Friday Patient Tip of the Day

July 13, 2012

Issue 7

Don't be neutral. When a patient calls to cancel or re-schedule an appointment at the last minute, make sure that patient understands what that means for your schedule.? ?

Don't be neutral. When a patient calls to cancel or re-schedule an appointment at the last minute, make sure that patient understands what that means for your schedule.? ?

Don’t let any of your team members say, sure Mrs. Jones, how does the same day and time work for you next week? That just tells the patient ruining your schedule for the day isn’t a problem, and chances are that same patient will make a habit of canceling and rescheduling, said Linda Miles, CSP, CMC, founder of Linda Miles Global.? 

?Instead, whomever takes that call needs to be friendly yet firm, Miles said. Offer a way to make the current appointment work for the patient’s schedule, and let the patient know you’re not going to be able to fill that open appointment time at the last minute. If you don’t educate them about the importance of their appointment time and the fact that you and your team’s time is valuable, too, don’t be surprised when they call again next week to cancel.? ?

Your patients are your practice. Without them, where would you be? You have to know the best ways to attract them to your practice, get them to accept treatment and make them happy, life-long patients.? ?

That’s where we can help. Check back regularly for tips on how to keep your patients happy, healthy and loyal.? ?