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Published by Viva Concepts, 2021-03-09 13:16:10

Recovered Cancellation Course Mar 2021

RECOVERED
CANCELLATIONS
MASTER RETENTION
PATIENT RETENTION SERIES


The Advance Hygiene Program is an educational advancement for training of practitioners as business owners and their administrative and support staff on the
Viva System—a system that puts
in place the ideal business
model for consumer
acquisition, loyalty
and retention.
Copyright © 2018 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. Second Printing, 2018.


Recovering Cancellations
Table of Contents
Purpose & Administration of Cancellations 4
The Mission Statement: The Laws of Returning 5
Administration: The Key to Growth 5 Mission & Cancellation Statements 6 New Patient Mission Statement Dialogue 6 New Patient Experience “Welcome Letter” 6 IPhone Laminated “Patient Reminder System” 7 Cancellation Recovery Grid 7 Hygiene Production Monitor 7
Handling Hygiene Cancellation 8
Stopping the Leakage 9 Lost Patients Recovery System 9
The Cancellation Recovery System 10
Dialogue For Cancellation Recovery 11
Content of Letter from Hygienist 13
Measuring and Controlling Patient Loss 14
The Recovery Statistic 15 Tracking Your Results 16
Filing the Daily, Weekly & Monthly Reports 17
How to Reduce Cancellations 18
The “Normal” Way 18 The “Better” Way 18 Comparing the “Normal Way” and the “Better Way” 21
3


Purpose & Administration of Cancellations
The purpose of this course is to bring about the highest patient care possible in the practice. The highest possible patient care is brought about through a recall or retention program of the office.
When a patient visits his/her dentist twice a year something miraculous happens for the patient! The patient’s dental work, with routine twice a year visits, reduces and even eliminates future dentistry.
With regular visits the future holds a bright outcome for the patient. It means no more extractions, no more root canals, no future implants and elimination or good control of gum disease. Their cost of dentistry is dramatically reduced to almost zero! Imagine the children of patients routinely having twice a year visits, sealants, fluoride treatment and education on proper nutrition between meals.
Is it possible to have their children grow through their adolescent and teen years and leave at 18 years of age never seeing the end of a needle? This would be a star-high goal...a goal parents would love to achieve for their children.
As such, the most important fact or activity to be achieved with every patient in the practice is education on the purpose of the Hygiene Education Center—called a “Wellness Program.” A program that keeps the patients healthy, year after year after year.
Throughout this course, we are addressing a problem, or a situation. And that situation is changing the behavior of the patient so they have
a reason to return for their hygiene visits. They must have a reason, or purpose that is easily understood...and the primary Law of Returning for this course:
To change the behavior of the patient giving them a purpose or reason to return for their
4
hygiene visits twice a year.


The Mission Statement: The Laws of Returning
To grasp any subject requires an understanding of the most important laws concerning the subject being studied. For example, if you were an architect for building homes, buildings, bridges or skyscrapers, the first and most important LAW, in designing or architecting any structure, is the foundation of that structure!
Without a foundation, the building cannot be erected. It cannot be financed by a bank, and if the building is erected without a foundation fully permitted and passed by building inspectors, the building is condemned and cannot be sold or occupied.
The most senior Laws of Returning for routine hygiene appointments, to reduce patient loss, cancellations or no-shows are:
Law #1: Repetition of the Mission Statement
(A reason for patients to return)
Law #2: Positioning the Practice with a Wellness Program
Administration: The Key to Hygiene Growth
The growth of any department for any business requires administration! A department or section cannot expand or grow without two key factors:
1. Someone in charge of the department. Without someone in charge, and trained to administrate, it will not, not, not expand!!
2. An increase in administration: Which means, the forms, reports, statstistics, tracking grids and most importantly a system that is repeatable, day after day, week after week. The “System” being put in place and its forms, tracking grids, etc., are integrated to forward the above stated laws; Each of the items on the following pages are used to accomplish a “System in Place” to achieve the Laws of Returning.
5


