One Dentist Eliminated No-Shows with SMS Appointment Reminders

No-shows are a serious issue in dental offices. Some surveys estimate they account for as much as 10% of appointments, resulting in thousands of pounds lost each year. Many practices send reminders via post or email, but simple appointment reminders aren’t always that effective. Not only is there a loss of revenue, but other negative side effects as well.
According to dentist Andrea Kowalczyk in an article on rdhmag.com (part of the Dentistry Network), “When hygienists and team members have too much downtime, it breeds a host of negative feelings and frustrations that permeate the practice, particularly if salaries are paid based on production numbers.”
There is something that can be done about no-shows, and it’s a simple use of technology everyone has: SMS messaging.
No-show rate "eliminated"
Today’s lifestyles are on-the-go and mobile connected. Sending a paper reminder in the mail, or even an email, just won’t get the attention you need it to. SMS messaging though, is a perfect way to get appointment reminders in front of your patients, and offer them the chance to cancel or confirm with a simple reply.
Kevin Morgester, DDS, reported that after they began using automated reminders, their no show rate “has been eliminated”. They sent messages via email or SMS (patient preference I assume) but the article reads as though text was their main method.
To get such a reduction, they send out three reminders per appointment. The first goes out a month before, the second one week before, and the final one the day before. This combination gives enough opportunity for patients to make changes or cancel, and their practice has been buzzing ever since. They now service 70% of their practice “online” and they even send post-operative care information via text and email. It works so well because as Morgester notes, “Like us, patients also work during the day and may not be able to take phone calls, but they can text or email.”
"Lost patient syndrome"
Sometimes when a patient cancels or doesn’t show up for an appointment, they can get lost. Not lost in real life, but lost in the mass of paperwork or computer records at your practice. Unless you have a method for identifying those people who haven’t been in for a year, or two, or ten they may be lost forever.
In an article on DentalEconomics.com, Linda Miles comments on the impact these lost patients have, which is similar to that of many no-shows. “Dentists see major declines in their hygiene departments, which result in major declines in the operative and restorative side of the practice. Within 90 days of this decline, panic sets in,” she says. “The doctor and staff begin to sound and act desperate, which leads the patients to suspect that something is wrong.”
If your patients begin to feel nervous about you and your practice they may not come in for their next visit, or may find another place to go. In her article, Miles details the extensive amount of work required to call each and every patient and try to get them to come back in for their regular check-ups. She estimates it can take 20-40 hours a month per dentist for this activity alone.
By using SMS messaging, you can stay in contact with your patients in a way that takes much less time, but also can prevent them from getting lost. Here’s how it works:
- You send an appointment reminder via SMS
- They cancel via SMS reply
- A month goes by (or some predetermined time period)
- You send a short SMS reminding them they need to reschedule
- They call and reschedule
This is a simple example, and it may need to be repeated at intervals until the patient reschedules (not too often or they’ll just get annoyed).
By integrating SMS appointment reminders into your practice, you can reduce no-shows and lost patients. Both can save you time, money, and keep moral high in your practice.
Related Articles
SMS Marketing for Independent Driving Instructors & Driving Schools
Why People and Companies Prefer SMS Messaging for Customer Support
People like SMS messaging. They really do. In a variety of surveys and studies, consumers continue to say they like it when companies use SMS to communicate with them. Let's look at some of the data that proves it to be true, and also how to make sure your company is using it correctly for customer support communications.
5 SMS Marketing Tips for Removals Companies
Proof SMS Messaging Gets Results: Customer Service
All sorts of companies are finding SMS messaging works much better than traditional customer support channels like phone calls and emails. In this post, you’ll see examples of how businesses are keeping their customers happy and seeing great results with SMS.
What Political Parties Can Teach Us About Great SMS Campaigns
SMS marketing has come to be a crucial element of most businesses’ marketing strategies, and there is plenty of received wisdom within the marketing world as to how to get the most out of your SMS messages. So it might seem like there is not a lot that the world of politics can teach the world of business about SMS. But then again, there probably is.
SMS Marketing for Dental Practices
3 Reasons Your Customers Want You to Use SMS Messaging
In my last blog I looked at five reasons you want to use SMS messaging in your business. In this blog we're looking at the same topic, just from the consumer's point of view. For example, how do you really know your customers want you to send them messages via SMS? Isn't email or a phone call good enough? Is it worth your time to learn how to use SMS messaging in your business?
Boost Webinar Attendance with SMS Messaging
Webinars have become a standard form of lead generation marketing. The numbers vary by study, but generally agree that over 60% of marketers use webinars. One thing that's true for all of them is: not everyone that registers will attend. On average about 40-50% of registrants will actually show up. How can SMS help?
3 Golden Rules for Sending Your SMS Messages at the Perfect Time of Day
Have you struggled to find the right time to send your SMS messages? Have you gotten complaints because customers found your messages too annoying? You might be sending them out at the wrong time of day. Follow these three simple rules and discover the perfect time for your messages.
How SMS Marketing Can Drive Profits in Used Car Dealerships
When it comes to buying a car there is one thing that the potential buyer places more importance on than anything else. Of course, the price, condition and specifications of the car are major deciding factors, but above this, it is ultimately trust that will make or break the sale. For the commercial dealer, word of mouth plays a key role in this, along with online ratings and reviews. Read this article to learn how SMS Messaging can also help to promote trust and transparency, helping dealerships to drive sales up and increase profits.