Concern Over Control: The Secret to Keeping Patients on Track
You’ve probably heard the phrase: “You’re only as strong as your weakest link.” In your practice, that weakest link might not be your staff, but rather a recurring problem with patients who cancel or don't show up for their visits.
This is a common issue for many medical practices, but it has a simple, powerful solution: changing your approach from being "pushy" to being genuinely concerned. This isn’t about being lenient—it’s about building a relationship that motivates patients to show up and stay on track with their care.
Let’s explore what this new approach means for you, your team, and your practice’s long-term success.
🧠 What is the Art of the Reschedule?
The "art of the reschedule" is about flipping the script on cancellations. Instead of viewing a missed appointment as a problem for your schedule, you see it as an opportunity to reinforce your commitment to the patient’s well-being. This requires a shift in mindset: the conversation is always about them, not your office.
Your practice’s potential isn’t just tied to your clinical expertise—it’s directly tied to a patient’s willingness to participate fully in their care. By leading with concern, you make it clear that their health is your top priority.
💡 Why a Caring Approach Matters
At its core, a patient’s commitment is a key factor in their success. When a patient feels cared for, they are more likely to respect your policies and stay on their treatment plan.
Without a caring approach, leaders risk:
Damaging trust with patients, leading to more cancellations and no-shows.
The team getting frustrated and sounding aggressive on the phone.
Limiting a patient’s ability to get the results they came for because they are not completing their care.
When you don’t lead with empathy, your patients can end up running the show.
📝 Signs Your Current Approach Isn't Working
Ask yourself:
Are we seeing a high number of cancellations or no-shows?
Do our phone scripts sound demanding or accusatory?
Are our staff members feeling burnt out from chasing patients?
If the answer is “yes” to any of these, your current system may be undermining your efforts, and it’s time to adopt a new strategy.
🔑 How to Master the Art of the Reschedule
The good news is that you can get patients committed to their care through three clear points of contact:
Lead with Concern → When a patient is late or a no-show, make the first thing you say something like, "Is everything okay? We were concerned about you." This immediately shifts the dynamic and shows you care.
Offer a Solution → Once you’ve established a genuine connection, offer a proactive solution to get them back on track. For instance, "I see you forgot about your appointment. I can move you to a 3:15 slot so you don't fall behind on your care."
Make It About Them → Always reinforce that this is about them and their results. Never make it about your schedule or the office's needs. The reason they need to reschedule is for their own health and well-being.
When you set these expectations from the beginning and follow through with care, your patients know what to expect, and your team is empowered to guide them to success.
🎯 Bringing It All Together
Mastering the art of the reschedule reminds us that the greatest limitation on a patient’s success isn’t a lack of your skill—it’s a lack of their own accountability. By leading with concern and offering clear solutions, you empower your patients to take ownership of their health journey.
By setting clear rules, involving your team, and holding patients accountable, you will make an incredible impact on your patients' health and on the world.
💡 Final Thought: Is Your Approach Built on Care—or Convenience?
Every practice wants to get their patients better. The question is—are you giving your patients the clear plan and empathy they need to get there?
Stop letting your patients run amok. Get them committed, and watch them achieve the results they truly need and want.
🎥 Prefer to Watch Instead?
If you’d rather see this concept broken down in action, watch the video here: CLICK HERE
WHO WE ARE
At MedPro Dojo, we help leaders and healthcare teams strengthen culture, communication, and accountability. Whether it’s through training, coaching, or leadership development, we’ll help you raise your lid and unlock your full potential.
📩 Email: [email protected] 📞 Call or Text: (833) 678-0800 📕 Book a Discovery Call Today