Mission & Cancellation Statements
Our Vision & Purpose
Our wish for you, your children and family is to achieve the goal of never needing dental work in the future.
Our purpose comes from the derivation of the word “doctor.” It comes from the Latin word “docere,” which means
“to show, teach or teach to know.”
We help achieve this goal of “teaching” with hygiene visits twice a year... a goal that can eliminate gum disease and future dental work for a lifetime.
Wellness
This goal is our sincerest wish for you, your children & family.
Dr. Smith & Staff
A large Mission Statement is Displayed in Reception while the smaller Mission Statement & Cancellaton Above Smaller Signs are Displayed in Operatories Policy are displayed in the operatories for patients to visibly see.
6
New Patient Mission Statement Dialogue
New Patients are given the Mission Statement verbally
by the Hygienist or Hygiene Retention Coordinator. This dialogue is learned and used when giving it to new and returning patients.
New Patient Experience “Welcome Letter”
Supplies are Printed for Use and Mailed
the Same Day as New Patient is seen in the office.


Iphone laminated “Patient Reminder System”
Used when setting all Recall Appointments Dialogue used with Laminated Iphone Card
The laminated “Patient Reminder System” are used when setting recall appointments to show patients “how your office sends text messages” to assist them in achieving their Wellness Program.
Cancellation Recovery Grid
Used Daily to Recover Cancelled & No Show Appointments
Hygiene Production Monitor
Used Daily & Filled out by Hygienist for Monitoring Production & Cancellations
Dialogue (what so say) for each of the 5-Step Cancellation & No Show Recovery System
Note: All forms and items above are on the website at www.vivaconcepts.com. Each item can be downloaded as they will be needed for use on this course!
7


Handling Hygiene Cancellation
The loss of patients in the hygiene department in practices across the U.S. occurs almost exclusively from cancelled and no show appointments. In the dental industry the cancellation rate of hygiene appointments averages 15 to 17% each day. Here is a typical example:
The average hygienist sees 8 patients a day. At a 15% cancellation rate, this means there is an average of 1 to 1 1⁄2 cancellations per day.
With a 4 day work week, this means the cancellations per week are equal to: 4 working days X 1.5 cancellations per day, or 6 per week. Herein lies the largest leakage or loss of patients. Very few cancelled or no show appointments are recovered. The average recovered cancellations in the industry averages 1 recovered of the 6! This means 5 patients are lost each week.
This is an average and your office may be higher or lower.
Do the math: This means 5 patients are lost per week x 4.3 weeks per
months, which is a loss of 22 patients per month!
8


Stopping the Leakage
If the practice is receiving 25 new patients per month, a loss of 22 per month, the loss is 88%!
The most critical factor to reduce lost patients is, “how many of the cancellations are RECOVERED back into the schedule?”
Lost Patients Recovery System
The foremost factor in recovery of cancelled or no show appointments is assigning ONE person responsible to oversee and this function being performed.
It should never be 2, 3 or more people “all handling the cancelled or no show appointments.”
There are 5 actions taken on each cancelled or no show appointment as covered on the following pages. The hygienist cannot perform these administrative functions due to her time constraints. The hygienist only does Step 1 of the recovery system. The hygiene coordinator is fully responsible for seeing that all steps are performed.
9


The Cancellation Recovery System
Note: The sequence of a call or text message are interchangeable. A text message can be first, followed by a call, etc. Step 5 is always the letter.
STEP 1
Call #1: The cancellation or no show is called within the same hour of the cancellation and only by the hygienist of record.
STEP 2
Text #1 message: A text message is sent to the patient of record 24 hours after the cancelled appointment. The text message is from the hygienist of record, however, the hygiene coordinator and/or hygiene assistant writes the text message for the hygienist as this administrative function is easily missed due to the schedule of the hygienist.
STEP 3
Call #2: A 2nd call is made 24 hours after Text #1, if no reply to Call #1 or Text #1. The 2nd call always refers to Call #1 and is made by the Hygiene Coordinator (or designated person that is named as the person responsible for handling all cancelled or no show hygiene visits.
STEP 4
Text #2 message: A 2nd text message is sent 24 hours after Call #2 by the Hygiene Coordinator (or staff member designated as the person responsible for cancellations or no shows). This 2nd text message refers to Text #1 message.
STEP 5
Letter sent to patient: A letter is sent to the patient who cancelled their appointment or had a no show. The letter is prepared by the Hygiene Coordinator so the hygienist of record can sign the letter. The letter
is placed in plain white envelope with the return address and patient address HAND WRITTEN. The hand-written envelope gives a near 100% open rate to the letter, as it looks like a personal letter.
10


