Scheduling vs. financing discussion: Which should come first in your dental practice?
As a dental office manager with more than two decades of experience, I’ve seen firsthand how the sequence of scheduling and discussing finances impacts case acceptance. One of the most debated topics in dental practice management is whether to schedule someone’s treatment first or discuss financing before locking in an appointment. From my experience, the best approach is to schedule first and then discuss payment options during the case presentation phase.
Many offices make the mistake of leading with cost, and this often results in patients hesitating, or worse, walking away without committing to the necessary treatment. But when you prioritize scheduling, you create a sense of commitment and urgency while keeping the conversation centered around the patient’s health.
Let’s break down why scheduling first is the most effective approach. How do you implement it in your practice, and how does it benefit the team and patient
Why scheduling first works best
Creates patient commitment: When a patient selects a treatment date, they mentally commit to the procedure. This commitment increases the likelihood that they will follow through rather than back out due to financial concerns or indecision.
Keeps the focus on the treatment, not the cost: Leading with finances can make patients feel like a transaction rather than a person who needs care. By scheduling first, you keep the focus on the patient’s health and the benefits of treatment.
Reduces sticker shock: If a patient hears the price before they emotionally accept the need for treatment, they may immediately reject it due to cost concerns. When they’ve already scheduled, they’re more willing to explore financial options to make it work.
Increases case acceptance rates: Patients are more likely to move forward with treatment when they have a scheduled date in place. It feels real, and they’ll be more inclined to work with financing options rather than decline outright.
How to implement this approach in your practice
Present the treatment plan first: When discussing the patient’s treatment, focus on their needs, the benefits of proceeding, and the potential consequences of delaying treatment.
Encourage the patient to schedule first: After reviewing the treatment plan, say something like, “Let’s go ahead and get you scheduled so we can take care of this as soon as possible.” Avoid discussing cost at this point.
Discuss financing and payment options after scheduling: Once the patient has a set a date, then transition to payment options. Offer multiple solutions, such as in-house financing, third-party financing, or splitting payments into manageable portions.
Request a deposit or prepayment: This reinforces commitment and reduces last-minute cancellations. Be transparent about financial expectations but in a way that feels supportive rather than transactional.
Example dialogue for scheduling first
Me: “Mrs. Jones, we went over your treatment plan, and Dr. Smith strongly recommends moving forward to prevent further issues. Let’s go ahead and reserve a time that works for you.”
Patient: “I’m just a little concerned about the cost.”
Me: “I completely understand, and we have some great financing options to make this manageable. But first let’s get your appointment set so we can take care of your health, and then we’ll go over the best way to fit this into your budget.”
Patient: “OK, let’s schedule it.”
Me: “Perfect! We’ll schedule you for next Wednesday. Now, let’s go over the payment options that will work best for you.”
By approaching the conversation this way, the patient feels prioritized, and the financial conversation becomes a problem-solving discussion rather than a barrier to care.
FAQs about scheduling first vs. discussing financing first
1. What if a patient insists on knowing the cost before scheduling?
If a patient brings up cost early, acknowledge their concern but steer the conversation back to their health. Say something like, “Great question! We’ll definitely go over all the details. But first, let’s make sure we get you scheduled so you don’t delay your care.” Be confident and lead the conversation.
2. Doesn’t scheduling first put pressure on the patient?
Not at all! It actually provides structure and a clear next step. Many patients appreciate a confident, guided approach rather than an open-ended discussion that leaves them uncertain. Repetition and consistency are key.
3. What if the patient can’t afford treatment after scheduling?
This is why it’s essential to offer flexible payment options. If a patient truly cannot proceed, you can always adjust the schedule, but more often than not, they’ll find a way to make it work. If at the end of the conversation the patient decides not to follow through with a deposit, then allow time for them to get back to you with payment. I usually say something like, “I’ll hold your reservation for the next 24 hours, then I’ll need to release it if payment is not made.”
4. Should we collect a deposit at the time of scheduling?
Yes! A deposit solidifies someone’s commitment and reduces no-shows. You can say, “To hold your appointment, we require a deposit of $100 that will go toward your total treatment cost.” Or you can split the total cost of treatment over several visits of active treatment rendered. For example, if the patient needs an extraction and bone graft, but the implant will be placed at a later visit, the conversation can be, “We’ll split the cost into thirds—one-third due as your deposit, one-third due at the time of the extraction and bone graft, and the final third due at the time of implant placement.”
5. What if a patient still declines treatment after scheduling?
If a patient cancels, follow up with a structured protocol. Reach out within a few days to check in and remind them of the importance of treatment. Sometimes patients just need reassurance. Always explain the value of completing the necessary treatment and reiterate this is a health-care decision. Dental problems do not go away and sometimes end up costing patients more in the future if left untreated.
Prioritizing scheduling before discussing financing is a simple yet powerful shift that increases case acceptance and improves patient follow-through. Patients need to feel that their health is the primary focus, and when they commit to an appointment first, they’re much more likely to explore solutions rather than walk away. By training your team on this method, you’ll create a more effective and patient-centered approach to case presentation.
Try implementing this strategy in your practice and watch your case acceptance rates improve. It’s all about guiding patients confidently through the process and making it easy for them to say yes to their care!
If you would like more real world tips on dental office management, visit kylesummerford.com and join The dental office managers community on Facebook, where more than 16,000 dental professionals come together to solve real-time problems collectively and collaboratively. For more resources to help run your practice, visit dentalofficemanagers.com.
