Getting Better Mileage

One of the most frequent “if you could wave a magic wand” issues that I hear about is how to reduce or eliminate last minute cancellations and no shows on the Hygiene schedule. I have rarely worked with a dental practice where this was not a problem of some significance. The hygiene coordinator works diligently to fill and confirm the schedule. She goes home content that all of her hard work will be rewarded. Yet every day-stuff happens -with the result that there is still considerable loss of revenue from open time.

Here is an idea that has had some success – warranty your dental treatment. Post the following information on a large sign in the receptions area.

WARRANTY

We are very proud of the dental services we provide and we stand behind our work. We will replace any defective filling with an equivalent restoration FREE for up to two years after it is placed. We will replace any crown that needs replacing for up to five years with an equivalent crown at NO CHARGE.

IMPORTANT

This warranty remains valid ONLY if you come in for your regular 4 to 6 month cleaning visits including examination and x-rays as recommended by the doctor.

In reality, you are probably doing this anyway even if it isn’t written down. So why not get some mileage out of this? When dental treatment is completed, the doctor must inform the patient that the work is guaranteed PROVIDED the patient returns for regularly scheduled continuing care visits with the hygienist. And the hygienists who are seeing all of these patients on continuing care also repeat the terms of the warranty when scheduling the next continuing care appointment.

The key to success is for the doctor and all staff to consistently reinforce this policy so that the patients truly understand the value of not missing a hygiene visit. I’ll be willing to bet you will see some good results.