Dos and don'ts for patient management: Turn a no-show into a teachable moment

Few things upset dentists more than when patients fail to show up for their appointments. Sometimes, this occurs because they forget or get knocked off track by some unexpected event. But we've all known patients who simply have no respect for our time, who place no value on their appointments -- who don't even have the courtesy to cancel or apologize.

No-shows create gaps in your schedule that are impossible to fill, costing you production, revenue, and income. Several years ago, you might have suggested that repeat offenders seek dental care elsewhere. But in today's challenging market it makes more sense to attempt to "train" them to be more conscientious.

Teach patients the value of appointments. When patients are late for an appointment, call them immediately at their cell number to ask if they're OK. If they don't show up, explain that they have caused a financial loss for the practice, and that they'll have to wait weeks for a new appointment (though you may contact them later to offer something sooner). For patients who still become no-shows, indicate that the best you can do at that point is put them on a list for last-minute openings.

Don't let them forget. Because you may need to become very firm in how you handle no-shows, make sure it's not your fault. Review your confirmation system and upgrade it to take advantage of the latest techniques, such as automated text reminder software.

Roger P. Levin, DDS, is the founder and CEO of Levin Group, the leading dental practice consulting firm in North America. For the complete list of dates and locations where you can attend his latest seminar, visit www.levingroup.com/gpseminars.

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