Dialogue For Cancellation Recovery
Call #1:
Hi Robert, this is Alice your hygienist at Premier Dental Care.
Somehow you missed your appointment, please contact me. I always make sure we send a text message ahead of time as a reminder...but you may have just missed it. Okay my friend, remember, I’m in charge of our Wellness program, and my job is to keep you well. Please give me a call and we’ll set up an appointment time that is convenient for your schedule...and as long as you call to reschedule, I will waive the $50 cancellation fee . Okay, see you soon,
Your Caring hygienist!
Text #1:
Hi Robert, I left a message yesterday and you may not have recognized our office number. Somehow you missed your appointment so please contact me. Remember! I’m in charge of the wellness program and my job is to keep you well for a lifetime and help eliminate future dental work! Please contact me to reschedule your appointment! My kindest regards, Your Caring Hygienist!
Call #2:
Hi Robert, this is (your name) the Hygiene Coordinator. Your hygienist (name) called a few days ago and sent you a text message. Our days are busy and there is always lots of phone calls and text messages
so you may have missed them from (name of hygienist). I assist the hygiene department on our hygiene wellness program. Can you please give me a call and we will schedule an appointment that is good for you. Looking forward to hearing from you.
Kind Regards, (name), Hygiene Coordinator.
STEP 1
STEP 2
STEP 3
11


STEP 4 Text #2:
Hi Robert, this is (your name, the hygiene coordinator) at Dr. (name of practice) Office. Can you please reply so we can reschedule your hygiene appointment?
Your hygienist and myself have left several messages to help reschedule your appointment. Again, we know you are busy and we also know you receive lots of phone calls that are “unknown callers,” so our text or phone messages may go unnoticed. Please contact me and I will assist in rescheduling your appointment. We are dedicated to our wellness program to keep you well for a lifetime!
Kind Regards, (name), Hygiene Coordinator. Letter from Hygienist:
Hand-written: Causes a 100% open-rate when received by the patient!
STEP 5
Jas Haly 2344 Syar, St Bos, Ida, 83703
Rob Sm
226 W. Sco t. Bos, Ida, 83701
Content of letter is on the following page. Ten days after mailing the
letter, if there is no response, there are no other actions taken on the
“cancelled patient.” The patient is transferred onto a reactivation list. 12


Content of Letter from Hygienist
The letter below is an example of what should be written in the letter for Step 5 of the Cancellation procedure system. You can modify
the content to fit your office, however, always include the subject of “Wellness” and reducing and even eliminating your future dental needs.
Keep a high care factor in your letter.
Dear Robert,
Wellness for Life
I sincerely missed you for your last hygiene appointment! You very likely got busy and it somehow missed your attention.
As you know I am in charge of the Wellness program here at (name of office) and my entire purpose is to assist you with regular visits that will quite honestly reduce or eliminate future gum problems and your dental needs.
I look forward to seeing you! Please give me a call and we will set up a convenient time for you.
Wishing your Wellness for Life, Your Caring Hygienist,
Jasmine Hallaway
www.smilecenteridaho.com • 888 - 334 - 4423 • 2344 Sycamore, St, Boise, Idaho, 83703
(Day, month, year)
13


14
Measuring and Controlling Patient Loss
A “metric” is a measurement of an activity. Metrics inform one of information that aids in bringing about higher production and gives one an understanding of why certain things happen!
For example, there is a metric, or average percent of patient cancellations that occur in the hygiene department across the entire industry. The cancellation rate, as earlier mentioned, is 15% to 17% per day. Your office may be a bit higher or lower than this “average” as the 15% to 17% is an average!
The factor being addressed in this course is on the subject of cancellations and no shows, which have been the “invisible influence” in the dental industry for decades. It is called “invisible” because the lost patient, and how they are lost, cannot be readily seen!
Once exposed, it is extremely easy to see the problem of how patients are lost from the practice.
The most vital “METRIC” in the industry of dentistry is the “lost patients” out the back door.
Inactive Patient Metric: The average dental practice metric (measurement) of lost (inactive) patients is over 90%, meaning 9 out of every 10 patients go inactive.


