I am just calling to cancel my appointment,” says your patient.

“That’s okay. Thank you for letting us know,” says your team.

No cancellation is okay, but there are times when patients do need to cancel their appointments. There are many patients who make and confirm an appointment only to fall sick and have to cancel their appointment.

But are you in a habit, of not finding out the reason for their cancellation, accepting the cancellation and making it very easy for patients to do so?

I know it can seem a little awkward and sensitive when asking patients why they need to cancel their appointment. You still want to be understanding and empathetic if your patient calls to cancel their treatment and care.

So what is the best way to handle these cancellation calls and really help patients stay on track where possible?

A cancellation spells delayed treatment and care for your patient as well as a change in your appointment book that means less production for the day and maybe an appointment that is never filled.

My advice is to ask every patient who calls to cancel their appointment, the reason for their cancellation.

This is the BEST way to ask:

“Is everything okay?”(Wait for the patient’s response.)

“Your appointment for………….., with Dr ……… is very important.”

“Is there a reason why you need to cancel your treatment?”

Keep in mind that every appointment your patient has confirmed is the time that has been reserved for their dental treatment and care. It is not JUST an appointment time!

The goal on the cancellation call is to try to help your patient keep their appointment.

Ensure you discuss the treatment and care during your conversation with the patient and not just the appointment time.

During the cancellation call you want to stay focused on the urgency and importance of your patient’s treatment and care.

This is the part of the cancellation call that is often missed out.

Look at the dentist’s clinical notes and refer to them as you speak with your patient. It is a much easier and effective conversation with your patient when you can refer to a higher authority, the dentist.

Once you know the cancellation reason, you can try to offer a solution so your patient can keep their appointment.

If there is no solution to offer, then reschedule the appointment immediately.

“Let’s confirm another appointment for you right now.”

Avoid asking the patient if they would like to make another appointment. This question can get a NO response.

You want to make sure the Cancellation Call ALWAYS has a next step for your patient.

The BEST next step is an appointment to continue treatment and care.

Maintain good habits during the Cancellation Call and give your patients the opportunity to KEEP their appointment by finding out the reason for the cancellation and offering a solution.

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T H E  D E N T A L  P H O N E  E X C E L L E N C E  O N L I N E  M A S T E R  C L A S S  I S  H E R E !


I LISTENED TO YOU and finally my Master Class is here ONLINE just for YOU!

Your team do not need a day off work to attend this Master Class. YOUR TEAM can complete the Dental Phone Excellence Master Class right there in your practice at their own pace. The BEST part of my Master Class is that you have it FOREVER once you purchase the Master Class.

It’s time to say GOODBYE to New Patients calling your office and NO APPOINTMENT ever being made, people calling your office about the price and never making an appointment and your patients continually calling to cancel their appointment!

There are 7 Learning Modules in this Master Class

•         Module 1: How to Effectively Communicate with Your Patients

•         Module 2: The 8 Steps to the New Patient Call

•         Module 3: How to Answer the Questions Callers Ask

•         Module 4: Correct and Easy Appointment Scheduling

•         Module 5: How to Prevent and Handle Cancellations

•         Module 6: How to Follow Up Your Patients

•         Module 7: Giving the Very Best Patient Experience


There are a total of 42 Learning Videos and my Checklists, Templates, Scripts and Flowcharts to help support your team’s learning.

This program has been designed to teach dental teams how to communicate more effectively with their patients and get better results.

This Master Class is easy to understand, easy to work through and you can go through the program at your own pace.

This is the Master Class that guarantees your success when you start using the strategies and skills we go through together.

To secure you LIFETIME access to my Master Class click the link below. It is that fast and easy to get!


I look forward to seeing you all get the RESULTS you deserve and MORE!


Call Tracking Excellence

With Call Tracking Excellence your team will learn the SAME exact processes Jayne used to:  

1. Dramatically improve new patient call-in conversions to booked appointments..

2. Retain existing patient appointments and

3. Prevent ongoing losses from appointment cancellations.


Click this link to find out how to get started. It’s that easy! http://www.calltrackingexcellence.com

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