the needs of your patients may not be met.
Most confirmation calls are made at a time when connecting with your patients may not always be convenient. Your only option is to leave a message, which is often not retrieved until the end of the day. By the time your patients can call back, your office is closed.
Automated reminders are a convenient way for patients to communicate with your office effectively. A simple “yes” or “no” reply reduces missed appointments and eliminates playing phone tag with your patient. Automated reminders can be customized to meet the scheduling needs of both the patient and the practice. Emails and text reminders can be sent multiple times leading up to the appointment.
While automated reminders offer a convenient form of appointment confirmation, be mindful not to over-confirm and cause your patients to ignore future reminders. Rest assured, the value of time that automated reminders can add to your day is significant.
Missed Appointments
If your patient missed their appointment, reach out to them ASAP. A quick call to your patient will show concern and reiterate the importance of rescheduling their appointment. This is also an excellent opportunity to remind your patient of your office policy regarding no-shows.
A friendly and respectful approach softens the conversation, and patients are more willing to reschedule. Calling your patients often sheds light on the core issue of cancellations.
Repeat cancellations are typically associated with a recent change in the patient’s life. Their insurance or employment hours may have changed. Asking your patient for a particular reason for their cancellations helps identify a more significant problem that may need to be addressed.
Update Contact Preferences
When patients call to cancel their appointments, always try to save them by letting them know how much time was reserved for them and that rescheduling will delay their treatment.
Before ending the call, offer your patient future appointment options that best fit their scheduling needs. Ask your patient what method of communication would work best for them. Confirm phone numbers, emails, and the time of day that would be best to connect with your patients.
Time Matters
Just like time is essential to your team, it is also crucial to your patients. Patients want to feel that their time is valued. A negative association occurs when a patient walks into a waiting room that is standing room alone. Patients should be scheduled for the appropriate amount of time required for them, not just placed in any open space.
Respecting your patient’s appointment time adds value and loyalty to the patient/doctor relationship. Your work is crucial in ensuring that improper scheduling should never be at the expense of your patients.
In conclusion, time is money. When your dental practice provides a service, whether automated or manual, you make it convenient for your patients to communicate with you.
Take some time to audit your policy. How is it working? Is there room for improvement or changes to consider?
About the Author
Debbie Gabbard, MAADOM
In 1985, Debbie answered a help-wanted ad for a receptionist position at a dental office in Phoenix, AZ. Within just a few weeks, she realized that dentistry was her passion. Fast forward to 2024—thirty-nine years later—she is the Practice Manager of Toothologie, A Smile Studio, a thriving dental practice in Union, KY, supported by one of the best teams around.
Throughout her career, she has dedicated herself to building successful practices and supporting doctors within the dental community. She has led four practices to be recognized as the top Dentist in the region and successfully guided two practice sales and doctor transitions.
Debbie has been a member of AADOM since 2015, earning her Fellowship in 2023 and her Mastership in 2024.
In her spare time, she enjoys cooking, spending weekends in Gatlinburg, and cherishing every moment with her grandchildren.
