Recall Mastery Webinar Series Session IV Administrative Component for Effective Recall
... about your webinar leader Linda Drevenstedt, MS, RDH is a wise and insightful consultant with real "in the trenches" office management experience as a group practice administrator. Her lively, fast paced webinars receive high marks. She has degrees in Dental Hygiene, Business Management, and a Master s degree in Health Care Administration. In addition, she is a member of the Academy of Dental Practice Administration, the National Speaker's Association, AADOM and the Academy of Dental Management Consultants. Dentistry Today has voted her one of the "Leaders in Dental Consulting" for the past 14 years. Email her linda@drevenstedt.com to receive her monthly practice management newsletter. This webinar's materials are under copyright protection. The materials are for the sole use of the dentist/practice that paid for the webinar. The re-use, sharing or reproduction for other than the paid participant requires the permission of Linda Drevenstedet, MS. Join Drevenstedt Consulting on Facebook http://www.facebook.com/drevenstedtconsultingllc Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 2
Recall Mastery Webinar Series Objectives Session I How Healthy IS Your Recall System? Does your recall support your practice growth? Recall reality By-the-Numbers An Eye Opener Staff Meeting Right size your practice s hygiene days Session II 10:00 10:45 Recall s Critical Clinical Steps The 5 Star Hygiene appointment How the dentist or hygienist can DE-Value recall Critical Talk Over to insure the patient s return Perio to the rescue Session III 11:00 11:45 Hygiene Scheduling Finesse Pitfalls of pre appointing The hygienist s role in broken appointments Scripts to motivate patients to keep hygiene appointments Hygiene time management guidelines Hygiene scheduling Must DO preblocks Boost Hygiene Production 38 Ways Session IV Administrative Recall Support Stabilize your recall with the RIGHT staffing model Re-activation scripts and letters - what to say and what Not to say. Hygienists duties with recall Automated recall systems Recall Cycle Checklist - daily, weekly and monthly duties Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 3
Introduction to Recall Administration It is the responsibility of the hygienist and the dentist to create a valuable experience for the patient at the recall appointment. (See Session II of this series.) The patient s experience is the responsibility of the hygienist first and foremost since the patient spends the most time in a recare appointment with the hygienist. The dentist is responsible for making the examination part of the recare visit valuable. Once your practice has designed the recall experience to be value driven, the next area of responsibility is the administrative component of the wellfunctioning recall system. Who is in Charge?? Do you YO YO?? Stabilize Recall with the correct staffing model. For every full time equivalent hygienist you have on the clinical side, there is a need for hours of administrative support. FTE Full time Equivalent = the hours worked by one or more hygienists that make up a full time position in your practice. For example I have a client who is open for patient care 4 days per week. During those four days he has four (4) hygienists who work for him. One works 1.5 days, one works 3.0 days, one works 1.5 days, and another works 2 days per week. Theses 4 hygienists make up only 2 FTE s. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 4
The following duties are the responsibility of an administrative staff member NOT the dental hygienist. However, during any down time the dental hygienist should know how to support this important role in the practice. Someone must own the following tasks DAILY!!! Keep hygienists fully scheduled each day Confirm RDH appointments 48 hours in advance Coordinate patient premed prescriptions when confirming Create and follow-up on cancelled, broken or no show hygiene appointments Update or enter emails, cell phone numbers and any address changes Call overdue recall patients Keep quick call list for hygiene patients Keep hygiene cancellations below 10% Track hygiene goals Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 5
Hygiene Coordinator Job Description Position: Hygiene Coordinator FLSA Classification: Non-Exempt Hours of work: Monday Thursday: 8:00 a.m. to 5:00 P.M.; Friday: 8:00 a.m. to 12:00 p.m. JOB SUMMARY: Manages the schedule and production for the hygienists. Coordinates the front office patient/customer services including greeting patients, patient check-out and answering the telephone. ESSENTIAL FUNCTIONS: 1. Keep all hygiene schedules productive to set goals each day. i. Call patients who are over 10 minutes late for their appointments if hygienist cannot. ii. Fill openings in the hygiene schedule. Use TEXT to broadcast an opening. iii. Keep a list of hygiene patients for Quick Call iv. Keep hygienists schedule preblocked to allow for new patient and perio patients to be seen within two weeks of the need vii. Confirm the hygiene appointments 48 hours in advance; fill any openings viii. Control broken appointments - Hygiene open time goal is 5-8% ix. Keep production goals tracked to present at the morning huddle x. Keep statistics for the hygiene department. Calculate the Recall % for the month and open time percent; record the number of patients that you send Reactivation letters. 2. Practice a pro-active patient retention plan. i. Manage the practice electronic patient reminder system. ii. Review report from the electronic reminder system or confirm ALL hygiene appointments - 48 hours in advance iii. Call, text or email all of the patients not reached by your electronic reminder system. iv. Coordinate patient pre-med when confirming. v. Record broken, canceled, missed appointments in the patient record and ledger. Hygienist who last saw the patient should call the patient. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 6
v. Call patients who are due this month but do not have an appointments. Queue them to be emailed or text sent from your electronic system. vi. Update any address, insurance changes, emails and option to text for all recall patients in the computer. vii. Track number of ALL patients who request records or leave the practice viii. Keep track of recall patients scheduled and recall patients seen each day to audit open time. ix. Call overdue patients using the Patient Renewal Script x. Call, text or email all patients who are not confirmed before day end. xi. Follow-up on patient referrals out for Perio 3. Answer the phone using the practice script i. Screen Dr. and staff phone calls, distribute messages ii. Create a Telephone Information Slip for new patients and present at Morning Huddle iii. Know how to professionally handle the phone: on hold, shoppers, etc. 4. Collect and post over the counter payments; re-appoint patients. i. Make financial arrangements for minor dental appointments. 5. Oversee the recall system i. Each week send reminder cards, email or text to patients due in 2 weeks. ii. Week One of the month: Send an Overdue Recall card, email or text to patients not seen the month before. iii. Week two: send Overdue Recall Letter # 1, email or text to patients not seen 2 months prior iv. Week three: Send Overdue recall letter #2 (have the hygienist who last saw the patient sign and customize the letter before sending. