Patient cancellations can be extremely disruptive in a dental practice. While occasional cancellations are expected, many offices are experiencing an increasing volume of last-minute changes that significantly impact productivity and revenue.
To effectively manage unavoidable cancellations, it is critical that your existing systems are fully implemented and working efficiently. The primary goal is to ensure that healthy patients consistently attend their scheduled appointments.
Maintaining an up-to-date VIP or priority patient list is essential. This list provides a reliable pool of patients who can be contacted quickly to fill unexpected openings and reduce downtime.
The way a practice treats its patients directly influences patient behavior. When appointments frequently run late, are canceled, or are rescheduled by the office, patients may begin to mirror that behavior. In these situations, it becomes difficult to hold patients accountable for similar actions.
When patients do not perceive value in their appointments, they are more likely to cancel or reschedule. Many patients believe that a hygiene visit is “just a cleaning.” To counter this perception, hygienists must consistently educate patients throughout each appointment on the importance of maintaining their hygiene schedule and the consequences of not adhering to their diagnosed periodontal intervals.
Some practices worry about losing patients in their software if they do not pre-appoint. When practice management software is used correctly, patients are not lost, user error is almost always the cause. Pre-appoint only patients with stable schedules, a strong history of keeping appointments, and compliance with their dental diagnoses. For patients who do not meet these criteria, inform them that the office will contact them a few weeks before their due date. This approach helps prevent short-notice cancellations from unreliable patients.
Consistent verbiage throughout the office is essential for reinforcing the value of appointments. A common mistake occurs when a patient hesitates to schedule and a team member responds with, “Let’s book it now, and you can always change it later.” This statement unintentionally gives patients permission to cancel and can quickly undermine an otherwise full schedule.
Collecting and reviewing data related to cancellations and no-shows is critical. Decisions should be based on measurable trends rather than isolated incidents. Cancellation and no-show percentages should be evaluated separately from unscheduled time, with a combined total of less than 10% for hygiene schedules and less than 6% for doctor schedules.
If canceling appointments is easy, it becomes more frequent and reinforces poor habits. Patients who rarely cancel should be met with empathy and understanding when conflicts arise. However, patients who consistently cancel should experience clear boundaries. These patients should be asked to call back with a date that truly works for their schedule and should not be reappointed immediately.
Finally, ensure your team is properly trained in best practices for managing cancellations. Written protocols should clearly outline how each scenario should be handled, creating consistency and confidence across the team.
If your practice continues to struggle with cancellations and the underlying cause is unclear, seeking outside guidance can be invaluable. A coach can provide a fresh perspective and practical strategies to help stabilize your schedule and prevent unnecessary disruption.
