Does your Front Office always seem to be calling patients because they have cancelled their appointments, or they never made an appointment?
Accepting cancellations over the phone and not making ongoing appointments for these patient is a nightmare in most Practices.
Factoring in the time for Patient Follow Up Calls is so time consuming especially while other calls are coming in.
Ensuring your patients make their next appointments before they leave will save a lot of time organising a new appointment over the phone later on.
The Follow up call is always a challenge. It’s even more of a challenge the longer it has been since the appointment was cancelled or not made.
Try to get onto the follow up call as soon as you can.
There can be a number of reasons a patient does not make an appointment over the phone but more than often we have not increased their concern or created enough urgency in their minds.
Making an appointment on the phone is easy with the right language.
- Go over where the patient is up to in their understanding of their treatment needed.
- Ask questions to build concern and urgency
“What would happen if…”
“Are you concerned that…”
“Have you noticed…”
Get the patient thinking about what they have not thought about or may have forgotten.
The patient needs to be concerned about what will happen if they don’t make an appointment.
There are four main reasons why a patient cancels their appointment or leaves your Practice without their next appointment.
- Not enough urgency and concern was given to your patient before they left your office or over the phone.
- You didn’t find out if there was anything standing in the way of them getting started with their treatment. For example: fear, money, time, trust.
- Your patient didn’t understand their Treatment.
- You did not build enough trust and belief in their treatment
There are some great questions we can ask patients to check how ready they are to start their treatment so as to avoid cancellations down the track or no appointment being made in the first place.
This blog will feature simple practical ideas that are easy to implement tomorrow in your Practice, impacting immediately on the Patients Phone Experience, and ultimately, improving your practice profitability.
Phone Excellence Mastery is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary practice in the heart of working class western Sydney.
For more information on how I can improve your practice profitability contact me, Jayne Bandy at jayne@theDPE.com