FRONT OFFICE SYSTEMS: Cancellations and Late Patients

Minimise disruption to your ideal day by preventing cancellations and keeping your patients and team happy too. Support your team to manage cancellations effectively through the use of protocols, and transform your regularly late patients into punctual patients.


Despite planning our day as best as we can, we know that disruptions can happen.

Cancellations are not only annoying for the team, but they can also cause financial stress to the business. So, how then can we prevent these unexpected disruptions from happening?

One way is to ensure that cancellations do not happen in the first place by having systems to prevent it from happening.

In this session, we look at how to prevent cancellations and “fail-to-attends” by pre-empting in the treatment room and front office, through using powerful communication tools. We also identify protocols for dealing with cancellations when they do occur and how to best manage those late patients.

This session aims to empower the team to minimise disruptions to the ideal day whilst maintaining relationships with patients.

  • Learn how to prevent cancellations from happening both in the treatment rooms and at the front office through using effective communication skills and having team protocol and a cancellation policy in place.

  • Get the entire team aligned and clear that prevention of cancellations is a team effort and it requires systems in place that everyone needs to adhere to.

  • Track each cancellation to get on top of the number of cancellations in the practice and where they normally come from.

  • Learn how to encourage responsibility with your patients so that the occurrences of cancellations are minimised.

By reducing the number of cancellations and effectively managing the appointment book, you can still turn a less-than-ideal day into one that will still run smoothly.

Audience: Dentist, Hygienist / Therapist, Practice Owner, Practice Manager, Dental Assistant / Nurse, Front Office Coordinator.


Learning Objectives:

  1. Minimise disruption to your ideal day by preventing cancellations and keeping your patients happy too.

  2. Support your team to manage cancellations effectively with protocol and policy.

  3. Transform your regularly late patients into ideal patients who turn up on time.


Live Online Training (LOT)

This Live Online Training course is run using an online training software called Zoom. You will be able to see and hear the presenters as well as view their presentation on the screen.

While you won’t need to use your webcam or your microphone, you will be engaged on various topics using the chat tool, question polls and other live online activities!


About Prime ACADEMY

All LOT is supported by the Prime ACADEMY, where you can review upcoming event sessions, pre and post readings, and complete quizzes, surveys and your certificate. 

Come back as often as you wish to review learning, keep your profile updated, reflect on the latest Prime news and connect in the discussion channels.


CPD Accreditation

Australian clinicians are required to make their own assessment as to the number of hours of Non-Scientific Continuing Education each course provides. This course is eligible for NZDA CPD points.

Prime Practice guarantees courses are compliant with the current Dental Board of Australia Guidelines on Continuing Professional Development.

* Number of accredited CPD hours depends on the length of the session.

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