In today's busy world, broken and canceled appointments can be a common challenge for dental practices.

We have noticed an increase in broken and short-cancelled appointments with many of our clients’ dental practices. So, we want to discuss some strategies that you can use to turn this around and enhance your efficiency and patient care at your private dental practice.

The Hidden Cost of Broken Appointments

When patients miss lengthy appointments, it can disrupt your schedule and significantly affect your revenue. But don’t worry—with proactive measures, you can keep your practice running smoothly and maintain strong production and collection numbers.

Introducing Deposits for Lengthy Procedures & New Patients

One great way to ensure patients stick to their appointments is by requiring a deposit for procedures longer than an hour and for new patients. A small deposit, like $75 or $100, encourages commitment without being burdensome. Most patients understand and appreciate this policy, especially when it goes towards their final bill.

Communicate with Care

Clear and friendly communication is key. Let your patients know why deposits are important, emphasizing the time and preparation needed for lengthy procedures. Assure them that the deposit will be refunded if they need to cancel with two weeks’ notice. This flexibility shows you care and helps them feel comfortable rescheduling responsibly.

Trust Your Loyal Patients

Skip the deposits for your reliable, long-term patients. Trusting them reinforces the positive relationship and shows that you value their loyalty and reliability.

Recommendations on Deposits and Incentives

1. Introduce Deposit Requirements: Implement a deposit policy for lengthy appointments, particularly for new patients. Keep the deposit amount reasonable and explain it clearly during booking.

2. Flexible Deposit Policies: Offer flexibility by applying deposits to future appointments if canceled with sufficient notice. Clearly outline the terms for deposit forfeiture for last-minute cancellations or no-shows.

3. Communication and Transparency: Use multiple channels (email, SMS, phone) to confirm the deposit policy and remind patients of their appointments. Ensure they understand the refund or forfeiture conditions.

4. Track and Analyze Impact: Monitor how the deposit policy affects appointment adherence. Adjust the policy based on feedback and trends to keep it effective and fair.

5. Exceptions and Considerations: Make exceptions for reliable patients or emergencies. Evaluate each case to maintain goodwill and trust.

Incentivizing Attendance

1. Incentives to Rebook: Offer a small reward for patients who rebook immediately when they call to cancel. This could include entry into a monthly prize draw or promotional/branded merch.

2. Track Staff Performance: Measure rebooking rates and reward high-performing staff with tangible incentives like gift cards or other perks.

3. Set Team Goals: Establish team-based rebooking goals and celebrate achievements. Organize team-building activities or rewards when targets are met to foster a sense of teamwork.

By adopting a deposit policy and incentive programs for both patients and staff, you can significantly reduce broken and short-canceled appointments. These strategies help ensure patients stay committed to their appointments while motivating staff to manage and rebook cancellations effectively. This approach will enhance your practice’s overall efficiency and patient care, making it a win-win for everyone involved.

Not sure where to start? Contact us today!