How a RTR can help motivate your patients and save cancellations

Imagine how one or two simple sentences could help slash your cancellation rates and improve your treatment acceptance! This is what a RTR or Reason To Return can do for your practice.

When I'm consulting with dental practices and especially with the front desk, the rates of rescheduling, cancellations and fail to attends are very telling. It demonstrates how effective the practice is at screening new patients, the communication skills of the dentists as well as their treatment presentation skills, the overall experience for the patient and the systems in place at front desk to manage schedule changes.

What I have encountered is that practices that communicate effectively about treatment with their patients and front desk, have fewer changes in their schedules - that is, patients are keeping their appointments.

At the centre of treatment acceptance is a mutual agreement of the problem and how best to go forward. Not the dentist telling the patient what is wrong and what needs to be done, but uncovering concerns and discovering solutions together.

Before the patient leaves the surgery, they have to say "yes" to the treatment, only then can they go to the desk to schedule.

The dentist must be able to succinctly sum up the facts - the problem, the solution, the benefits of completing treatment now and consequences of delaying treatment, in plain language to the patient. This is a critical step to ensure the patient understands and we gain acceptance.

This summation is the RTR. 

This RTR is noted in the patient's file by the dentist.

This RTR is exactly what the front desk will reference if the patient calls to change their appointment.

Take note, the RTR is not the NV (next visit) details. They are completely different and serve different purposes.

RTR: is in plain language, the specific and individualised reason treatment is necessary and what can happen if treatment is delayed. It is used to inform and motivate patients.

NV: is the directions for scheduling and the clinical information. It is for the use of the team, especially front desk.

The best way to train dentists what to write is to ask them to imagine this scenario:

The patient calls to cancel their filling appointment in 2 days time because they are busy. How does the front desk encourage the patient to keep the appointment because it is clinically necessary? The RTR written in the notes are the exact words the front desk coordinator will say to the patient over the phone.

Which of these verbals do you think will work better?

"Robert, you need to keep this appointment because you have DO caries on the 16"

or

"Robert, you might recall that this tooth on the upper right side you said was sensitive has deep decay and if left untreated, Dr Aspire is concerned you could end up with an infected nerve. Completing that treatment now could prevent a costly root canal or extraction. Is there any way you can keep this appointment?" 

I recommend having a code for NV and one for RTR.

NV: 16 do 50 mins Q$270

RTR: Sensitive upper right first molar with deep decay requires filling, to avoid nerve infection,  prevent RCT or extraction.

The RTR helps other team members to support the need for treatment. The note is clear and readily available. Your hygienist/therapist can reiterate the message in the very same words the dentist and front desk have used. The same wording, the same message.

Trial the RTR in your practice for a few months and track your results!

For more front desk tips, join my Facebook group ⭐Front Desk Superstar! by Aspire2d

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