When it comes to new patients, practices can be puzzled as to why some will come once or twice and seem very interested in pursuing treatment, but don’t keep their follow-up appointments. They become the “one-visit wonders.”

There are several reasons why new patients either don’t show or fail subsequent appointments. The practice hours are not convenient. There’s no place to park. Treatment hurts. They don’t understand the fees. The office doesn’t accept their insurance. The staff keep bringing up office policies. The phone is rarely answered by a person. The practice charges for a missed appointment. They can’t get their questions answered clearly.The employees are rude, unfriendly, stressed, or rushed. The doctor and staff don’t listen to them.

At the root of all of the reasons listed above is the fact that the patients do not feel valued by the practice. They are merely records in the file and it shows. Demonstrating that you value your patients takes place in every interaction and begins the moment your phone rings.

Develop a script so that anyone who takes a prospective new patient phone call conveys consistent, positive messages and gathers necessary information. Above all else, new patients should immediately feel welcome. Staff should express a sense of confidence and encouragement.