Facebook, Video and Written Testimonials
Below you will find a collection of video and written testimonials from current and previous clients.
Auto-Pilot: Do not put confirmation on auto-pilot. Services such as Lighthouse are useful when used smartly but, when you put confirmation on auto-pilot, front desk can sometimes abandon responsibility for the schedule because, “Lighthouse is handling it”.
Customize: Find out from patients if they prefer to be contacted by text, phone call or email. Ideally what time of the day they prefer to be called is noted in the patient’s chart. These days, except for older patients, most prefer texts.
Education: For all the wonderful technology at our disposal a vital step in keeping no shows and cancels low is educating patients while they are in the practice on the likely negative effects, if they do not move forward, on their oral and overall health
Accountability: Assign confirmation to one employee for accountability. That employee should have excellent communication skills. The employee must have their ear "tuned" to lack of commitment phrases.
The schedule for confirmation is 4-4-2 as follows:
- Four weeks out: A courtesy reminder, typically by postcard or text or email.
- Two weeks out: A text, email or phone call that ideally results in a confirmation.
- Two days out: Confirmation call, even if confirmed earlier.
Note: It’s OK to outsource postcards or texts to a company such as Lighthouse. The confirmation call should be done in-house.
“Hi, this is Suzy from Smith Family Dental. This is a message for Jane. I’m calling to confirm your appointment this Friday, June 1st at 10am. If you have any questions or concerns, please call our office at 555-1212. Again, Calling to confirm your appointment this Friday, June 1st at 10am.“
The “Friday, June 1st at 10am” should be repeated twice. The use of the word “your” is also important.
Since the confirmation call is 48 hours out, if you receive no confirmation, then knowledge of patients comes into play. For reliable patients, that’s all you need to do.
For many, another call 24 hours out is appropriate. If still no confirmation, again, for many, another call the morning of the appointment is appropriate.
Ideally, your FD is familiar enough with patients so that they know which ones they’ll need to do additional calls to. At 48 hours, during the Morning Huddle, the whole team brainstorms as to what to do. Error on the side of too many calls but, more than three calls (48 hours, 24 hours, day of appointment). Ideally, the scheduling behavior of a patient of record is noted in their chart so, there should not need to be too much guess work involved. For unconfirmed new patients, staff may have knowledge about the new patient if the new patient is a referral.
TYPES OF PATIENTS
If you do not get a "hard" confirm on certain types of patients or situations two days out, you can consider double booking. An analysis of your cancels and no shows over the past 90 days can reveal which types of patients or situations need a hard confirm no matter what. Recent examples from a client:
- Missed two or more appointments within the last two years.
- Patients in their twenties.
- 5:00pm appointments and after.
OPERATIVE, NPs, NO SHOWS, CHRONIC BROKEN APPOINTMENTS & HABITUAL LATENESS
Operative: Start confirming at 48 hours out unless booked well in advance in which case it's 4-4-2.
NPs: A call from the dentist welcoming the new patient to the practice can cut down on NP cancels/no shows.
No shows: If the patient no shows, call or text them right away. If you do not reach the patient let them know you will try back in about a week. Repeat a week later if needed. After that, patients of record, will be part of your reactivation protocol as they have unscheduled treatment. Ideally the reactivation protocol is done every 3-4 months.
Chronic broken appointment: Patients with three broken appointments or are not sorry after the second one should be dismissed or only allow them on your short call list. If on your short call list, you will likely deal with the same issues again.
Habitual lateness: Any patient that has been habitually late should be scheduled 15 minutes early.
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Dr. Jeremy Johnson, DDS, Monroe, WA
I'm extremely happy with my decision to utilize Cambridge Dental Consultants. My dental practice consulting has been awesome! I love that I can call or email him whenever and always get a quick response. He even calls and checks in if he hasn't heard from me for a bit. My production increased immediately after the first in-office visit and has continued to climb. The initial investment was recouped in increased production about seven weeks after our first meeting.
My average per day production for the first four months I worked with Cambridge Dental Consultants has been 20-25% higher than the prior two years. In fact, all the four months have had higher average per day production than ANY month in the two years prior to working with Mike.
Last month I produced more than I ever have in one month since starting my practice in 2003. On top of that is the fact that my staff is driving all of this growth! They tell me which op to go to and when, then they get all excited when we exceed our goals! These four months have been the best months of my career!
That's a lot of exclamation points! This is all to suggest that you give Cambridge Dental Consultants a call.
Dr. Shane Blake, DMD, Coudersport, PA
I have owned my dental practice since January 2005. The practice is a rural solo provider practice. The practice has always been successful but something was always lacking. I did not manage the practice by the numbers and its shortfalls were overcome by sheer determination and hard work for both myself and the staff.
