The clock on the wall says 2:10. The patient was scheduled for a 2 p.m. appointment. It’s “dead time” in the dental office. Mid-afternoon for many practices sees production slow to a trickle. These tend to be some of the most difficult times to fill and the most likely to generate no-shows and cancellations.

Take steps to keep the schedule full and patients in the chair. Educate patients about the impact on the practice of last minute cancellations and no-shows. Many are completely oblivious to the fact that the appointment time has been set aside specifically for them, or that the doctor and/or the hygienist have prepared specifically for this patient’s procedure, and that someone else also in need of dental care could have taken advantage of that appointment, if they had been given the opportunity.

In addition, politely remind patients of the practice’s cancellation policy on a regular basis. It should be printed on appointment cards, mentioned in conversations, as well as included in text messages and emails. And patients who are 10 minutes late for their scheduled appointment should be called promptly to confirm that they are on their way.

You might say for example: “Hello Mr. Frank. This is Abigail from Dr. Adams’ office. We were expecting you for your appointment at 2:00, and I was concerned because you had not arrived yet.” Listen carefully to the patient’s response. He may be on the way and stuck in traffic. He might have had a legitimate emergency arise. Life does happen, and it’s important for staff to be sensitive to that when contacting patients. However, it’s also critical to document all no-shows and last minute cancellations into the patient’s record to track if situations such as this are occasional or common.

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Hiring quality employees is not unlike providing quality dentistry. It requires planning, use of the right tools, and a methodical process. Establishing well polished hiring procedures from day one will save new dentists a career of regrettable hiring decisions.

It all begins with a little thought. Take 15 minutes and consider what you want this person to do. Once you’ve done that, update or write a job description for the job tailored to attract the employee you need. Include the job title, job summary, and specific duties. This is a simple yet critical tool in the hiring process. It clarifies what skills the applicant must possess and explains what duties they would perform.

When advertising, include salary range, location, hours, and importance of the position in your wording. Promote the advantages of your practice, “new technology, flexible hours, friendly and progressive environment.” Advertise in a variety of media, including employment websites, etc.  And encourage applicants to email resumes to expedite the process.

When reviewing resumes, look for those that explain skills and detail work experience chronology. Don’t assume that experience translates into good employees. Keep an eye out for resume red flags, e.g. only listing years rather than specific employment dates such as 2009-2011.

When you’ve narrowed your list to the top five, pre-screen potential candidates by phone. You want to use the conversation to address your most pressing concerns immediately, such as gaps in work history, salary expectations, etc.

During the face-to-face interview, ask the applicant to specifically explain past responsibilities. Be sure to ask open-ended questions such as, “How would you describe your previous employer?” Test for the best. Take advantage of Internet testing tools that are now available to dentists. Such testing has been used in the business sector for years to help companies identify the better candidates for specific positions. And finally, check references.

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