Go beyond reactivating patients. During much of the early stages of the pandemic, I strongly conveyed my belief that reactivation of patients was the single most critical factor for maintaining the highest possible level of practice production. Prior to COVID-19, reactivation focused on contacting patients who hadn't been in the practice for 18 months. Reactivation now includes any and all patients who do not have their next scheduled appointment.
Don't forget about cancellations and no-shows. Practices must clearly communicate how important it is that patients keep appointments and contact the practice 48 hours in advance if they must cancel. Practices should also create a set of scripts for communicating the consequences of not showing up at all. Although the goal is never to lose patients, Levin Group's study of "habitual" no-show patients from the past 10 years shows they cause practices to lose money.
Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email firstname.lastname@example.org.
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