WHY DIDN’T THEY SCHEDULE?

It’s often extremely difficult to pinpoint why a patient does, or does not start treatment. Some reasons are under our control….the information we provide and the attitude we present….and some are strictly based on the patient’s budget. All too frequently however, we assume the problem is the patient’s budget, when the real issue may be how we presented to them. There can be multiple reasons patients don’t schedule….let’s look at some of the ones we can control.
• First Impression: We’re not talking about the doctor’s first impression here, or even that of the treatment coordinator. The patient’s very first impression is at the initial phone call. Was it a pleasant conversation, informative for the patient, and well scripted for success?
• First Visit: Was the patient greeted by a friendly person, and made to feel welcome? Did that first person “hand off” the patient to the assistant, treatment coordinator or hygienist with an introduction?
• Initial Chair Time: Did the doctor at least pop into the room and introduce himself/herself and tell the patient he would be back after X, Y and Z were done?
• Information Gathering and Bonding: Did the assistant, treatment coordinator or hygienist get the basic information for the doctor, and did she/he also get a friendly conversation going to find out more about the patient’s expectations?
• Three Way Conversation: Did the above mentioned staff member then share the information with the doctor in a 3 way conversation including doctor and patient. No one likes to have all their information gathered over and over again….we want the patient to understand we’re interested in what they have to say.
• Exam and Presentation: Was the doctor clear on his/her findings and recommendations? If there are options, has the doctor specified his/her preference, or clearly asked for the patient’s preference?
• Financial Explanation: Whether this is done in the op, at the front desk or in a special consult room, the first question that should always be asked is “do you have anything you want me to clarify regarding doctor’s findings and treatment?” Once that has been asked and answered, only then should we proceed with finances. Clearly explain the full fee, the amount the patient is saving by seeing an insurance provider (f that’s the case), the amount of discount the patient is getting from a flyer or website ad, the amount we expect patient’s insurance to pay and the amount the patient will have to pay. We suggest having this in a visual form, preferably on an Excel document on the computer screen. Ask the patient how that all looks to them, and adjust treatment and payment options as appropriate if they seem hesitant.
• Scheduling: Do not ask if they need to think about it, or if they need to check with a spouse before scheduling. You have a sign over your office door, so they didn’t just come in to browse. Treatment has just been prescribed by a competent dentist and the patient is aware treatment is needed. Your next statement should be “Let’s get that scheduled for you” as you begin searching for appropriate dates.
• Reinforcement: Before they leave, review the appointment date and time, the amount of money they will have due that day and thank them for coming in, wish them a pleasant day and mention you’ll see them at the next appointment.
If you hit all of the above points right on the mark, you have an excellent chance of getting the patient scheduled and treatment completed. The more you miss, the more likely you are to be asking “why didn’t they schedule?”