What Those Empty Spots and Same Day Cancellations in Your Schedule Really Mean

by | Front Desk Training, Patient Care Coordinators, Same-day Cancellations, Schedule Efficiency

No matter what’s happening, consider this:

Every empty spot on your schedule, whether because of same day cancellations or no-shows, represents a patient not getting the care they need and deserve.

Wow, right?

Not only that, but whenever your front office staff has to take time today to fill a same-day spot, they lose the time and energy they need to focus on tomorrow.

It becomes a never-ending cycle where they’re constantly playing catch up.

Several factors play into this, but the main one is that untrained staff tend to hand control over to the patient.


They don’t know what to say to control the conversation, so they end up putting the patient in control and accepting same day cancellations.

Now they have to work reactively, meaning they must find a way to re-establish control.

To run a successful business, you need your front desk staff to be proactive, not reactive.

When someone works proactively, they work efficiently and effectively and plan ahead. When your front office is proactive, they can avoid empty spots and prevent same day cancellations.

But when they’re working reactively, they’re stuck dealing with today’s schedule, which makes them feel disorganized and behind in their work. This leads to stress, and eventually, turnover.  

When your team is working proactively, tomorrow’s schedule will be filled before the close of business today.

So, they start the day tomorrow by being able to focus on all the other things they need to get done. When they are well-trained, they can prevent same day cancellations and your practice will avoid empty spots.

And they work to keep the schedule full by using a system of cancellation prevention that keeps patients arriving as scheduled.

With these two things in place, you have better schedule control so management can plan effectively and keep costs down.

Patients are happier because they see results.

And those empty spots become a thing of the past.

But that means your front desk staff needs effective training to become a true Patient Care Coordinator, not just a receptionist.

When they’re trained to coordinate care, patients are properly managed and more likely to remain consistent in their appointments and reach their goals.

When they see results, they’re happier. And happy patients WILL return when they need help later on, AND they’ll refer others.

Unhappy or unsuccessful patients don’t do any of that. Plus, if they owe you money, it becomes almost impossible to collect from an unhappy patient.

Your practice is there to treat patients and help them recover and live their best lives.

To do that, you need to ensure they schedule and arrive for care as prescribed.

With the right training and the right message to your patients, your front office staff can become masters at patient management, schedule control, and preventing same day cancellations.

If you’re suffering from same-day cancels and no-shows, if your schedule has holes before you start the day, or if patient scheduling is hit or miss, The Front Office GURU Training Academy® can help you fix your front desk by providing you and your team with consistent training.

With the proper training for your front desk, your patients and the practice will thrive.

If you’ve been waiting for the right time or team, stop waiting.

There’s never a perfect time to start, and The Front Office GURU makes it easy to train and retrain your team.

Let me help you provide consistent training. so they feel like they’re winning.


I’m Dee

As a practice owner, former manager, and the Front Office GURU, I understand the difficulties you face because I’ve been there. And my programs provide the solution.

Are you struggling to train your front office team? Unsure how to go about establishing a proven training program for your front desk? Not sure where to start or what your options are?

Then schedule a FREE Discovery Call to learn more about my programs.

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At Front Office GURU, we offer two main training options for you and your Patient Care Coordinators.

Your first option is my virtual academy where you and your team will work through video-based lessons and apply the implementation provided in your lesson workbooks. Your other option is my flagship program where you work one-on-one with me as I guide you through my Basic Patient Care Coordinator Program.

You can learn more about each program below:

The Front Office GURU Training Academy is an online training platform for you and your Patient Care Coordinators! It’s great for team building and establishing successful systems and training for your front desk. And the BEST part? YOU don’t have to recreate the wheel – it’s ALL done for YOU, and you can follow along the path I’ve set or go straight to that one problematic area you want to fix!!

Getting started is super easy…make your payment, open your welcome email, set up your account and off you go. I’ve even provided training instructions to help you along the way…

Your Patient Care Coordinators will feel welcome and supported as the training is ALL about them. Click HERE for more info and get started right away!

Not sure what’s best for you and your team? Or looking for more info and pricing on my guided Basic Patient Care Coordinator Program? CLICK HERE to schedule a FREE Discovery Call.