Description

In this comprehensive 80 min session, we delve into the critical issue of patient cancellations and their impact on dental practice efficiency and revenue. The session will highlight the importance of minimizing cancellations for optimal practice performance. Participants will gain insights into the various types of cancellations, such as last- minute changes, no-shows, and rescheduling, along with common reasons behind these cancellations, including personal reasons, forgetfulness, fear, and financial concerns. The session will also address the financial and operational impacts of cancellations, emphasizing how they disrupt scheduling, reduce productivity, and effect patient flow. Strategies for minimizing cancellations are discussed, focusing on
enhancing patient communication and education through effective use of appropriate verbal skills, appointment reminders and clear cancellation policies. The importance of building rapport and trust with patients, as well as educating them on the importance of keeping appointments, is underscored. The practical implementation segment covers the use of technology and tools like appointment scheduling software and automated reminders. Team training, particularly the role of the clinician and the front office personnel in reducing cancellations and improving customer service, is also emphasized.

Learning Objectives:

1. Understand the financial & operational impact of patient cancellations on a dental practice.
2. Implement effective patient communication and engagement strategies to reduce cancellations.
3. Utilize technology & staff training to optimize scheduling, improve patient management, and enhance overall practice efficiency.

Dr Toni Surace

Dr Toni Surace graduated from Melbourne University in Dental Science in 1995 and formed her practice, Smile Style Dental in 2000. As a Principal Dentist, Dr Surace went through the Momentum Management Program and found the experience life-changing; enabling her ...

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