As if 2020 hasn't been hard enough, many practices are facing an increase in same-day cancellations since the World Health Organization's recommendation that people delay routine dental care. When you combine that with fewer hygiene recare appointments, it can leave your schedule looking bleak.
Here are three tips to fill your scheduling gaps with high-value patients.
1. Convert callers into same-day treatment
Amol Nirgudkar, co-founder and CEO of Patient Prism.One way to plug holes in your schedule is to train your front desk team to convert callers into same-day treatment. First, build rapport with the caller by using his or her first name through the conversation. Second, uncover the level of urgency by asking if the caller has any nagging tooth sensitivity or pain. Third, show empathy by using phrasing such as the following: "Thanks for sharing that, Susan. Dr. Jones has helped so many people with that same problem and I know she will be able to help you, too. We want to take care of that problem as soon as possible so it doesn't get worse. Could you come in today at 2 p.m.?"
Once the caller agrees to the same-day appointment, the receptionist can set the right expectation for moving ahead with treatment by saying, "I want to make sure I reserve the right amount of time for you. Would you prefer to take care of the problem today while you're already here, so you don't have to come back? We want to make it as easy as possible for you to get the care you need."
By highlighting the benefits of same-day treatment, you can increase production per provider and fill the empty spot on the schedule.
2. Reduce no-shows with 2-minute technique
Creating a personal connection is more important than ever. Jacob Berger, DMD, reduced his cancellation rate and increased his treatment acceptance rate when he started calling patients the night before their appointments.
By taking two minutes to introduce himself and say he's looking forward to meeting them, he started building the relationship. It made them feel special. When people feel like they know you and like you, then they're more likely to want to do business with you.
If you reach voicemail, just leave a quick a message saying you're looking forward to meeting them and have reserved the time on your schedule for their visit.
3. Overcome COVID-19 concerns
Now's the time to call your patients who will be due for hygiene this fall. If they're hesitant to book an appointment, you can say, "We'd hate for you to miss out on using your benefits. We want to stop any tooth decay or other infection. Right now, it's more important than ever to make sure everyone has a healthy immune system."
If a patient specifically mentions the World Health Organization's recommendation about delaying nonurgent dental care, you can say, "Their statement caused a lot of confusion. Unfortunately, there are third-world countries that don't have the same high-quality dental care that we have. In the U.S., there has not been a single case that ties the infection to dentistry. We're healthcare providers, and I can promise you that we always follow all of the safety protocols from the Centers for Disease Control and Prevention. In fact, we were following them long before this, and now we've enhanced our safety measures even more. I'd be happy to talk you through those, if you'd like."
By using reassuring words, creating a personal connection, and reminding your patients that you're here to take care of them, you can fill your schedule with the right type of patients.
Amol Nirgudkar is the co-founder and CEO of Patient Prism, an award-winning call-tracking and call-coaching system that analyzes new patient phone calls, identifies patients who don't schedule, and provides rapid training to teach the receptionist what to say to call back and win back the missed opportunity.
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