Fix Production Woes with These Tips
Dentist Case Study #103
The doctor’s concerns: “Last minute cancellations and no-shows are at an all-time high in my practice. To make matters worse, fewer patients are accepting treatment. As a result, both team morale and my bottom line are taking a hit.”
Unfortunately, many practices are plagued by low production numbers—and they have no idea why. Broken appointments wreak havoc on their schedule on a regular basis, while even patients they think are ready to go forward with treatment never schedule. This can be pretty stressful, leaving dentists struggling to pay their bills. In this case, our doctor was growing more and more concerned about the future of his practice.
That’s why he came to us. We helped him reduce the number of broken appointments he deals with each day and gave him proven strategies to boost case acceptance. Here’s a closer look at the problems he was facing and the solutions he implemented:
The solution? If you leave a voicemail, ask patients to call back to verbally confirm, with the understanding the appointment will be canceled without that confirmation. It’s also a good idea to ask patients how they prefer to confirm appointments with the office. Keep in mind many patients would rather respond to a text or an email than take time out of their busy day to make a phone call. If you make it easy for them, patients will be more likely to confirm the appointment and then actually show up.
Patients just aren’t accepting treatment
The problem? The doctor was only spending about 10 minutes talking with patients about treatment chairside. While he thought that was plenty of time, it really wasn’t, and patients left with many unanswered questions and concerns.
We suggested he hire a Treatment Coordinator instead to take over case presentations for all producers. This team member could spend as much time as necessary educating patients about their condition and the recommended treatment, giving them the opportunity to ask any questions they have in a comfortable environment.
We also discovered no one from the office was following up after the initial presentation. Now, the Treatment Coordinator calls two days later, ready to answer any additional questions and to get the patient on the schedule.
Offering third party financing like CareCredit is another way to encourage patients to accept treatment—and is another strategy this doctor used to improve case acceptance. Many patients say no simply because they can’t afford it. CareCredit gives them the ability to pay a little at a time, which makes the cost much more manageable.
Patients can’t find appointment times that work for their schedule
Remember, your patients are busy people. The more you can accommodate their schedules, the more likely they’ll be to accept treatment. Stay open late a few days a week or offer early morning hours so patients can come in before the work day. Consider opening on Saturday mornings to give patients another option that might fit their schedule.
When the doctor implemented these changes into his practice, he saw a huge difference. Fewer patients flaked out on their appointment times or canceled at the last minute. More patients began to schedule treatment, and he even got a few referrals thanks to his convenient Saturday morning hours. Now, instead of worrying about how he’s going to pay his bills, this doctor’s practice is finally flourishing. Implement these changes into your practice and yours will do the same.
McKenzie Newsletter Information:
To unsubscribe: To discontinue receiving the Sally McKenzie eManagment newsletter,
click on the link at the very bottom of this page for instant removal,
To report technical problems with this newsletter or to request technical help,
please send a descriptive email to: firstname.lastname@example.org
To request services, products or general inquires about The McKenzie Company activities
please send a descriptive email to: email@example.com
If you would like to have any of your dental practice concerns answered personally by Sally McKenzie,
please send a descriptive email to her at: firstname.lastname@example.org
Copyrights 1980-Present The McKenzie Company - All Rights Reserved.