Strengthen Your Appointment Control

Minimize Cancellations

Cancellations and broken appointments are one of the biggest frustrations in any practice and result in lowered production and lost revenue. Broken appointments or cancellations are typically symptoms of other underlying problems. This may be a non-verbal way that the person is telling you that he or she is not satisfied with the service received.

Following are some suggestions to help reduce no-shows, cancellations and reschedules. The first key to controlling appointment compliance and smooth patient flow is for the receptionist to fully understand that the appointment book has been placed in their hands, and they are fully responsible for its handling. The following points will help the receptionist perform their duties in this regard:

• Ensure that you are fully aware of what the appointment policies of the practice are, and see to it that you are trained to apply those procedures.
• Utilize your “General Policy” statement to educate patients/clients on the necessity of keeping their appointments.
• You must have the honest and genuine attitude that you really care about this person and you know why it is important for them to set and keep their appointment for the recommended care. You must be committed to good health and good service for the patient, and know that the appointment for the recommended treatment is necessary. Fully communicate this attitude with the person you are talking to, especially when setting appointments.
• Always call right away any patient or client who does not show within 15 minutes of the scheduled appointment. Find out from the person if something is wrong that caused him/her to miss the appointment. Convey a caring “time is valuable” attitude to the person and let them know that you want to work with them to ensure that they can make it in.
• When a patient or client calls to cancel, investigate diplomatically to discover the real reason why they are canceling. Many times you’ll find it is a financial consideration, or a lack of understanding about why they need the recommended care.
• Really listen to what they are saying to you. In this way you will be able to work with the person to help resolve whatever the problem actually is. Never assume you know what the problem is. Work with your patients/clients to remove the barriers that are preventing them from adhering to the scheduled appointments. When you have found the real reason for cancellation, you then must handle it so that the person does, in fact, keep the appointment.

For example, if you find that the person is having financial difficulties, the following points could help:

• Determine the exact problem and inform the person that this can be worked out with the financial secretary when they come into the office.
• It might be effective to put the financial secretary on the phone with them at that time if there is no other way to handle the situation.
• You’ll get the best results, though, if you deal with the situation over the phone, at least to the point of willingness on the person’s part to come into the office where matters might be more easily and personally taken care of.

If the problem is not financial, but of some other nature, (e.g., upset with service or another staff member), and you are not able to handle the problem with them on the phone at that moment,

• Let them know that you are concerned about this.
• That the doctor always wants to know of such matters.
• Advise the person that you will have the doctor or the office manager give them a call to discuss the situation.
• Then ensure that you immediately inform the proper authority (doctor or office manager) of the person’s concerns so that they are called at the first opportunity.
• Handle the barrier you have found as best you can right then. If you are able to fully handle it at that time, go ahead and schedule an appointment for them. Assume that they are now going to make an appointment and give them a limited choice as to when to now come in. (i.e. “When would be best for you Mrs. Smith, next Tuesday or Wednesday?”)

You will not be perfect and handle 100% of the situations that arise, but you can always improve your technique to remove the barriers that come at you. Your intent and caring for the patient/client will prove to be more influential in your success than you might imagine.

When the going gets rough, read over the “Purpose” of the practice and the “Purpose” of your position and, in your own words, impart this to whomever you are speaking with. When dealing with a difficult person, always keep in mind those numerous patients who have been helped at your office. Don’t let the few tough ones get you down. Work together with the doctor and the office manager, as a team, to handle the difficult situations.