The purpose of this Web Page is to provide anwsers to basic dental practice management questions posed by readers.

"Q"

What is the best way to handle and eliminate no shows and cancellations ?

"A"

The quick and easy answer is to confirm all appointments and stress the importance of the appointment to the patient. However, if you really want to change the situation you must look at why there are cancellations and no shows. Often the high rate shows a lack of respect for the office and your services. For example, I once consulted for an office that had an unusually high cancellation and no show rate for their recall appointments. The Dr. was so busy that most of the time he didn't do an exam, and when he did, it was a 'quickie'. As a result, the patients put very little value on their recall appointment since it was only to 'have their teeth cleaned'. Since the Dr. put little value on the appointment, so did the patient. When the Dr. started to do a complete and thorough exam, and the hygienist became less 'social' the cancellation and no show rate went down considerably. Perhaps thebest part of this was that when the Dr. and hygienist both did their jobs well - there was more discovered on hygient patients and their acceptance rate was higher for proposed treatment. The office was more productive - not because their cancelllation rate was down but because they were doing a better job.

You must look past the cancellations and no shows and look at the real reason that patients don't show the office the respect it is due. Is your appointment secretary too easy ? Do you hear " Thats O.K. Mrs. Adams, its just a cleaning appointment I'm sure we can reschedule it for you." Sound Familiar ? Do you confirm appointments and leave messages on answering machines. Do you have holes in your schedule because the patients are dictating when they can come in ?

Don't go for the quick fix ! Look at what you and your staff are saying to patients that allow, and even encourange patients not to show up. Fix the cause of the problem, not just the symptoms !

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