Administrators, have you ever been asked by your dentist:
“Why did Mrs. Smith cancel her appointment?”
“Why didn’t Mr. Anderson schedule that crown?”
Doctors, have you ever felt frustrated with your administration team?
Or wondered what your admin team is doing ‘up there’?
Is a lack of front office systems your practice feel chaotic and unorganized?
Stop the Chaos and confusion!
Incorporating and utilizing front office systems into the daily routine can – and will – help dental practices avoid the chaos that occurs in the dental practice.
One such system addresses treatment acceptance and follow up procedures:
Delayed Treatment/Case Acceptance-Follow up
Case acceptance starts with the new patient phone call. We must ask the right questions, and no, it is not “Do you have insurance?”! Empathize with the caller. Find their fear. Are they talking fast and wanting to get right to the point? Are they asking how much it will cost? If so, we have just unlocked a little of what is important to the patient. We know the three main reasons patients don’t schedule – fear, time, and money, but are we really prepared for these reasons? Document in the patient’s digital record which of these reasons is a trigger from the new patient call, and then discuss these notes in the morning huddle and cater to the patient accordingly.
The second step is after the patient sees the dentist. Be sure that your treatment coordinator knows the trigger. If it changed (and it can), your clinical team should inform your coordinator as soon as possible. It is critical that the entire team be trained to address each of these triggers.
Suggestions for overcoming patient objections include:
If the patient still doesn’t schedule then the treatment coordinator will document in the patient’s digital record what was said and what they thought the trigger was.
Step three: Follow up is a vital component in making case acceptance happen. This process is made easier by using a system of time based reports developed over the years that allow the best timing for follow up. In addition to these reports, the treatment coordinator should be prepared for all of the patient’s triggers.
Before the patient is called they should:
- Know what treatment is needed
- Know the patient’s trigger and be ready with multiple solutions