7 STEPS TO REDUCE HYGIENE CANCELLATIONS

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Jasmine Bishop
6 years ago
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1 7 STEPS TO REDUCE HYGIENE CANCELLATIONS

CONTENTS 3 4 5 6 7 8 9 10 11 12 13 About ACT Dental Practice Coaching About this Guidebook The Whys The 7 Steps Change your practice language Become adept at finding a reason for every Hygiene

2 CONTENTS About ACT Dental Practice Coaching About this Guidebook The Whys The 7 Steps Change your practice language Become adept at finding a reason for every Hygiene patient to return Engage the patient in expressing desired outcomes Change your scheduling Ask Create a whitening for life program Create a gift basket giveaway each month Use Smile Reminder or Demand Force to remind patients ACTdental.com

He has extensive experience on practice profitability, team building, leadership and dental practice

3 Kirk Behrendt is the Director of ACT Dental Practice Coaching. He has lectured all over the United States to major meetings and study clubs. He has extensive experience on practice profitability, team building, leadership and dental practice marketing/branding. Kirk and his team are primarily focused to positively impact the future of dentistry one practice at a time. For more information on Kirk and his services: kirk@actdental.com 3

4 The purpose of this document is to assist you in reducing the number of times your Hygiene patients cancel. It will help you be intentional about building value for Hygiene, reframing the appointment culture of your practice to include patient accountability, and employing motivators. Consider this guide one of several roadmaps we have developed at ACT Dental Practice Coaching for your success. This guidebook offers a lesson to improve your practice for the rest of your life. The lesson will encourage you to: Understand why you should care about Hygiene cancellations. Understand why patients cancel. Make changes in your practice language to build value. Make changes in your Hygiene system to build value. Motivate patients to make and keep appointments their Hygiene reservations. 4

5 THE WHYS Why you should care: When Hygiene utilization drops below 92%, profitability drops. Yet, on average, 12% of patients miss their Hygiene appointment. Why patients cancel: They forget. There is a lack of perceived value by the patient ( and sometimes by the practice). Some think is it just as well for the practice, as if they are doing the dentist a favor to lighten up the schedule. (They have experienced the practice being too busy). Some have something come up they would rather do just then, and they don t realize the economic impact on the practice. Emotional barrier: Some fear pain, some are afraid they will receive bad news, and some are just plain uncomfortable having their teeth cleaned and would rather delay it as much as possible. Some don t want to spend money on prophylaxis (lack of perceived value) or can t afford it just then. 5

6 THE 7 STEPS ALL 7 STEPS CHANGE THE PATIENT S PERCEPTION OF THE VALUE OF THE HYGIENE APPOINTMENT. EVERYTHING CIRCLES BACK TO BUILDING VALUE. 6

7 1. CHANGE YOUR LANGUAGE. Avoid value-minimizing language such as just as in just a cleaning. You are benefiting the entire body when the teeth are cleaned. The principal dentist in the practice should lead the way on changing the practice culture. You can change your language. Instead of the word cancellation, use the words change in schedule. If you mention cancellations on your answering machine, change your terminology to change in schedule. In other words, instead of saying If you are calling to cancel your appointment say If you are calling to change your appointment time or If you are calling to make a change in schedule. 7

2. BECOME ADEPT AT FINDING REASON FOR EVERY HYGIENE PATIENT TO RETURN Starting in Hygiene, recognize gum disease, signs of cancer, wear on teeth, loose teeth, tenderness, discoloration and decay.

8 2. BECOME ADEPT AT FINDING REASON FOR EVERY HYGIENE PATIENT TO RETURN Starting in Hygiene, recognize gum disease, signs of cancer, wear on teeth, loose teeth, tenderness, discoloration and decay. If teeth are missing or in need of restoration, now is the time for the dentist to explain the value of restorative dentistry to the patient, developing understanding and trust. The hygienist can then support the dentist s advice and explanations about why not restoring the teeth would be a mistake, the benefits of restoration, and the options and choices to be made by the patient. Capture digital intra-oral images at each Hygiene appointment that illustrate changes occurring in the mouth and health issues to be addressed. Ask patients what they see and what they want to see. The answers should be reasons for coming back for treatment and confirmation of improving oral health. 8

3. ENGAGE THE PATIENT IN EXPRESSING DESIRED OUTCOMES Have outcome-based conversations in the Hygiene chair. Does the patient value her or his smile? Does the patient value healthy gums?

9 3. ENGAGE THE PATIENT IN EXPRESSING DESIRED OUTCOMES Have outcome-based conversations in the Hygiene chair. Does the patient value her or his smile? Does the patient value healthy gums? Does the patient value keeping teeth in optimal condition to avoid more dramatic restorations later? Engage the patient in talking at least 50% of conversation time. The Hygienist can ask open questions to facilitate the patient s communication, and then listen actively the other 50% of the time. The most engaged patients will talk 80% of the time while the Hygienist listens 20%. This works best if the hygienist is relaxed and comfortable in the role of facilitator. This may take coached practice. Don t use the word need as in You need Instead, help patients discern what they want. 9

10 4. CHANGE YOUR SCHEDULING ASK Ask patients if they want to reserve an appointment on the Hygienist s busy schedule. Indicate the appointment times are valuable and sought after. Do not schedule patients who cancel repeatedly. Don t make it easy for them to re-appoint. 10

5. CREATE A WHITENING- FOR-LIFE PROGRAM Enrolled patients must keep their hygiene appointment within two weeks of the recommended recall period.

11 5. CREATE A WHITENING- FOR-LIFE PROGRAM Enrolled patients must keep their hygiene appointment within two weeks of the recommended recall period. When patients come in on time they will receive a touch up tube of whitening gel. Note: Americans spend more than $1.4 billion on over-the-counter teeth-whitening products each year. That s enough to fund the National Institute of Dental and Craniofacial Research for nearly three and a half years! Sources: MSNBC Blindingly white: teeth bleaching gone too far; NIH FY

12 6. CREATE A GIFT BASKET GIVAWAY EACH MONTH Each patient who keeps her or his appointment is entered in the drawing. 12

13 7. USE SMILE REMINDER OR DEMAND FORCE TO REMIND EACH PATIENT Ask the patient to select a reminder schedule of 2 weeks, 2 days, and/or 2 hours prior to the appointment. 13

14 Access the resources you need to quickly grow your dental practice & better your life! Proven techniques & expert advice. The tools you need to quickly and efficiently improve your practice. 24/7 access to videos and PDF downloads to bring to your team meetings. Learn More about ACT U! ACTdental.com

IMPLEMENTATION GUIDE Module 6 Dental Hygiene Patient Exam Case Presentation and Case Acceptance

IMPLEMENTATION GUIDE Module 6 Dental Hygiene Patient Exam Case Presentation and Case Acceptance Dental Hygiene Solutions Module 6 Dentalhygiene.solutions 1 How many dollars does your dental office have