"Our problem was cancellations and no-shows. In some of our locations, they were as high as 25-30%. This meant that three out of ten scheduled appointments weren’t coming into one of our practices on an average day, which meant we weren’t providing our hygienists with sufficient opportunities to diagnose and treat patients. With the patients they were treating, the data showed they were actually performing pretty well. It was all hands-on deck. We focused our entire team on lowering cancellations and no-shows. This included our front-desk team, doctors, office managers, treatment coordinators, and schedulers. Scripting was created that discouraged canceling or missing appointments. Team members focused on helping patients to understand how important it was to keep appointments. Within a few months, our cancellations had dropped to less than 10% - a phenomenal improvement."
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Josey, Office Manager, Carolinas Dentist
Success at Reducing Cancelations