REVENUE: Cancellations are a major headache for every dental practice. But have you ever done the math to discover just how much they’re hurting your bottom line? With the average cost of a dental exam close to $1001 two cancellations per day can cost you $1,00 a week, or $52,000 a year. When patients cancel costlier procedures, like root canals or ﬁllings, you stand to lose even more. Ouch! When a patient cancels at the last minute, it creates a hole in your day. If you don’t ﬁll the appointment slot, valuable chair time goes to waste. That’s lost revenue you can never get back.
PRODUCTIVITY: Sure, you can ﬁll cancelled appointment slots the old-fashioned way—digging up the list of patients who’ve asked for earlier appointments, rushing to call them, and playing phone tag until you ﬁnally ﬁnd a replacement. But while this approach may ﬁll your chairs, it also costs your practice plenty in time and eﬃciency. Doesn’t your front desk staﬀ have better things to do than scramble to deal with last-minute cancellations? In a recent survey, 70 percent of front desk staﬀ say their duties have increased in the past 2 years, but 63 percent say the number of staﬀ members on their team has stayed the same or even decreased 1. Manually calling patients to ﬁll last-minute cancellation spots puts your staﬀ even further behind on their daily to-do list.
REPUTATION: Last-minute cancellations aﬀect the eﬃciency of the entire oﬃce—not just the front desk staﬀ. With the average dentist seeing 2.5 patients per hour, changes to the schedule when a patient cancels can severely impact the ﬂow of work for dentists and hygienists. If delays trickle down and other patients are kept waiting, it can hurt your reputation as they complain on social media or give you a bad review online.
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1 Lighthouse 360 www.LH360.com