Larkhaven Dental. Dental office, Meridian
Empty chairs from no-shows and same-day cancels.
Larkhaven is a two-chair practice in Meridian. The front desk calls every patient the day before, and most calls go to voicemail. This week 3 patients did not come and 2 cancelled the same morning.
Sample business, made-up data
Before
The week, by hand. Every visit on the schedule, and what happened.
Mon
- 8:00 am60 minMaren L.Texts OKCame in
- 9:00 am30 minTheo R.Texts OKCame in
- 10:30 am60 minGwen A.Texts OKNo-show. The chair sat empty.
- 1:00 pm60 minDale P.Email onlyCame in
Tue
- 8:00 am60 minRosa M.Texts OKCame in
- 9:30 am30 minIan C.Texts OKCame in
- 11:00 am60 minLena H.Texts OKCame in
- 2:00 pm60 minOwen B.Email onlyCame in
Wed
- 7:30 am60 minCallie J.Texts OKCame in
- 10:00 am60 minMarco D.Texts OKNo-show. The chair sat empty.
- 1:00 pm60 minRuth K.Texts OKCalled that morning to cancel. The chair sat empty.
- 3:00 pm30 minFelix N.Texts OKCame in
Thu
- 8:00 am60 minSana Q.Texts OKCame in
- 9:00 am60 minPaul W.Texts OKNo-show. The chair sat empty.
- 11:30 am30 minEllie F.Email onlyCame in
- 2:30 pm60 minHugo S.Texts OKCame in
Fri
- 8:00 am60 minNina V.Texts OKCalled that morning to cancel. The chair sat empty.
- 9:30 am60 minAbe T.Texts OKCame in
- 11:00 am30 minJune O.Texts OKCame in
- 1:30 pm60 minVic G.Email onlyCame in
Run it
The same week, played through Booking follow-through. Patients answer a reminder with C or R, and open chairs go to the waitlist once the front desk approves.
- Reminders
- 0
- Confirmed
- 0
- Filled from waitlist
- 0
- No-shows
- 0
Press Run it to play the week through the build, one step at a time.
After
Same patients, same week. The difference is that they hear from you two days out and can answer.
| Measure | By hand | With the build |
|---|---|---|
| Reminder calls by the front desk | 20 | 0 |
| Confirmed before the visit | 0 | 15 of 20 |
| No-shows | 3 | 1 |
| Empty chairs | 5 | 1 |
| Chairs filled from the waitlist | 0 | 2 |
| Front desk decisions | Every call | 5: 2 reschedules, 3 offers |
| Calling time removed | None | 1h |
What the front desk handles this week
- Marco D.No-show Wed 10:00 am, after two reminders. The front desk calls.
- Ruth K.Asked to reschedule Wed 1:00 pm. The front desk calls back.
- Tessa Y.From the waitlist into Wed 1:00 pm
- Nina V.Asked to reschedule Fri 8:00 am. The front desk calls back.
- Mia R.From the waitlist into Fri 8:00 am
How the numbers are counted
- First reminder 48 hours before the visit, a second at 24 hours if nobody answers. Nothing goes out from 8 pm to 8 am, so a 7:30 am visit gets its reminder at 8:00.
- Texts go only to patients who agreed to texts. Everyone else gets email.
- In this sample, patients who forgot come after a reminder they can answer, and patients with a conflict say so at the reminder instead of the morning of. One patient still does not come.
- By hand, the front desk called every patient the day before, about 3 minutes a call counting voicemails. The front desk approves each waitlist offer, 15 minutes after it is drafted in this sample.
What waits for a person
The wording of every message. You approve it before it goes live. Until then, people are tracked and nothing is sent.
Try the full version
Booking follow-through. The working app has every screen, on its own made-up data.
Next step
Start with the process that costs you the most.
Bring rough numbers. Isaiah takes every call himself.