ANSWER:

You are already ahead of the game because you are being proactive and not waiting for things to fall apart.  

How we handle the phone is crucial.  Are we allowing everyone to cancel? Or is the team  making every effort to get them in so we can take care of them.  What questions should you be asking? Oftentimes patients cancel because we ALLOW them to.  We don’t try to figure out what the issue is.  We let them off the hook too easily and we forget – this is about them and their health!  

Also, looking towards the fall, new patients are going to be just as important as ever, and how we handle those phone calls is what is going to help fill the schedule.    Anyone who is answering the phone needs to know how to answer patient questions accurately and appropriately.  You only get one chance to make a first impression and that happens on the phone.  Is each and every call answered with a smile?  Does each caller end the call with the offer of an appointment in the next 48 hours?  The answer should be YES to both and if that is not happening in your office, you need to get your team trained NOW.