The Recovery Statistic
The recovery of cancelled appointments or no shows is the most vital activity of both the Hygienist and Retention Coordinator. The administration is performed with use of a Cancellation Recover Grid, shown below.
It requires mutual understanding and coorperation as a team to fill out the tracking grid each day.
Responsibilities:
a) The hygienist reports all cancellations daily to the hygiene coordinator.
b) The hygiene coordinator is responsible to see that the administrative form below is filled out daily. It is the primary action to create high patient care and future hygiene growth.
The % of Recovered Cancellations is the statistics that measures the effectiveness of the entire program.
CANCELLATION AND NO-SHOW RECOVER GRID
Week: from 2/1 to 2/6
% Recovered: 62%
Name
01 John Doe
02 Jane Smith
03 Kathy Sallas
04 Bob Dean
05 Allan Porter
06 Patty River
07 Heidi Hanks
08 Jake Jackson
09 10 11 12 13 14
CALL #1 Date
TEXT #1 Date
CALL #2 Date
TEXT #2 LETTER Date Date
12/2/19
12/2/19
12/2/19
12/3/19
12/3/19
12/4/19
12/4/19
12/5/19
12/3/19
12/3/19
12/3/19
12/4/19
12/4/19
12/5/19
12/5/19
12/6/19
12/4/19
12/4/19
12/5/19
12/5/19
12/6/19
12/7/19
12/5/19
12/6/19
12/6/19
12/7/19
12/8/19
12/6/19
12/7/19
12/7/19
12/8/19
RECOVERED Date
12/3/19
12/4/19
12/7/19
12/5/19
12/8/19
Place on REACTIVATION List
12/18/19
12/19/19
12/20/19
Total of Cancellations:
8
Recovered: 5
Lost to Reactivation: 3
Note: The above tracking grid is best kept as an excel document, which
can be download at www.vivaconcepts.com. The acceptable range for recovered cancellations is 40%. Above this % you’re becoming expert! 15


Tracking Your Results
The recovery of lost patients from cancellations and no shows is measured by using the “Cancellation and No Show Recovery Grid.”
As seen in the recovery grid on the prior page, in one week (Feb. 1st to Feb. 6th) there were 8 Total Cancellations. Using the 5-Step procedure, there were 5 recovered patients.
The calculation to find the % Recovered Cancellations is extremely simple:
It is the # of Recovered Cancellations per week divided by # of Total Cancellations. The calculation is shown below. Use the calculator on your phone and plug in the numbers as shown below. You calculator will show 0.625, which is 62.5%.
The above statistic is the number that tells the Hygiene Department, the Office Manager and the doctor, if the practice is “closing the back door” (losing less patients) and increasing the ACTIVE PATIENT COUNT!
This importance of recovering cancelled patients means:
• Hygiene Department growth with more hygiene days
• An increase in case acceptance from returning patients not complete on treatment
• An increase in patient referrals due to the increase in the number of patients in and out of the practice.
• Most importantly, most vitally, is the achievement of a Wellness Program with healthy patients
# of Recovered Cancellations: 5 = 62.5% Recovered # of Total Cancellations: 8
16


