A common obstacle that dental offices face is the cancellation or no-show for new patient exams.

It happens often. New patients make an appointment, we block the extra time for the exam, we send confirmation reminders, and then they don’t show up.  

The reasons many patients don't show up are varied and individual. So preempting the no-show is done best by identifying any reluctance the patient might have and/or the value of showing up for them.

Solution

We have found that there is a simple system to overcome this issue. 

This can be done by two key steps:

1. Don't just casually schedule a new patient based on date and time. Make a connection on the scheduling call about what matters most to the patient like smile, health, repair. pain management and nagging problems.
2. If the doctor makes a pre-op call or video for the patient on the day before their appointment, the rate of cancellation will plummet. This call is a chance for the doctor to welcome the patient to the practice and let them know that we are looking forward to seeing them tomorrow. This also gives the doctor a chance to ask what we need to be ready to discuss when they are in for their examination.

This approach respects the reluctance and anxiety of coming to a new doctor as well as respects the courage that it took to call in the first place.

By the way, a text is not enough to overcome the problem of no-shows!