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How to Reduce No-Shows in Your Dental Practice

Maximizing your reappointment, or patient recall system, can have a significant impact on practice productivity and revenue generation. Robert Lipschutz, D.M.D., provides an overview of integrating an effective patient recall system into your dental practice. Having an automated system in place, he says, will save time for your front-office staff, and provide patients with more useful reminders about upcoming appointments.
Ed Rabinowitz
PUBLISHED: Monday, March 20, 2017
Getting a first-time customer to purchase a new car at a dealership is not as important as what follows. Getting that same customer to return regularly for maintenance and repairs, and then to make a second purchase down the road is what truly fuels the lifeblood of the dealership.
 
It’s not that different for dental practices. The key is integrating and then maximizing a re-appointment system into the dental practice.
 
Robert Lipschutz, D.M.D., a general and cosmetic dentist in New York City, and his staff are always looking ahead.
 
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“We make sure that (patients) make the appointment for their next cleaning before they leave the office,” Lipschutz says. “And not just the cleaning. If they need a filling, or a crown, or a root canal, you also want their recall visit scheduled as well.”
 
SET UP A SCHEDULE
Lipschutz and his staff always look at the next three-month periodontal maintenance visit, for patients with periodontal disease, and then the six-month recall visit, for routine check-up x-rays and cleaning, at the end of the patient’s current recall visit. And they use Zoc Doc as a way to remind patients of their upcoming appointments through text messaging and emails.
 
“Patients don’t like to be called at work,” Lipschutz says. “And the old system of having them fill out a postcard in the hygienist’s room is something from the Jurassic period.”
 
Lipschutz likes using Zoc Doc because it not only features the appointment reminder system, it also helps him reach potential new patients through the Internet. Patients are also able to confirm or even reschedule their own appointments because the system is synced to his dental practice software.
 
It also reduces the burden on his receptionist.
 
“He doesn’t have to call patients before noon every day to confirm them for the next day,” Lipschutz explains. “He can focus on other activities.”
 
Lipschutz acknowledges there are learning curves when working with any system, but what he likes about working with Zoc Doc is they take the time to “learn” how different dental offices function.
 
“Practices operate differently,” he says. “I like to have a half hour (with the patient) for myself and then an hour with the hygienist. So it’s important that systems are somewhat tailorable to different practices.”

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