Dealing with dental cancellations: Are no-show fees effective?

Dental cancellations can put a real dent in your workflow and your revenue. 

So how do you reduce dental cancellations and maintain your steady cash flow? Are no-show fees the solution? 

Dental ClaimSupport is a trustworthy billing partner that helps dental teams turn patient insurance benefits into payments. But if patients don’t show up, you have no claims and no payments! So we understand how important it is to have strategies to fill your dental office schedule. 

In this article, we’ll discuss some best practices when dealing with dental cancellations, and whether or not no-show fees are a good solution. Dealing with cancellations proactively can help your dental practice’s revenue stay consistent, and it can also help you create a better relationship with your patients. 

What should I do when I receive a dental cancellation? 

There are a few different things you can do when you receive a dental cancellation. Let’s get into it.

Try to reschedule immediately if you have them on the phone

If you get a phone call about a cancellation, pull up your calendar and try to reschedule while on the phone with the patient.

When you get a patient on the phone like this, they will likely not have their calendar pulled up, so go ahead and offer them a few dates to reschedule. 

This will give them a few options in the next few weeks that will get them the care they need, while still maintaining a productive schedule.

If they’re reluctant to reschedule on the phone, email them a few available dates and ask them to get back to you ASAP.  Remember to add them to your unscheduled list or tickler file in your software.

Explain the importance of their dental treatment

Next, you need to explain how important it is to their oral health that they reschedule soon. Even if it is just for a cleaning, remind them that going too long in between appointments can result in more extensive and expensive dental treatment in the future.

Educating the patient on their oral health isn’t meant to scare them, but it will create a sense of urgency that will get them into the chair as soon as they can. You can explain the problems that may occur when treatment is delayed. You want to do this in a way that is educational and not full of doom. 

During this time you can also make sure they aren’t canceling because they are nervous about the procedure or concerned about the expense. Be sure to ask them in a kind and considerate way, “What may I do to help you keep this appointment?”  

Go over their concerns and help them by listening closely to the reason. You can talk to them about comfort items you may have in your practice such as their choice of music on your Bluetooth headphones, warm blankets, stress balls, N₂O, sunglasses, oral sedation, etc. 

Related: How to improve the dental patient experience: 6 tips

Review their estimated out-of-pocket portion and remind them of the payment options or phased appointments (if applicable). Offering 3rd party payment plans may also be helpful by making it affordable.    

Are no-show fees a good option for dental practices?

A no-show is when a patient missed their appointment and did not call to cancel or reschedule - they simply did not show up to their appointment. Should you charge a fee for this?

We recommend a few things before you start charging a no-show fee. 

1. Evaluate your current scheduling system. Make it simple for patients to schedule online. Consider posting an availability calendar on your website.
2. Evaluate your appointment confirmation system. Send email confirmations and reminders. This can include text and reminders. Make sure they’re even receiving reminders right up to the day before their appointment. 
3. Make it easy for patients to reschedule.  Often, patients don't have a date in mind when you ask them to rebook. Consider using a special list. One dental administrator we know created a VIP list. She told patients they would get a call when an opening came up. This approach can also help patients feel valued.  

Take your entire scheduling process into consideration and see if there are any improvements you can make on your end. Adding small changes such as text and email reminders can make a huge difference in your no-show rate.  

Consider adding a strike system to your no-shows

As we mentioned before, life and emergencies happen. So charging someone for their first no-show might be a bit harsh. A solution could be setting up a strike system. 

This is something you can explain when a patient is scheduling their initial appointment. Inform them right then, that as a courtesy to our patients and team, you do require two business days' notice for changes. 

Remind them there is no fee charged for changed appointments provided they kindly give two business days' notice if they are unable to keep the appointment. If they no-show more than once - there may be a fee. 

This will hopefully minimize no-shows. And to be honest, there is not much argument against this fee - if they are a no-show more than once, it is likely a personal problem for the patient. It’s not that hard for them to pick up the phone, text, email, or call and let you know they need to reschedule. Your time is valuable. 

But we’ll get off of our soapbox! 

It doesn’t have to be a large fee, just enough that the patient will feel a little bit more is at stake in attending the appointment they booked. Some offices will require the copayment to be made to reserve a longer two-three hour or more appointment, to avoid a wipe-out day! 

Remember, if the patient is financially invested, they will most likely show up. 

Ready to get a better handle on dental cancellations and more?  

As frustrating as it is, dental cancellations are a part of any business where someone has to make an appointment. The best way to deal with it is to have a protocol you follow that will reduce frustration and get that patient back on the schedule. 

No-show fees can be a solution for those that don’t even bother to show up, especially if it is more than once. Your time is valuable, and even patients should respect your time. 

Dental ClaimSupport will soon be offering patient billing services that will help you collect effectively from patients AND insurance claims. 

As you fill your schedule, you’ll have more claims! Find out how to collect easy insurance income with Dental ClaimSupport billing services. Get our free quickstart guide to outsourcing and see how to bring more money and value to your practice.