SUCCESSFUL WAY TO HANDLE CANCELLED APPOINTMENTS

I suggest the following steps as a successful method to handle patients or clients that have cancelled a scheduled treatment appointment:

1.      When someone calls to cancel they need to be reminded of the importance of the treatment plan, their specific medical health need and immediately rescheduled.

2.      If they do not reschedule, this indicates that they have some questions or concerns that have not been addressed and which need to be handled.

3.      At this point you, if they don't reschedule, the doctor needs to call them and follow up on why they are not continuing with the treatment plan. The doctor needs to ask them what happened and/or why they are not scheduling. Listen to their answer as there is something that must be handled, such as past experiences that were not good, alarming information they’ve heard about the treatment, financial concerns, etc.

4.      Get the information and handle it by providing the additional information the patient needs so what ever their concern was it has been addressed.

5.      Once they are handled, reiterate the importance of the treatment plan and get them scheduled for the next visit.

These steps have improved patients rescheduling after previously cancelling treatment appointments. 

Holding a Productive Practice Management Meeting

Some weeks back I posted an article on the value of the Office Manager. As part of that article I brought up the subject of scheduling a regular meeting time between the practice Owner and the Office Manager to plan the production and management of the practice. Following is an outline for this meeting:

1.      Review your practice's statistics - compare this week's (or month's) key production numbers (such as Gross Production, Net Production, New Patients, Total Exams, Amount of Treatment Plans Presented Compared to the Total Amount Accepted, etc) to the previous week's or month's numbers to determine if the practice is growing or detracting.

2.      Determine the necessary steps to improve the production of the practice. Write a plan of action (also known as a "battle plan") for implementing the steps you determine necessary to revert any decline and/or create stable growth.

3.      Review any items from the previous meeting that needs to be followed up on, including the previous week’s (or month's) plan of action to determine which targets were completed and any targets that need to be carried over to the new plan of action.

4.      Take up any promotional matters; i.e., review the Promotional Calendar; review the previous month’s New Patient log to see where new patients are coming from; ensure that promotional actions are being planned; and discuss the effectiveness of promo being done. Ensure that you add any promotion action targets to your plan of action for the week.

5.      Take up any financial matters, i.e., any needed or proposed expenditures.  Also review the previous weeks's (month’s) expenses by category and compare to your budget. Determine any necessary actions to curb spending, plan on long term purchases, etc.

6.      Review the Accounts Receivable Aging Report to ensure all aging A/R is being confronted and worked.

7.      Take up any additional personnel matters to ensure these are being handled or are scheduled for handling: 

               a) personnel problems, 

               b) personnel successes, 

               c) needs for training, 

               d) job reviews, 

               e) correction or staff disciplinary actions

8.      Take up any proposed changes in policy or procedure for the practice.

9.      Discuss and decide on your theme or subjects for the next staff meeting and write up an agenda.

Getting the above steps done weekly, will improve the coordination between the Office Manager and Owner and will result in improved management and overall stable growth of the practice.