Wouldn’t it be nice to have 100% of patients show up for their appointments? No-shows decrease revenues, waste staff time, produce scheduling issues, and can negatively affect patient care due to all of the above.
No-shows basically suck.
In this post, we will take a closer look at patient no-shows and investigate some why’s, how’s and how to solve…
First of all and as you know, the reasons for a patient’s no-show may be broad. They may say they had to attend an urgent meeting, they were too busy, or just forgot to revisit, or even an unfortunate accident can also result in no-shows. Or worse…they may not respond at all!
So what can be done to minimize the impact of ‘’No Shows’’ on your practice.?
The answer lies in what I call the KLTV Formula…
The KLTV Formula
THE biggest obstacle to getting new patients to show up is poor KLTV.
We must develop rapport and generate ‘points’ to get these people (who may not have even heard about you before) to Know, Like and Trust you enough to…
- Take time out of their busy days and lives
- Rearrange their schedule
- Plan to take time off / reorganize their week
- Travel to your office
- Meet people they do not know
- Put themselves in a vulnerable position to be examined
- Consider spending money or paying out of pocket
Sometimes we take things like this for granted.
We have to appreciate and understand that the people who give us their contact details are interested in having a problem solved.
They are just not 100% sure when, where, or by which practice they will have this problem solved with…
So you’ve got to SELL them on YOU first.
*This may seem exaggerated …but think about it…these people have thoughts racing through their minds.
They know they need help and they responded to an advertisement…now the opportunity to get them to feel 100% comfortable with making the significant effort to come into your office (and not a competitor’s).
V is for VALUE
A value should be attached to each patient visit and patients should be made to understand the value of their visit. This should be done from the initial phone call to make an appointment and then from subsequent visits. They may disregard their next visit if they don’t feel 100% certain that they need to attend.
Remember that appointment one time that you didn’t make?
You had something else to do, right?
Then think about the conference that you attended and arrived early because you didn’t want to miss a second of the valuable content! If patients really believe that they get the value for their money, they would not miss their next visit.
Communicate your value.
Explain to patients how important it is to call when they are not coming.
They should understand that their scheduled date and time is specific to them alone, and that if they don’t show up that their doctor misses out on a valuable opportunity to care for another patient.
The goal is to sell the consult and demonstrate the VALUE of coming in.
ONLY when they come in and see the doctor, can they start to receive real help.
Are you selling the consult?
I challenge you to listen to your calls…
It’s not easy.
But this is what the best of the best do.
And they grow.
We are here to support YOU.
From time to time, we will do call reviews for the practices we work with.
We coach and consult with them to optimize this part of the new patient journey into your practice
Advanced Strategies to Maximize Show Rates
⚠️ WARNING: This is an advanced strategy and should NOT be executed unless your front desk / patient coordinator is well trained and 100% confident in doing this.
First…schedule NEW patients same day or 1-4 days out. After 5 days, the no-show rate increases dramatically.
Sometimes practices who generate Free Consultations can see that the new patient leads may either not scheduling or not showing up for their consult.
THIS STRATEGY that we’re about to share with you is NOT EASY for everyone to do, but it is when you can implement it successfully, you will get more show ups GUARANTEED.
❌ Many practices are just calling the leads and simply asking them for a date and time to schedule. The problem with this is that once the lead is scheduled, they have no skin in the game. What makes this worse is that they can EASILY CANCEL….
They don’t even have to CALL the practice to cancel! They can literally just NOT show up! Too easy!
✅ So here’s what you want to do instead>>>
When you text first and then call to schedule the new patient lead, take a $25 security deposit to hold their spot for the Free Consultation.
That way, the leads that they are scheduling have WAY more skin in the game. This also helps to weed out the people who aren’t all that interested. And once they come in, the $25 will be FULLY refunded immediately.
Another mechanism that works extremely well is deploying a ‘secret’ bonus for the patient to show up. So when they schedule online, on the thank you page you present a secret bonus that they receive when they show up.
Want to know some specific examples of these secrets and more?
Contact us today for your Free Practice Growth Consultation! We’ll diagnose where you are and where you want to go in growing your practice.
We are your partners in growth. Reach out today!