Dental office administrators are responsible for establishing scheduling procedures that are suitable for the business as a whole. This is also how they handle patients who do not show for appointments or tend to cancel appointments at the last minute.

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Have patients confirm appointments

Thanks to technology, it’s now more difficult than ever before for patients to forget appointment times. Individual reminders are sent via almost every electronic device. The majority of patients own cell phones and can communicate with them via text messaging. Nowadays, many practices management systems or appointment software let dental offices communicate directly with patients, sending (1) reminders when the appointment (save-the-date text messages), (2) confirmation prior to the appointment, along with (3) texts an hour before the appointment to send last-minute reminders.

If your business hasn’t put in a text or SMS system, it’s a wise idea to get one. It can save hours of human resources because staff won’t have to contact each patient individually for confirmation of appointments. Patients can request confirmation of appointments by text message outside of normal hours and can even be reminded to cancel appointments by giving a 24 hours notice if needed.

Patients are instructed not to postpone

If appointments are scheduled in person or via the phone, it is essential to inform patients that they must notify you at a minimum of 24 hours prior to the appointment should they have to make a change or cancel an appointment. Based on your practice, you might want to inform patients that a charge is charged for cancellations made last minute.

For instance For example, For example, Mrs. Smith has an appointment to fill her next week. You could write, “Mrs. Smith, If you have any reason to believe that something is coming up that makes you unable to make this appointment, please let us know at minimum 24 hours prior to the appointment. In the event of a delay, a $50 fee will be added to your bill. This policy allows us to keep our operating expenses at a minimum for all of our patients. .”

Very seldom will you need to be charging the patient for a missed appointment? This financial incentive can be a factor in encouraging your patients to show up for appointments.

It’s hard to tell who is the frequent non-show until it’s already too late. If there are two no-shows in their record and you are unable to reschedule that person for another appointment. Patients with no-shows should be placed on a brief-notice list for any openings that come up due to cancellations at the last minute or for dates that are difficult to fill. Don’t allow them to make appointments in prime times, such as the closing of the day or during office hours that are extended. Make these time slots available to reliable patients who are registered.

Be sympathetic

There will be times like illness, emergencies, or accidents that will require even the most trustworthy and reliable patients to change appointments. They are the ones who demand consideration and respect.

If the cancellation at the last minute is caused by illness, it’s important to keep in mind that we are health professionals in the first place. It’s crucial that infected patients don’t go to the dentist for treatment since this can lead to infections or illnesses being spread to other patients at the dental office. If the dentist or hygienist is not comfortable with patients with acute cold or sore, they shouldn’t be encouraging someone with cold or flu to visit the office either. Plan the patient’s visit for a period of one to two weeks prior to the start.

Fortunately, some regular patients are “trained” to call in to let the dentist know that they’re unable to come in. In the event of an emergency, cancellations are rarer. If they have a little notice, they will be able to contact the “first available” list to visit patients in urgent need of care or who are prone to being frequent non-shows.

Talk to them about not canceling.

Some people decide to cancel because of the fear of financial or other constraints, rather than the reason for offering on the telephone. It’s possible that they’re less open because of embarrassment. If a patient calls to cancel but isn’t sure, it is best to urge them to hold the appointment, particularly when you’re not able to find an appointment for a long time afterward.