The schedule looks great for the day ... Then one by one you get a call cancelling an appointment at the last minute or a situation where the consumer (patient) completely no shows their appointment without notifying anyone at your office ... Aggravation sets in, team morale lessens and what looked like a great production day is no longer.
Sound familiar? Unfortunately for dental professionals it sounds much to familiar and it affects all dental businesses (practices) regardless of whether they produce in the top 1%, bottom 1% or somewhere in between.
Having spent time in plastic surgery, dermatology and now for many years in dentistry (and many more professions outside of healthcare as well) I have been able to see the vast differences between how consumers (patients) behave towards businesses they value as compared to businesses they do not.
When a consumer has a high level of value for a business (and what that business offers) they show up to their scheduled appointment, meeting, reservation or whatever you would like to call it depending on what type of business it is. I could list a thousand examples of businesses that have a virtually non-existent "no show or late appointment/meeting/reservation cancellation" rate. Unfortunately for dental professionals dentistry is NOT one of those of examples. In fact, the "appointment cancellation and no show" rate in dentistry is vastly higher than any other type of dental or medical healthcare business (practice) in the world ... and it is not even close.
Why? Why is consumer (patient) no shows in plastic surgery (for example) virtually non-existent as compared to dentistry where consumer (patient) no shows are through "the roof?" There are many reasons for this; however, the biggest one is:
Value. The answer is always value or lack thereof.
Consumers (Patients) no showing their appointment in plastic surgery is virtually non existent because consumers value it and look forward to their appointments. Facials, cosmetic enhancements, reconstruction and more are valued at high-levels by consumers all over the world. On the flip side of that is the fact patients default on their payment agreement in plastic surgery at very high levels. They do that because once you get (and pardon my example here) breast implants completed they are pretty hard to repossess (I can actually see a cartoonist drawing a joke right now on exactly how that would work). Anyway, the default rate is an article for the future so let's get back to the topic today.
Consumers (Patients) have a lack of perceived value for dentistry and because of this they choose to cancel their appointment or no show it at high levels. There are many reasons why consumers (patients) do not value dentistry and our program covers them all by retraining dental professionals how to place more value in the mind of the consumer (patient) as it pertains to dentistry.
When you achieve "value" it is the #1 way to reduce your appointment cancellations and no shows (not to mention how to improve literally every other aspect of your practice). There is not another other protocol on the planet to reduce appointment cancellations and no shows that can compare with simply learning how to place value in the mind of the consumer (patient) on why it is important they adhere their scheduled appointment time.
Further Proof: Our practices average a 78% reduction in appointment cancellations and no shows because we train dental professionals how to place more value in the minds of consumers. We specialize in getting people to say, "yes" and to better obey office policies, protocols, etc.
Founder & CEO - BizBlitz