When is D9987 used?
Dental practices frequently deal with appointment cancellations, but each missed visit requires different handling approaches. The D9987 dental code helps dental offices monitor and potentially charge for cancelled appointments. Using this code correctly can enhance appointment scheduling, improve patient relations, and support effective revenue cycle management (RCM).
When is D9987 used?
D9987 is specifically for cancelled appointments. Based on current CDT standards, this code applies when patients cancel without adequate notice, usually under 24 hours prior to their appointment, and the office policy permits cancellation charges. This code doesn't apply to patient no-shows (which use D9986), or practice-initiated cancellations. Make sure your cancellation policy is clearly explained to patients and properly documented.
D9987 Charting and Clinical Use
Proper documentation is essential for D9987 usage. Recommended practices include:
Recording cancellation date and time details.
Documenting patient's cancellation reason when available.
Including reference to your written cancellation policy in patient records.
Recording all communication efforts (phone calls, messages, emails) about the appointment and its cancellation.
Typical clinical situations include:
Patient calling on appointment day to cancel due to sickness.
Patient cancelling hygiene appointment with less than 24-hour notice.
Patient cancelling treatment procedure on short notice when office policy includes cancellation fees.
Billing and Insurance Considerations
Most dental insurance providers do not cover cancellation charges, including D9987 fees. Nevertheless, entering this code in your practice software remains important for internal monitoring and maintaining proper accounts receivable (AR) tracking. Recommended approaches for D9987 management include:
Confirming patient responsibility for cancellation charges during benefit verification.
Explaining your cancellation policy and related fees to patients when scheduling and in appointment reminders.
Adding D9987 as a charge to patient accounts, and billing if payment isn't received when cancelled.
When patients question the charge, refer to your documented cancellation policy and records in any discussions or appeals.
How dental practices use D9987
Here's a practical example: Mr. Johnson has a 2:00 PM appointment for filling placement. He contacts the office at 12:30 PM to cancel due to a family emergency. Office policy requires 24-hour cancellation notice, which Mr. Johnson acknowledged during his first visit. The receptionist records the call, changes the appointment to "Cancelled," and adds a D9987 fee to Mr. Johnson's account. This charge isn't sent to insurance since it's not a covered service. Mr. Johnson gets a billing statement showing the charge with a note about the agreed policy. This organized process supports clear patient communication and effective AR management.
Understanding and properly using D9987 helps dental practices improve their billing procedures, enforce office policies, and maintain strong revenue cycles.
Common Questions
Can D9987 be applied to same-day rescheduling or only to completely missed appointments?
The D9987 code is primarily designed for missed appointments or cancellations that don't provide adequate notice based on your practice's established policy. When a patient reschedules on the same day and your office policy considers this equivalent to a missed appointment, D9987 may be appropriately used. Conversely, if your practice policy permits same-day rescheduling without penalties, then D9987 should not be applied. It's crucial to consistently follow your documented office policies and ensure all patients understand your rescheduling guidelines.
What's the best approach for managing patients who chronically miss appointments?
When dealing with patients who have a pattern of missing appointments, practices can utilize D9987 to maintain detailed records of no-show incidents over time. This comprehensive documentation supports informed decisions regarding requiring advance deposits, restricting future appointment availability, or potentially removing the patient from your practice. Maintaining consistent enforcement of your cancellation policies and maintaining clear patient communication is vital. Consider having a direct conversation with the patient about their attendance pattern and ensure all interactions are thoroughly documented in their patient file.
Should patients sign an acknowledgment of the cancellation policy before D9987 can be used?
Obtaining a patient's written acknowledgment of your cancellation and missed appointment policy is strongly recommended as a best practice. This signed documentation serves as important legal and ethical protection should a patient challenge a missed appointment charge. Store the signed policy acknowledgment in the patient's permanent record and reference this documentation when implementing D9987 or resolving any related disputes that may arise.