Supplement to Section 2: Scheduling Productivity and Time Management
Posted November 1, 2015 by David Hough, Principal, Dentistry Simplified
Scheduling is about prioritization. You need to allocate ample time for all your team members to optimally perform their jobs, especially during a new patients first visit.
This first visit is the most critical moment in establishing patient relationships— new patients are making a first impression analysis of you and your practice.
Allocating sufficient time units allows the team to get to know the new patient. This begins during the very first new patient phone call. The team member should ask if the patient is nervous about visiting about the dentist, concerned about finances or has ever had a bad experience. The team member makes note of this conservation in the new patient telephone log sheet.
If it is determined the new patient needs a lot of handholding, schedule extra time for the first intake interview. It may also be determined both the Dentist and Patient Advocate should schedule extra time for the exam and financial arrangement discussion.
For example, the Dentist may need an extra unit of time to explain a procedure or alleviate past fears and previous bad experiences. If there are payment issues, make sure the Patient Advocate has time to present and/or explain any outside financing application.
Be sure to discuss this new patient visit during the morning huddle so all team members understand if any time allocations appear unusual. Avoid interruptions during the new patient visit as well. This is an ideal task for the Patient Advocate to oversee.
Finally, be sure to let the new patient know in advance how long they are going to be in the practice for this first visit. You don’t want to go through the entire appointment and then have the patient rushing out the door just when you get to the financial presentation—you could lose an opportunity to provide treatment.
To recap:
- Get to know the new patient during the phone call
- Review the new patient visit with your team during the morning huddle to ensure a smooth appointment
- Schedule extra time as needed for the intake interview, exam and any financial discussion
Using scheduled color-coding as shown in Section 2, The Schedule of Appointments will help you eliminate scheduling issues and, more importantly, “win the patient.”