Clinic
·
Whitby
Harbour Dental
A three-chair practice was losing a day a week to no-shows and a receptionist to the phone. Deposits, reminders and a waitlist filled the diary back up.
Result
−64%
Before
11 no-shows a week
After
4 no-shows a week
Time taken
8 weeks
The story
No-shows in the first quarter
Harbour Dental had a full diary on paper and a half-empty one in practice. Eleven patients a week failed to arrive, and the front desk spent mornings phoning people who would not pick up.
We mapped a real week of bookings and found most no-shows were new patients booked more than three weeks out. We introduced a small deposit for new patients, two text reminders and a same-day waitlist.
Within a quarter no-shows fell to four a week. The receptionist now spends that time on recalls, which brought in 38 returning patients in the same period.
In their words
We got a whole day back every week. The waitlist alone paid for the project in a month.
Practice owner, Harbour Dental
