Why Practice Owners Regret Using a 3rd Party Scheduling Service

By John Nesbit, CEO The Customer Factory

Outsourcing appointment scheduling to third-party services may initially appear as a convenient and cost-effective solution. However, numerous practice owners have come to regret this decision due to the negative impact on their reputation and patient relationships.

The most significant issue with third-party schedulers is the potential for misrepresentation of your practice. As the first point of contact, these interactions are crucial in shaping a potential patient’s impression of your practice. Often 3rd party schedulers’ unfamiliarity with your practice’s culture, location, and demographic may lead to misunderstandings, awkward interactions, and an inauthentic experience for your patients.

For example, 3rd party schedulers don’t know simple details a local would know. “Are you next to the Chic-Fil-A?” is a question that would leave them stumped.

Patients may perceive these shortcomings as indicators of poor service or unprofessionalism, harming your practice’s reputation before the patient even walks through the door.

By contrast, investing in your own in-house scheduling staff allows you to maintain control over your practice’s representation and ensure a high standard of service. Properly trained in-house staff will be familiar with your practice’s culture, location, and demographic, providing an authentic and seamless experience for your patients.

Factually, your own staff will always be more successful at starting that relationship with a new patient.

Practice owners should focus on hiring and training their own in-house scheduling staff to guarantee an authentic, professional, and consistent patient experience. This strategy not only protects your practice’s reputation but also sets the stage for long-term success and growth.

Of course, there are many more things to know in order to create a consistent flow of qualified new patients for your practice.

To save time, many practitioners choose to partner with my agency, The Customer Factory.

To find out if our marketing program is a good fit for your practice visit our website and book a 15-minute Discovery call.

Find out more at:


You may also like