Just received a survey for an appt I had today- which I did NOT have today. I rescheduled it- to the tune of $100. So receiving this request for feedback is timely. I understand Dentistry as a whole does not like last minute cancelations. I have a very inflexible job, and do my 1000% best to give the timeliest of notice to all my health care professionals if I need to make an appt change. This appt change in question, I gave roughly 31 hours notice. Scheduler appeared frustrated & huffy over the phone, in fairness, a reaction to my frustration, but at the same time, could have been handled differently. I also suggested a few pointers for your reminder process. She didn't receive those well so I will share here:
1) prompt a week in advance, like you do.
2) prompt 72 hours or so in advance so professionals like myself can look at schedule as best a possible and reschedule WITHOUT penalty if needed
3) prompt 6 hours in advance as a same day reminder. anything else seems like entrapment to me. If an eyebrow wax establishment can text / prompt this much- i would think a dentist could.
4) $100 cancel fee is rough, at the very least as a nod to repeat clients, you could absorb 50% of that or apply some to the rescheduled appt.
5) My technicians in the past have kept me coming here, clearly not the overall practice. It appears I need a bit more understanding / flexible dental practice.
Thanks for allowing feedback.