Have you ever had a patient say yes in the back, then somehow vanish at the front desk and never schedule?
Clinically everything went great. They understood the need and were on board. Then they hear the cost, say they will call you back, and you know they are gone.
Here is what experience has shown me over and over. This is rarely a patient issue. It almost always comes down to how well the front desk is trained and how much ownership they take.
Start with a few simple moves:
1. Teach simple clinical language
Show your front desk how to explain treatment in simple, everyday words.
Think short, clear phrases they can repeat all day.
2. Build a basic follow up system
Track every unscheduled case on a simple list: name, treatment, date, follow up plan.
Call at 2 days, 2 weeks, and 1 month with a quick, friendly check in.
3. Assign clear ownership
Choose who owns case acceptance from the front.
They watch the schedule, know their numbers, and take it personally when holes show up.
