AADGP e-Lunch & Learn

Appointment Cancel Culture

Practical techniques & strategies to reduce cancel/no shows

Wednesday, May 19, 2021: 12 pm – 1:00 pm (Central)

CE Program #3 (1.00 Credits)

Appointment Cancel Culture Sponsored by Dental Intelligence

Appointment Cancel Culture Course Description

Short notice cancelations and no shows are a major detrimental factor in running a profitable Practice. AADGP Board Member Peter Swenson, COO of Park Dental moderates engaging discussion between a diverse group of knowledgeable industry experts as they explore the Appointment Cancel Culture and what Practices can do to minimize them.

Course Objectives

  • Learn about practical techniques that successful Practices use to fill out their hygiene schedules
  • Best practices to notifying your Patients about their upcoming appointments while avoiding excessive reminders
  • Actions your team can take to prevent your schedules from becoming rife with cancellations

Participants Will Learn

At the end of this course the participants will learn:

  • The most effective ways to fill out Hygiene schedules that will minimize cancellations
  • Techniques and strategies that other Practices use to notify their Patients of upcoming appointments without becoming a nuisance
  • How to use the latest technologies to identify Patients who are most likely to cancel or fail to show up
  • How to do all of the above while maintaining the highest Patient satisfaction


Heidi Arndt

Heidi Arndt, Strive Dental Management

CEO, Strive Dental Management

Heidi Arndt is the Chief Executive Officer at Strive Dental Management.

Heidi graduated from the University of Minnesota with a Bachelor of Science in Dental Hygiene.

She worked as a clinical dental hygienist at various dental groups, including Mayo Clinic in Rochester, Minnesota. During her clinical tenure with American Dental Partners; Heidi was promoted to the National Director of Dental Hygiene. In this role, she supported the dental hygienists within their affiliated dental groups; managing over $140 million in hygiene revenue annually and led all dental hygiene development activities for more than 250 practices and 1000 dental hygienists across the United States.

In 2011, Heidi started Enhanced Hygiene where she partnered with dental groups to train and develop their hygiene teams. In 2017, she launched a sister company – Enhanced Practice where they focused on supporting the development and growth of dental groups.

Heidi sold Enhanced Hygiene in 2019 and positioned herself to lead and operate Strive Dental Management in Austin, Texas where they have 5 affiliated dental practices and $20 million in annual revenue.

Heidi has spent over 20 years working in a dental group setting and is passionate about developing and growing strong dental organizations, as she believes the best patient care is delivered in a collaborative team approach.

Nadine Bondhus

Nadine Bondhus, Park Dental

Director of Patient Experience, Park Dental

Dedicated to creating a world class culture of excellence in patient experience, Nadine Bondhus brings over 31 years of knowledge and enthusiasm in the dental field in her role as Director of Patient Experience at Park Dental and The Dental Specialists. Nadine began her career with Park Dental as a Certified and Registered Dental Assistant and through the years served in many key roles including mentoring, recruiting, training, continuing education coordinator and facilitator of many clinical and operational workgroups. She has served on the advisory boards for Hennepin Technical College’s Dental Assisting Program and Argosy University’s Dental Hygiene program. Nadine has presented on numerous occasions to dental assistant and dental hygiene students throughout the states of Minnesota, Wisconsin and North Dakota.

In her current role, Nadine is responsible for the planning and execution of the patient satisfaction initiatives as well as overseeing all hygiene improvement initiatives for Park Dental and The Dental Specialists. She is continually evaluating and implementing new service excellence programs that align with the group’s vision for growth and for meeting patient experience goals… We will provide the best patient experience- every time.

Jaideep Srivastava

Jaideep Srivastava, Truro Analytics

Co-Founder, CTO, Truro Analytics

Jaideep Srivastava is the Co-Founder and Chief Technology Officer of Truro Analytics. He is responsible for Truro’s novel LoMA technology that can predict whether a dental patient will keep their future appointment, with a very high degree of accuracy. This prediction can be used in a number of ways including decisions of which slots to double book, which patients to give a reminder call, who to use for fitting into a freed-up slot at the last minute, and how to do capacity planning as well as resources scheduling. In essence, it is an accurate look into future demand, based on cutting edge techniques from human behavior modeling and machine learning.

Srivastava is a Professor at the University of Minnesota, where he directs a laboratory conducting research in machine learning, focused in the areas of Social & Behavioral Analytics and Health Informatics. He is a Fellow of the Institute of Electrical and Electronics Engineers (IEEE), has been an IEEE Distinguished Visitor and has been awarded the Distinguished Research Contributions Award of the PAKDD, for his lifetime contributions to the field of machine learning and data mining. His industry experience includes working as data mining architect at Amazon, director of analytics at Yodlee, and CTO at Persistent Systems. He has advised a number of large companies as well as startups, and previously founded a company in online game analytics. He has held advisory positions with the State of Minnesota, and is advisor to the UID project of the Government of India, whose goal is to provide biometrics-based identification to the 1.30+ billion citizens of India. He received his PhD from UC Berkeley


Peter Swenson

Peter Swenson, Park Dental

CAO, Park Dental