Every interaction with a potential patient, whether they book an appointment or not, holds valuable insights for dental practices. When a call from a prospective new patient results in a “decline to schedule,” it can feel like a missed opportunity, but this data is crucial for understanding and improving your patient engagement strategies. In this article, we’ll explore what it means for a call to “decline to schedule,” why tracking this data matters, what specific reasons to track, and how to effectively collect this information to drive better outcomes for your practice. The insights provided come from the experience Unique Dental Scheduling (UDS) has through the answering and handling of incoming phone calls for over 500 dental practices. UDS has been assisting dental practices with dental call handling since 2015 and schedules appointments based on client specific rules.
What Does It Mean for a Call to Decline to Schedule?
A call that ends up as “decline to schedule” refers to a situation where a patient or prospective patient contacts your office but ultimately decides not to book an appointment. This doesn’t always mean a lost patient; it could be a matter of timing, preferences, or external barriers. Understanding the reasons behind these declines provides actionable insights into patient needs and office processes.
For example:
- A patient may want an appointment at a time your office doesn’t offer.
- Insurance limitations could prevent them from booking.
- Logistical issues like location or price concerns might play a role.
These reasons highlight areas where your practice can adjust or optimize to better meet patient expectations.
Why Does It Matter to Look at Decline-to-Schedule Data?
Every decline to schedule represents an opportunity to improve. When you track and analyze this data, you gain insights into:
- Patient Behavior: Patterns emerge when you consistently categorize and analyze decline reasons. This could include high demand for weekend slots or a trend of patients mentioning insurance challenges.
- Operational Gaps: Identifying why patients don’t schedule helps pinpoint weaknesses in your office’s availability, insurance policies, or communication strategies.
- Improved Patient Retention: By addressing common barriers, you’re more likely to convert hesitant callers into scheduled patients over time. Even outbound follow-ups can turn a decline into an eventual appointment if their concerns are addressed.
This data is also valuable for aligning your office’s services with patient needs, ultimately helping you improve patient satisfaction and grow your practice.
What to Track: Key Decline Reasons
To make the most of your decline-to-schedule data, it’s essential to categorize the reasons accurately. Here are some of the most common reasons and tags to track:
- Desired Time Not Available:
- Office closed – needs ASAP appointment.
- Needs morning, afternoon, or weekend availability.
- Specific day unavailable.
- First available appointment not soon enough.
- Insurance Not Accepted:
- PPO, Medicaid, HMO, or other insurance types.
- Other Reasons:
- Price shopping.
- Needs to check with spouse or family before scheduling.
- Location concerns (e.g., office too far).
Not everything will fit neatly into these buckets, but by categorizing these reasons consistently, you can identify the main patterns and take actionable steps to address the most frequent barriers.
How to Track Decline-to-Schedule Data
Tracking this data doesn’t have to be complex. There are multiple ways to gather and analyze decline reasons, depending on your resources and workflow:
1. Manually Using a Simple Form
Create a straightforward form or spreadsheet for your front desk staff to log calls where patients decline to schedule. Include fields for the date, caller’s name, caller ID, reason for decline (using the categories above), and any additional notes. A free Google Form Template can be found here to copy and make this process easy to implement and share across your team.
2. Call Tracking Software
Paid tools can automatically log and analyze call outcomes, including decline-to-schedule reasons. These platforms often provide detailed analytics and insights, helping you spot trends and optimize your processes with minimal manual effort. An example of a tool like this is PatientPrism (which I have used and liked, but have no affiliation with, financial or otherwise).
3. Ask Your Call Center Vendor
If your practice uses a call center support vendor, ensure they’re tracking and providing detailed decline-to-schedule reports. Companies like mine (Unique Dental Scheduling) should already offer this level of service. If your current provider doesn’t, it’s time to advocate for better data tracking or consider switching to a vendor that has and shares data like this.
Regardless of the method, the goal is to ensure your office has consistent, reliable data to guide decisions.
Conclusion
Decline-to-schedule calls are more than just missed appointments; they’re opportunities to learn and grow. By understanding why patients decline to schedule, tracking this data consistently, and leveraging tools or vendors to analyze the results, dental practices can make informed changes that improve scheduling rates and patient satisfaction.
Start by implementing a simple tracking system, whether it’s a manual form or automated software, and use this data to identify trends and address barriers. With a little effort, you can transform declines into insights—and insights into actionable improvements for your practice.
