Rescheduling Patients When Someone Is Sick

Life happens. Our team will sometimes be sick with short notice, family members get sick and life happens. When this happens it’s usually with 24-48 hours notice or less.

Things to remember when rescheduling:

• If there is anyone who is receiving free friends and family care, regardless of who they are scheduled with. We should reschedule them first, to make room for someone else. This is part of the cost of receiving free dental care.

• We should try to move as many of the patients to other columns when possible, to protect the schedule. Even if it’s with a different provider most people are understanding of the need to adjust due to someone being out.

• When calling the patients to reschedule, the key should be to try and get them to reschedule. Remember we are trying to protect the schedule, and getting the patient to reschedule is key to this and ultimately saves time!

An example of the call to the patients who need to be reschedule might go something like this:

Receptionist: Hi, [Patient’s Name]. I’m calling to let you know that unfortunately, our hygienist is sick and won’t be able to see you for your appointment scheduled today. We apologize for the inconvenience this may cause. However, we do have availability with a different provider at 2pm instead of your current 1pm.