FAQ: Understanding and Implementing Prepayment for Appointments
We’ve noticed different trends with leads from social media. Some potential patients are eager and ready to come in, while others may be more hesitant or slow to schedule and keep their appointments.
To ensure commitment and minimize no-shows, we require prepayment. This:
Increases the likelihood of the patient showing up.
Sets the tone for a solid financial relationship.
Creates efficiency and consistency in scheduling.
By implementing prepayment, we have seen show-up rates skyrocket—often close to 100%. Reducing no-shows helps maintain a high-energy and productive office environment.
Transitioning to a prepayment model requires a shift in mindset. Consistency and confidence in implementing this policy are key.
Prepayment is a normal policy – This is simply how we schedule appointments.
Stay firm and confident – Avoid hesitancy when requesting payment.
Enforce financial boundaries – Prepayment helps establish a respectful patient-provider relationship.
Avoid exceptions – If a patient schedules without prepaying, they may be more likely to cancel or no-show.
By consistently applying this policy in a kind and professional manner, we will see higher show-up rates and attract more committed patients.
After confirming appointment time:
"Great! Because of this special offer, we do take a prepayment of $XX for that appointment. Would you prefer to pay with a credit or debit card?"
If they cannot pay immediately:
"That’s absolutely fine! I’ll send you a payment link, and once we receive the payment, we’ll confirm your appointment."
"Wonderful, thank you Sharon! Because this is such a special offer, we do take a prepayment of $XX for that appointment. I can send you a payment link, or you can call the office to pay. Which works best for you?"
Note: Phone calls tend to result in more immediate payments, while text leads may prefer a payment link. Both options work well.
"No problem, I’ll send you the link so you can pay when it’s convenient."
If payment isn’t received by the end of the day or next day, follow up with a friendly reminder.
Offer to call back at a specific time to assist with payment.
"I completely understand! I can send you a secure online payment link instead. Would that work?"
If they are still unsure:
"Because of this special offer, we do require prepayment to reserve your spot. When you come in, you’ll be all set!"
"No problem! You can stop by the office today to pay in person. We’d love to meet you and can even give you the paperwork in advance."
"I understand, but because of this discounted offer, we require prepayment to hold your appointment. This way, everything is taken care of when you arrive!"
If they still refuse:
"You are welcome to call us on the morning of your preferred day to check for same-day availability, as we do not require prepayment for same-day slots."
"No problem! You can call us on Friday to make your payment, and we’ll schedule your appointment then. If that time gets taken, we’ll find another great slot for you."
"Great question! Since this is a limited-time promotion, we require prepayment to reserve your appointment time just for you."
"I understand. We’d still love to help! You’re welcome to call or text us for a same-day appointment, which does not require prepayment. However, for advance bookings, prepayment is required."
Most objections are just concerns that need clarification.
Prepayment policies should be communicated with confidence and positivity.
Avoid making exceptions that undermine your system.
Your team should brainstorm and practice responses to common objections.
A patient declining to prepay is not a lost opportunity; it's better than dealing with a no-show.
If you’re ever unsure how to handle a specific situation, reach out to the team or ask in our Facebook group!
Gentle Reminder: It’s okay to have boundaries that support your business. Prepayment protects your time, energy, and the integrity of your schedule so you can serve more committed patients!
