Aspire2d's Basics Series: How to Fill an Opening in The Schedule

In this series we'll offer up practical and effective techniques to improve and develop all the basics involved in the A-Z of a purposeful, productive dental practice focused on creating the ultimate customer service culture.

It has be in the top 3 of the worst things that can happen during your day at the front desk - a gap in the schedule that has to be filled asap.

You've just verbal-skilled your heart out to motivate the patient to keep their appointment, unsuccessfully.  As the Front Desk Coordinator, it's your responsibility to fill that opening and make sure it's done in line with your appointment book management protocols.  Tough job.  And do it on top of all the other jobs you've got on your list.

Some days it's an easy ask to fill that gap, while other times it's a real challenge. Having a range of strategies certainly helps to get the job done - and hopefully quickly.

Here we have the 5 top strategies to get that opening filled

#1 The Priority List
Priority patients such as emergencies and urgent treatment are the first to be contacted.

Patients who have listed that particular time or day as their preference are second to be called.

Patients who are available at short notice or are flexible are third.

Maintaining this indispensable list serves two major purposes: to help you fill the schedule and to provide prompt service to priority patients.  But it must be maintained regularly and by the entire front desk team.  Talk with your patients and ask them - are they flexible, can they or would they like to come in sooner, how much notice do they need, which day or time is more suitable?  Get this information and document it.

#2 Patients already in the book on the day of the opening
Look at appointments before and after the gap – is there other treatment that could be completed as well?

For example:

Patient due for preventive care - hygiene/clean/exam
Patient has other fillings/treatment to be done
Consolidate appointments – bring next appointment forward
Patient's family members who are due for treatment or preventive care

#3 Patients with future appointments
Look forward in the book by at least 3 working days and judge who you think could want to bring their appointment forward (note: try not to bring forward patients from the next day or two as you will only be facing the same situation tomorrow)
Patients scheduled around the same time, same day over the following weeks (tip: don’t call an 8am or 4pm patient to come at 10:30am – they have likely booked at that time due to work or school commitments)

#4 Incomplete and Overdue Treatment Patients
Refer to your incomplete and delayed treatment log sheet (and reactivation lists)

Look at the overdue for preventive care/hygiene/recall lists

Contact any patients who have delayed treatment and are due to be called in the next few days to schedule appointments (if appropriate, eg they won’t be on holidays or are still recovering from an illness)

#5 Advise the Dentist, Hygienist and Team about the gap
Let the clinicians know about the gap so that they can encourage the patients they are seeing today to take advantage of the opening by scheduling promptly for treatment.

Make it part of your morning huddle discussion and ask the team for help to recommend a patient  that could be contacted

Still no luck?

Last Resort - Get Your Team and Family in!

Reduced-fee treatment is better than no treatment!

Managing changes in the schedule (aka how to handle cancellations), handling patient objections to treatment, effective verbal techniques and other key skills the Front Desk Coordinator must master, play a major role in scheduling success.

Cancellations happen in the clinical room, not at the front desk.  The patient has to value the treatment and the service in order to truly commit and that is primarily the domain of the dentist. 

Until that happens, the Front Desk Coordinator is fighting an uphill battle.  At least now you've got a few strategies to add to your tool belt.