Editor’s Note: Dianne Watterson, MBA, RDH, has written numerous articles for RDH and its sister websites and publications that have answered readers’ questions and provided ideas and recommendations to hundreds of dental professionals.
Question: I am a sole practitioner with approximately 1,200 active patients. One of my biggest frustrations is when a patient cancels and the time slot is left open. My business assistant tries to cover the openings, but often fails. She gets very nervous and looks panicky as she tries to find someone to call. I think we need a better system to keep our schedule full. Can you give me some tips to take to my programming coordinator?
Dianne Watterson: Of all the jobs in the dental office, there is nothing more important than schedule control. It is also the most difficult and frustrating job. Just ask any business assistant who has worked diligently to design a full schedule only to have it fall apart. Let’s look at some good strategies to help control the schedule.
The likelihood of meeting missed appointments—or “letdowns,” as I call them—often depends on how much notice patients cancel. Last minute cancellations or no-shows are the hardest to cover (and sometimes impossible). If the scheduler has a few hours, there is a greater chance of finding another patient.
Create a list
Your developer needs a list of “quick fill” people to cover disappointments. This list can be patients who work variable schedules, patients who have missed previous appointments, and people who have given permission to be called. While I don’t like to mix up appointments regularly, some patients have flexible schedules and would appreciate coming in sooner rather than later. The assistant would ask, “If we can accommodate you earlier, would you like me to call you?” If the patient answers yes, the assistant should highlight this appointment as flexible, either in the software or by making a printed note in a binder. The patient has given their permission to call and the business assistant has a group of patients on short notice. I also recommend that when a patient helps you by filling an opening, it’s good internal marketing to give the patient a reward, such as a card for free coffee at the local store or a free car wash.
You may also be interested in: For increased production, create a short call list
Plan defensively
You’ve heard the saying, “Defense is the best offense.” This applies to our programs as we want to prevent as many disappointments as possible. Some patients are more reliable than others, and a smart scheduling coordinator will develop an intuition for certain patients. It is inappropriate to leave messages for unreliable patients (those with a history of disappointment). Such patients should be contacted immediately, even if that means calling after hours.
Also, we should stop “confirming” appointments. Instead, we provide “courtesy reminder calls” to patients who desire such a call. The mindset of the office should be that when the appointment is made with the patient’s consent, it is confirmed. It is appropriate to ask patients if they would like a courtesy reminder call. If the patient requests a reminder call, find out what number to call, let the patient know when the call will be made, and ask if they will go to voicemail.
Support your moderator
Using text messages and email reminders should also be part of your defense strategy. Your assistant should ask each patient about receiving text messages and creating a current database of email addresses.
A programming coordinator with panic in her voice is not good! Your patients are sure to feel it and may even feel the pressure. Just understand that ultimately, it’s not always possible to fill every opening in the program.
Editor’s Note: Originally published in 2019 and updated regularly
