Stop Cancellations!

Steven Anderson, Stop Cancellations!
Speaker: Steven Anderson
CE Credits: 1.5
Format: MP4 Video
It is the perfectly scheduled day and then it all falls apart! Learn the secrets to helping more of your patients keep their commitments. How to reduce cancellations, no shows, and disruptive emerge...more
  • Running Time: 1 hour
  • Released: 7/12/2017
  • Expiration Date: 6/30/2022
  • Review Date: 6/30/2019
CE Details
Credit Details
This electronically delivered self-instructional program is designated for 1.5 hours of CE credit by Farran Media.

The fee to view this course is $36. This cost includes the fee to take the exam and claim your CE credits.


It is the perfectly scheduled day and then it all falls apart! Learn the secrets to helping more of your patients keep their commitments including:
  • Scheduling mistakes that invite patients to cancel.
  • What the doctor may be saying that is creating a cancellation problem.
  • Why hygiene patients cancel more often and what you can do to STOP it.
  • Why “confirmation” calls cause more people to cancel.
  • The two secret words that will get more people to keep their appointments.
  • E-mail, text, phone, or post card appointment reminders. Which is more effective?
  • How to STOP same day restorative cancellations that can potentially destroy your schedule.
  • Should you charge a cancellation fee?
  • Each team member’s role in helping patients keep their commitments.

Description of Speaker:
Steve Anderson is the founder and president of the Total Patient Service Institute ( that specializes in implementing the highest level of patient service, communication and management skills in dental practices.

Over the last twenty-five years he has spoken at every major dental meeting in North America, Australia and the United Kingdom, conducted hundreds of seminars, worked with thousands of dental practices to increase their productivity through patient communication, written over 100 articles for dental industry publications, authored 9 books, and produced dozens of audio and video learning programs.

In 1995, he co-founded the Crown Council®, ( an international association of leading dentists and dental teams. Through the Crown Council, he co-founded the Smiles for Life® Foundation, ( which has raised over $38 million dollars in the last dozen years for children’s charities worldwide. He has been named the “Dental Businessman of the Year” by Excellence in Dentistry.

Educational Objectives:
Upon completion of this course, participants should be able to achieve the following:
  • Identify scheduling mistakes that invite patients to cancel.
  • Recognize what the doctor may be saying that is creating a cancellation problem
  • Learn the secrets to helping more patients keep their commitments
  • Use verbal skills that will help hygiene patients accept treatment
  • Understand why “confirmation” calls cause more people to cancel

Steve Anderson is the founder and president of the Total Patient Service Institute and has a financial interest in the topic that he is lecturing on.

CE Policies
American Dental Association (ADA), Continuing Education Recognition Program (CERP) provider
Farran Media is an ADA CERP Recognized Provider. ADA CERP is a service of the American Dental Association to assist dental professionals in identifying quality providers of continuing dental education. ADA CERP does not approve or endorse individual courses or instructors, nor does it imply acceptance of credit hours by boards of dentistry. Concerns or complaints about a CE provider may be directed to the provider or to ADA CERP at
This activity meets the educational criteria required for verifiable Continuing Professional Development under the General Dental Council Lifelong Learning scheme and represents 1.5 hours of verifiable CPD.

Legal Disclaimer:
The CE provider (Farran Media) uses reasonable care in selecting and providing content that is accurate. The CE provider, however, does not independently verify the content or materials. The CE provider does not represent that the instructional materials are error-free or that the content or materials are comprehensive. Any opinions expressed in the materials are those of the author of the materials and not the CE provider. Completing one or more continuing education courses does not provide sufficient information to qualify the participant as an expert in the field related to the course topic or in any specific technique or procedure. The instructional materials are intended to supplement, but are not a substitute for, the knowledge, expertise, skill and judgment of a trained health care professional.

Continuing education credits issued for completion of online CE courses may not apply toward license renewal in all licensing jurisdictions. It is the responsibility of each registrant to verify the CE requirements of his/her licensing or regulatory agency.

State CE Requirements:
Click Here for CE requirements by state. Please note that this information is current as of the time of listing. This information is subject to change at any time from the state boards. For the most up-to-date information, please contact your state board directly.

Refund Policy
There are no refunds for Online CE courses. Please contact technical support if you run into technical difficulty.

For any questions, please contact Howard Goldstein, DMD, Director of Continuing Education at
To reap the full benefits of this CE course, the presenters (Howie Horrocks and Mark Dilatush) have agreed to create a marketing plan specifically tailored to your practice and your specific market area. Having your marketing plan printed and open while you view the course material, will greatly individualize your learning experience.

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