Dentists are notorious for running late. If the dentist (therapist or hygienist too) isn't treatment planning and/or allocating sufficient time appropriately, you will run over time. This is a real headache for the support team, especially the front desk. In practices where this problem is not resolved, you can inadvertently train your patients to come late.
Running late costs your practice. Whether it's your team or the patient, every tick of the clock costs you dollars and stress. Patients really appreciate that you RESPECT their time.
Your team needs to have a plan.
The FDC must call the patient within 5 minutes of their appointment time. No later. If the FDC is still with a patient at the desk, the dental assistant makes the call. Communicate with each other so you all know who is taking action.
Why within 5 minutes?
The sooner you speak with the patient, the better chance you have to use most or some of that appointment time in a productive way. If the patient is running a bit late or has forgotten but can be there shortly, you can salvage the appointment.
Train your patients to come on time.
Simple communication at different points helps to make this easy and less-officious. Speak in the present tense in a positive manner. Stress the facts that their Dentist is ready and waiting.
• "Hello, this is [name] calling from Dr [name]'s practice. Dr [name] is expecting you. How far away are you?"
• "You're just around the corner? Fantastic, see you soon!"
• "You can be here in 10 minutes? Please come straight down and I'll let Dr [name] know."
• When patient arrives: "Hello, thank you for getting here so quickly. Please come straight through, Dr [name] is ready for you."
NEVER say 'That's OK' or 'We were running late anyway'. This reinforces the unwanted behaviour and undoes your sense of urgency.
Managing late patients is not about being strict—it is about protecting the appointment book, supporting the team and respecting everyone’s time.
With a clear five-minute follow-up process and consistent communication, your practice can reduce lost time, keep the day running smoothly and encourage patients to take their appointment times seriously.
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