Avoiding Cancellations (1)
This technique is very effective for building the value of your patients appointments:
Each patient leaving the office needs to have a specific reason and date they will want to return to your office (an "Area of Concern"). It is not sufficient to dismiss the patient with “We’ll see you in six months.” We must focus on what is important to the patient and emphasize the time when it is appropriate for them to return.
“Susan, you are going to want to have me check that area again in March. It is important to monitor this area carefully before it becomes a serious problem for you.”
Notice that we did not say “in 6 months”. Time has a way of getting away from us and patients are more likely to remember their re-care date if we specify a month instead of a time frame.
It would be very appropriate for the assistant to follow up with the negative consequences if they miss this important follow up appointment. This comes quite naturally while walking the patient to the administrative office.
“Susan, we have seen patients who let that kind of dental problem go too long and the infection comes back. Since gum disease is the ‘silent disease’, you’re not aware of the amount of bone being destroyed and could eventually loose teeth.”
“Susan, when the bacteria gets under those old mercury fillings, the decay grows very fast. If it is not discovered quickly, we sometimes risk the possibility of having to do a root canal instead of a simple filling or crown. Cathy will make that appointment for you to see Dr. Friendly in March.”
By using “you are going to want to see us” instead of “we want to see you”, the patient perceives the value of the appointment and is less likely to forget or cancel.