My motivating factors to sign up with Cambridge Dental Consultants in January 2017 were that I had reached a point in my career where time with my family was worth more to me than the professional fulfillment that dentistry can provide. The practice was so micromanaged that it required most of my time and I didn’t understand how to motivate both myself and my staff beyond the sheer nose to the grindstone path to success that had guided us the prior 12 years.
Cambridge Dental Consultants was instrumental in educating each staff member in what expectations are and how performance for each position is measured. Staff members became more aware of their part in the overall success of the practice and doing their part. Ultimately this led to a less stressful and more productive average day which decreased management stress and headaches and allowed life to be enjoyed just a bit more with a little more time.
We have had many changes in the practice after our initial integration over the last 1 ½ years. Cambridge Dental Consultants has been helpful in navigating those planned and unplanned changes. My only regret is I had not used Cambridge''s systems sooner.
Dr. Kristin Rushing, DDS, Nashville, TN
I used Cambridge Dental Consultants as well, it gave me a good foundation for employees to know what was expected of them as well as very detailed job descriptions that could be used to train new employees if I needed to replace a staff member. My dental practice consulting made me more knowledgeable about what my numbers and percentages should be but also things to look for when they are off.
Everyone is accountable for their numbers and communicate better as a team. We all want to be more productive and time was spent looking into my specific concerns as well as reviewing all facets of the business. Everything was reviewed including input from staff on ways to improve the office. I feel the morale in my office has changed, and we are overall headed in a much better direction. As a side note, I've used a different consultant previously and their motto was simply to increase production. Patients felt pressured, and we still had communication issues among the staff.
Dr. Andrea Mulholland, DDS, Columbus, OH
I have been the owner of a general dental practice for ten years now. I work four days a week and have an associate who is with me for three days.
The practice has always done well but I knew there were many aspects of it that needed improvement but I didn't know how to proceed. I researched several practice management companies but decided to go with a Cambridge Dental Consultants because of their good reputation and because I didn't feel pressured.
Cambridge Dental Consultants worked with me for the past year and a half, and he has helped my practice tremendously. He really knows the ins and outs of a practice but I appreciated that he didn't use a cookie-cutter approach. He really treated my practice like the individual practice that it is and I didn't feel pressured to follow any suggestions that I wasn't comfortable with.
I know there are a lot of dental practice consultants out there. I just really feel like Cambridge Dental Consultants is one of the best and was the best for me and my practice.
Dr. Ron McHargue, DDS, Moses Lake, WA
I was fresh out of school when I bought my practice in 2012. It came riddled with staff issues and I had no knowledge of business. I thought I could handle it and went for a year and a half before really coming to the realization that I was in over my head. I was stressed completely and needed help with staff issues and business advice.
I contacted Cambridge Dental Consultants because of what I read on Dentaltown and because of their fair price and money back guarantee. Our Cambridge Dental Consultant was very helpful in getting me over a couple of big hurdles dealing with staff. I now have a direction and a good plan for tracking numbers and keeping a pulse on my practice. I was hesitant to even hire a consultant, but I am very glad I did and wouldn't hesitate to get Cambridge back and work with them again
Dr. Ed Warr, DMD, Ashland, OR
My experience with Cambridge Dental Consultants has been great. In June 2014 I was very concerned as my year was down by about 6% from the previous year. I had used dental practice consultants before and hadn't liked any of them. But, I knew I needed help with what I did not know - I went to school to earn a DMD, not an MBA.
After researching several and having several phone conversations regarding their methods, I committed with Dental Consultants.
Their money back guarantee was a nice touch to lower the risk factor for me. So, I finished 2014 up 8% over 2013. In six months, Dental Consultants helped me introduce practices that helped me have a 14% turn around in six months. I whole heatedly recommend Cambridge and their services.
Dr. Jeffrey D. Weaver, DDS, Port Royal, SC
We have been using Cambridge Dental Consultants since Dec 2013. We are really just getting started, but so far everything has been great. They really have given us the tools to quickly get our team focused, and have created systems and measurable statistics for each area. YTD for 2014 compared to 2013, our production is up 12% (over $20,000).
Our office felt "stuck", like we simply did not know what we should be doing to get better. We knew the potential was there, but did not know the next steps to take. What we liked from the start is that Cambridge dental consultant has been in every type of office and seen every type of problem/issue there is. Their ideas are proven and, so far, we have been very happy with the results. Our team is really pleased with the direction we are going.
We built our office in 2007 and, had we known, would have started with a dental practice management consultant much sooner. Good luck with your decision. I think you will be very pleased with Cambridge Dental Consulting.