Enforce scheduling policies. When patients call to cancel at the last minute, use a script to suggest that they rethink cancelling the appointment. Let callers know that the time has been reserved for them and that there is a fee for breaking an appointment with less than 24 hours’ notice. You may waive this fee, but the point will still be made.
Training Tuesday: Check out Dr. Levin’s popular e-book, Power Cell Scheduling. Go here and click on the “Read an Excerpt” button.