We get it: life happens. Nobody starts their day planning on having an emergency derail their appointments. And other times, patients have the foresight to call a few days in advance to reschedule.
But what about those who cancel last minute? Or those who don’t call at all?
In this guide, we are going to break down five common reasons why patients might flake out on their dental appointments.
They are anxious about seeing you
Whether they are a lapsed patient trying to get their oral health maintenance back on track or have anxiety about their appointment, the fear of the unknown is a prime driver of cancelations. If it has been a while since they have seen you, they may be afraid of judgement. Or they may be one of 61% of Americans who report having a degree of dental anxiety.
They are trying DIY dental
The internet can be a rich hub of information, but bad actors (or influencers looking for clicks) can also lead potential patients astray with unproven dental care hacks. On TikTok alone, the topic #teethwhitening has over 3.2 billion posts and the dental advice offered generally ranges from ineffective at best to woefully painful at worst. And yet, stories continue to circulate about the wild ways people turn to the internet to avoid seeing the dentist.
They don’t understand what goes into an appointment
Most patients don’t to think too hard about their dental appointments. Many simply show up for their designated time and leave, blissfully unaware of the scheduling gymnastics that goes on to make their oral healthcare a reality. And if you don’t have a cancelation policy in place, your team will scramble to move the schedule around and properly staff your practice for the day.
They don’t fully grasp the importance of oral health
Dental is usually treated as an ancillary (or secondary) type of coverage and is not as widely available as medical care. As a result, patients may dismiss their regular dental cleanings in a similar “nice-to-have” fashion. But as you well know, flossing and brushing at home are only one piece of the puzzle and one’s mouth is the window to other facets of well-being, too.
They simply forget
We’re all busy folks and sometimes, appointments may simply slip the mind entirely. Maybe it didn’t end up on the family calendar or there was no appointment reminder relayed to them. But sometimes, missing a dentist visit is just an honest mistake.
Tips and tricks for helping patients keep their appointments
Regular communication
If you want to build patient loyalty, remind them that you exist for more than two days out of the year for their annual cleaning. Stay in touch with patients by asking their communication preferences, whether it be email, text or phone call. Then, reach out with appointment reminders at least one week in advance to help your team prepare for their arrival or any pivots in the schedule. (Even better: allow patients to add appointments to their digital calendars.)
You can also stay in touch with your patients year-round via your social media channels and even a regular newsletter to educate them on the importance of oral health.
Be mindful of the words you use
Patients are more likely to return to a practice where they feel comfortable and studies show the use of language plays a significant role. So choose your words carefully: avoid heavy medical jargon, break down coverage in a way that is easy to understand and, when describing procedures, make sure you use verbs that don’t convey negative feelings.
Set up a cancelation policy
In the event a patient does need to cancel or reschedule last minute, make sure you’re covered by having a cancelation policy in place. That way, you can recoup some of the funds lost from the appointment if they don’t cancel in time. And if they do reschedule within the policy timeframe, you have enough notice to move patients around or schedule someone into the newly opened spot.
Offer free consultations/visits for those might be nervous
If a patient shares that they are nervous about coming in, help put them at ease by removing the unknown. Have a member of the dental team reach out beforehand to answer questions or even have the patient come visit the practice beforehand. This allows the patient to gain as much knowledge as possible to help quell any anxieties they may be feeling.
The bottom line: Last minute cancelations and no-shows can cause all kinds of headaches at your practice. Keep your patients coming back by providing education, creating a comfortable environment and ensuring you have policies in place to protect your bottom line.