Filing the Daily, Weekly & Monthly Reports
Administration & Tracking Cancellation Reports
The weekly report forms for the month are filed in the folder for that month. Most months will have 4 reports filed in its monthly folder. But some months will have 5 depending on how the weeks fall on the calendar year.
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
The Hygiene Coordinator must have a file cabinet and folders, a desk and phone established in order to perform and administrate the cancellation forms and reports.
17
CANCELLATION AND NO-SHOW RECOVER GRID
Name 01 John Doe
CADLaLte#1 TEDXaTte#1 CADLaLte#2 TEDXaTte#2
LEDTaTtEeR
RECOVERED Date
REACPTlIaVcAeTIoOnN List
02 Jane Smith
03 Kathy Sallas
04 Bob Dean
05 Allan Porter
06 Patty River
07 Heidi Hanks
08 Jake Jackson
09
12/3/19 12/4/19
10 11 12 13 14
12/2/19 12/3/19 12/4/19 12/5/19 12/2/19 12/3/19
12/2/19 12/3/19 12/4/19
12/3/19 12/4/19 12/5/19 12/6/19 12/3/19 12/4/19 12/5/19 12/6/19 12/4/19 12/5/19
12/6/19
12/18/19
12/4/19 12/5/19 12/6/19 12/7/19 12/5/19 12/6/19 12/7/19 12/8/19
12/8/19
12/20/19
Total of Cancellations: 8 Recovered: 5
Lost to Reactivation: 3
12/7/19 12/7/19
12/19/19
12/7/19 12/5/19
12/8/19
CANCELLATION AND NO-SHOW RECOVER GRID
Name 01 John Doe
CADLaLte#1 TEDXaTte#1 CADLaLte#2 TEDXaTte#2
LEDTaTtEeR
RECOVERED Date
REACPTlIaVcAeTIoOnN List
02 Jane Smith
03 Kathy Sallas
04 Bob Dean
05 Allan Porter
06 Patty River
07 Heidi Hanks
08 Jake Jackson
09
12/3/19 12/4/19
10 11 12 13 14
12/2/19 12/3/19 12/4/19 12/5/19 12/2/19 12/3/19
12/2/19 12/3/19 12/4/19
12/3/19 12/4/19 12/5/19 12/6/19 12/3/19 12/4/19 12/5/19 12/6/19 12/4/19 12/5/19
12/6/19
12/18/19
12/4/19 12/5/19 12/6/19 12/7/19 12/5/19 12/6/19 12/7/19 12/8/19
12/8/19
12/20/19
Total of Cancellations: 8 Recovered:
5
Lost to Reactivation: 3
12/7/19 12/7/19
12/19/19
12/7/19 12/5/19
12/8/19
CANCELLATION AND NO-SHOW RECOVER GRID
Name 01 John Doe
CADLaLte#1 TEDXaTte#1 CADLaLte#2 TEDXaTte#2
LEDTaTtEeR
RECOVERED Date
REACPTlIaVcAeTIoOnN List
02 Jane Smith
03 Kathy Sallas
04 Bob Dean
05 Allan Porter
06 Patty River
07 Heidi Hanks
08 Jake Jackson
09
12/3/19 12/4/19
10 11 12 13 14
12/2/19 12/3/19 12/4/19 12/5/19 12/2/19 12/3/19
12/2/19 12/3/19 12/4/19
12/3/19 12/4/19 12/5/19 12/6/19 12/3/19 12/4/19 12/5/19 12/6/19 12/4/19 12/5/19
12/6/19
12/18/19
12/4/19 12/5/19 12/6/19 12/7/19 12/5/19 12/6/19 12/7/19 12/8/19
12/8/19
12/20/19
Total of Cancellations: 8 Recovered:
5
Lost to Reactivation: 3
12/7/19 12/7/19
12/19/19
12/7/19 12/5/19
12/8/19
CANCELLATION AND NO-SHOW RECOVER GRID
Name 01 John Doe
CADLaLte#1 TEDXaTte#1 CADLaLte#2 TEDXaTte#2
LEDTaTtEeR
RECOVERED Date
REACPTlIaVcAeTIoOnN List
02 Jane Smith
03 Kathy Sallas
04 Bob Dean
05 Allan Porter
06 Patty River
07 Heidi Hanks
08 Jake Jackson
09
12/3/19 12/4/19
10 11 12 13 14
12/2/19 12/3/19 12/4/19 12/5/19 12/2/19 12/3/19
12/2/19 12/3/19 12/4/19
12/3/19 12/4/19 12/5/19 12/6/19 12/3/19 12/4/19 12/5/19 12/6/19 12/4/19 12/5/19
12/6/19
12/18/19
12/4/19 12/5/19 12/6/19 12/7/19 12/5/19 12/6/19 12/7/19 12/8/19
12/8/19
12/20/19
Total of Cancellations: 8 Recovered:
5
Lost to Reactivation: 3
12/7/19 12/7/19
12/19/19
12/7/19 12/5/19
12/8/19


18
How to Reduce Cancellations
It is critically important to know HOW patients are lost out of the Hygiene Department. So, how are they lost?
Patients are lost out of the Hygiene Department from the daily cancellation of hygiene appointments!
When giving a hygiene appointment 6-months in advance, it is a forgone conclusion that most patients will completely forget about their appointment.
The “Normal” Way
The “normal” way an appointment is made is simply, “Mrs. Jones, we’ve set your appointment for next Sept, on the 16th at 2:30 in the afternoon. We really look forward to seeing you then.”
Or something similar. The dialogue is nice and short. And such a dialogue is guaranteed to result in future hygiene cancellation every day of the week! Something is missing!
The “Better” Way
The better way puts a system or procedure that is used with every patient. The “system” uses a picture with a dialogue and most importantly, the dialogue gives the patient a reason to return!
The “Better Way” uses a laminated picture of an Iphone with an “appointment reminder” shown as a text message. A dialogue is used when the patient is shown the laminated card.
Here is what the laminated card looks like, as seen on the opposite page:


