McKenzie's Monday Morning Management Memorandum
Print this Memorandum, distribute to
your team, discuss at your morning meetings!
March 4, 2002
This issue is sponsored in part
Management and Associates
A full service, in-office dental
management consulting company specializing in the business,
and hygiene areas of practices nationwide. Their clients
include thousands of dental practices
in over 40 states throughout the U.S. Sally McKenzie,
President founded the company in 1980.
You can find McKenzie Management at http://www.mckenziemgmt.com
More than 30,000 healthcare practices
nationwide use Care Credit as an alternative means of
their patients finance treatment. You can find Care Credit
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Is your practice
operating at peak performance?
this test to find out.
The Time Wasting, Money Draining No Shows
Broken appointments and no shows are
among the biggest practice frustrations.
You're doing everything you can to provide an excellent,
high quality dental experience
for your patients, and some of them have the nerve to just
blow off their regular dental
appointments with no concern for the impact on your
business. How do you break
the cycle of these time wasting, money draining thoughtless
Sally McKenzie, President of McKenzie Management and founder
has a few suggestions.
- Establish a policy for broken
- Communicate the policy to new
patients and remind existing patients of the policy
- Designate and train the
appointment coordinator to handle confirmation calls.
- Make personal contact with the
patient 48 hours in advance of the appointment.
- Do not leave messages.
- Request a daytime phone number
when scheduling appointments so the appointment
coordinator can confirm with the patient
- Schedule time for the coordinator
to contact patients after hours at home.
- When making appointments state the
day, date, time, and length of the appointment.
- Ask patients if they would
consider changing their appointment if one becomes
- Keep a list of those patients
willing to move their appointments to fill unexpected
voids in the schedule.
- Keep a list of patients who
cancel, don't show, or don't reschedule appointments and
- Contact "no shows" within 10
minutes of their appointment time.
- Show concern for their
- After two "no shows" consider the
patient unreliable. Tell the patient you will contact
them when an opening is available and they can determine
if that time will be convenient.
- Consider offering some
appointments in the evening and/or weekends.
With a smile on your face, continually
reinforce to patients the importance of keeping
appointments and your appreciation for their willingness to
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