π ββοΈ "We Donβt Do No Here" β How to Redirect Without Rejecting Scheduling Requests
Are you struggling to get patients to schedule in your blocks?
Here’s what could be happening…
You’re not getting a handoff - all siginficant cases should be handed off by the doctor specifying the time and length of appointment. Minor treatment and perio should be handed off by hygienist or assistant, specifying time to schedule according to the blocks IN FRONT OF THE PATIENT.
You’re not aligned as a team - Patients hear different responses to their appointment requests - they will keep asking until they find the pushover on the team!
You’re making ‘exceptions’ to accommodate patients - If you ignore the blocks, change them on a whim, or make exceptions everytime someone asks, you don’t have a scheduling system - you have chaos dressed up like a calendar. Stop assuming patients will be upset - they will come when you have availability.
Team Members or Doctor undermining scheduling decisions - Another indication there is no team alignment - we all know that feeling of playing one parent against another…the choice to override a parenting decision is not only an ineffective strategy, but one that creates toxicity.
You’re asking for patient input - What’s a good time for you? When are you available? Is morning or afternoon best? NO! You’re shooting yourself in the foot by asking for input when you’re objective is to direct them to your blocks.
You don’t think the blocks are a good idea - You never believed in the system to begin with, and you put yourself in the patients shoes assuming they feel the same way. As with any system the practice is trying to incorporate, this is a sure-fire way to fail. If everyone on the team doesn’t buy-in, it simply won’t work.
So how can we respond to scheduling objections effectively?
- Listen to the Patient, acknowledging their schedule challenges
- Avoid negative language (we can’t , don’t, won’t, unfortunately, our policy is…)
- Focus on what you CAN do by offering an alternative solution.
NOW LET'S PRACTICE! Check out the following scenarios scenarios - feel free to incorporate your own words, as long as you accomplish the above 3 points. Familiarize yourself with the concept, then practice your responses with your team.
"I'm a teacher. Can I come in at 4pm?"
“Thank you so much for your commitment to kids! You have one of the most important jobs in the world. It sounds like you want to minimize your time away from work. I get it! We have special times arranged just for our new patients, so that we can give you 100% undivided attention and make the best use of your time. We have 11:30 AM reserved - how about Wednesday or Monday? We typically have kiddos after school, and I'm sure it would be nice for you to have a calm, quiet environment when you come in since you teach all day!”
"I'd like to make my appointment for Friday since I'm off on those days"
“Dr. Brady said you were really busy with work and wanted to be sure we took that in to account. He will be able to take care of what you are wanting to accomplish in two, well-planned visits instead of spreading it out, causing you to miss a lot of work. He is able to do this type of dentistry Tuesday-Thursday. We promise to be mindful of your time. Which will work best?”
Walk - in - Can I wait until the doctor is available?"
“We love that you want to see Dr. Brady—he’d want to give you his full attention too. He’s actually with patients who’ve been carefully scheduled for today so that he can stay completely focused and on time for them. I’d hate for you to wait around and still not get the care you deserve. Let’s reserve a time that’s set aside just for you, so we can be fully prepared and make the most of your visit. I have some great options available—let’s take a look together.”
Can I just come in over lunch? That’s my only break."
“You’re definitely not alone—we all want to maximize their lunch hour! We’ve actually set aside specific visit times that let us give you our full attention without rushing, and still keep you on track with your day. Alot of our patients adjust their lunch hour to minimize their time away from work - would Monday or Wednesday at 2 pm be best?”
My temporary came off and I’m leaving town this afternoon. I need to come in right now to get it fixed.
“I completely understand the urgency, and we want to help. Rather than trying to squeeze you in, do you mind if I check with Dr. to determine the best time for us to take care of you? Thank you for your patience while we check.”
This response reinforces respect for the schedule without dismissing the patient’s concern - this is a bit different than the other scenarios, as the patient is in the middle of treatment. While we don’t want to compromise the schedule, it may require that we stay a few minutes through lunch or at the end of the day to take care of the patient. This should be a rare exception. If you find that you’re having to recement temps or run into similar issues frequently, it’s likely a procedural/material issue that should be addressed.
I need to be seen TODAY. I don’t care what your schedule says—this is ridiculous! (unreasonable, demanding patient)
“I can hear how frustrated you are, and I truly want to help. At the same time, we can’t compromise care for patients already scheduled—just like we wouldn’t want to do that during your visit. Let me check with the doctor and see what’s possible, and I’ll get right back to you.”
By deferring to the doctor, you aren’t put in a position to give in to the unreasonable demands of the patient. When calling the patient back -
“Thank you for your patience - I was able to have a conversation with Dr. and she wants to be able to gibe you the attention you deserve. She said the best time would be tomorrow or Thursday at 2 pm. Which would be best?”
Have you heard a scheduling objection NOT covered here? I’d love for you to shoot it over and we’ll come up with a helpful response!