A Helpful Reminder Your Next Wellness Visit
3:00
c c
iMessage
Wed, October 12th 3:00 PM
Hello Alice,
Just a reminder, Your hygiene appt is Thursday, October 17th, at 12:45 PM
Please reply “c” to
o o
n n
f f
i i
r r
m m
iMessage
: :
) )
1
A Helpful Reminder Your Next Wellness Visit
3:00
Hello Alice,
Just a a follow up for your hygiene appt. See you tommorrow October 17th at 12:45 PM!
Hygienist
iMessage
Y
iMessage
Wed, October 16th 3:00 PM
our Caring Y
2
The procedure for giving the patient an appointment is done as follows:
1. Hand the appointment card to the patient once a date and time is establish...and when handing it to the patient... slightly hold onto it hard enough to “catch their attention”...they will smile or look at you when this is done.
U
”C
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A Helpful Reminder Your Next Wellness Visit
3:00
Wed, OctioMbesrs1a6gteh 3:00 PM
Hello Alice,
Just a a follow up for your hygiene appt. See you tommorrow October 17th at 12:45 PM!
Your Caring Hygienist
iMessage
2


20
—End of dialogue—
2. Next, use the following dialogue, or something similar. The below is a sample of a script:
“I can tell you in advance from experience that six months is almost an eternity and most everyone forgets!
“Here’s what I do to help!
“Five days in advance, you’re going to get a text message that looks like this. (Show the laminated card on side 1)
“Here is what the text message will say,
“I’ll see you on the appointment date. Looking forward to seeing you for your hygiene visit.
“Please reply with a ‘C’ to confirm your appointment.” Then, flip the card to the other side, and say,
“By the way, the text I send five days in advance is very easy to forget it.
“So a day before you will receive a second text message that looks like this. (show the laminated image of the iphone)
“It’s going to say,
“I’ll see you tomorrow... and it will have your appointment time in the
message.
“The reason that I do this is actually quite important.
“I’m in charge of the Wellness program...and my job is to keep you healthy... so we can eliminate costly dental work for a lifetime!
“If you could help me just by texting me to let me know you’re coming it would be very appreciated.”


The above dialogue is available on the Viva website for drilling and practice.
The dialogue is not meant to be memorized. It is a guideline for use. Make your own. When it belongs to YOU, it’s always better.
However, keep the important and vital aspects of the dialogue:
a) Always mention the mission statement of “keeping your healthy..the Wellness Program, reducing your dentistry for a lifetime, and
b) Use of an image or picture to increase agreement of the appointment and talking about cancellations.
Compare the “Normal Way” and the “Better Way”
The “Normal Way” an appointment is set is quite different than what is described above. Very limited dialogue. No image or picture.
Compare the “Normal Way” of setting the appointment with the “Better Way” using the Cancellation Dialogue with a laminated card.
The Differences
If we compare the two ways as described above, then you can easily see the differences between them!
When using the dialogue of the laminated card with the Iphone image, you are creating the following differences:
a) You are placing an IMAGE in the mind of the patient.
b) You are explaining why they need to come back...you are giving them a reason, which is to keep them healthy in your Wellness Program.
21


c) You now have an image and a dialogue to talk about when you leave a voice if the patient cancelled.
d) The most important difference is that you have established a much higher agreement due to the time and dialogue regarding their future appointment!
The entire purpose of using the dialogue is to established a higher degree of AGREEMENT with the patient. It is powerful.
From long-established testing of setting hygiene appointments, cancellations were dramatically reduced to less than 6%. Remember, the national average is at nearly 18% every day of the week.
The reseach brought about a simply law to reduce cancellations. Anyone can use as it makes sense!
The LAW for Reducing Hygiene Cancellations was given birth from the years of research:
If you talk about CANCELLATIONS, you will reduce CANCELLATIONS.
And the opposite of this law is als true:
If you do not talk about cancellations, your CANCELLATIONS remain unchanged.
22


Good Luck!
23


ADVANCED©
Copyright © 2018 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America. Second Printing, 2018.
www.vivaconcepts.com • 818.243.1363 • 4210 Charter St., Vernon, CA 90058


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