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The Leader Module helps the doctor understand the issue of failed appointments and how to lead his or her team to real, practical solutions. In this module, Ms. Banta uncovers the real reasons why patients fail appointments. She also explains how the dental team, without appropriate training or effective verbal skills, may unintentionally give patients “permission” to cancel or miss their appointments.
The Team Modules provide the entire team the information and tools necessary to create an action plan to minimize failed appointments. Ms. Banta presents four 20-minute modules, ideal for team "lunch and learns" or scheduled training sessions.
Module FOUR: Confirmation and Cancellation Calls
This module covers the following topics:
- Placing a confirmation call so the patient is responsible for the appointment
- Using a “call to action” in reminder cards
- The right way to handle cancellation calls
- Tips on rescheduling patients
- The real costs of cancellations and failed appointments to the practice
- How to “fire” a patient with tact and diplomacy
Listen to Excerpt:
Module THREE: Techniques for Setting Appointments
This module covers the following topics:
- Using communication techniques starting with the initial phone call to minimize failed appointments
- Communicating urgency and importance of hygiene appointments
- Helping busy patients schedule their appointments
- Overcoming the patient’s cost concerns before the appointment
- Conducting the fee discussion
- Using pre-blocking to create flexibility
Listen to Excerpt:
Module ONE: Let’s Get Started
This module covers the following topics:
- Creating an effective schedule and minimizing failed appointments by measuring and monitoring key trends in your practice
- Having the doctor develop a written vision statement and clearly communicate it with the entire team
- Evaluating the current schedule, imagining the ideal day and then creating systems and processes to achieve the vision and goals
- Pre-blocking using the "X-schedule" technique
- Training the team and retraining patients to avoid cancellations
- Creating a "failed appointment" policy
Listen to Excerpt:
Module TWO: Creating Value in the Patient’s Mind
This module covers the following topics:
- Pre-appointment communication techniques to get the patient to the next level of their needed dentistry
- Creating ownership and urgency by co-diagnosing with the patient
- Communicating the patient’s “story” as the team passes off patients from team member to team member, reinforcing quality of care
- Establishing a system of informed consent and eliminating the element of surprise for the patient
- Providing the patient with payment options to increase treatment acceptance
Listen to Excerpt:
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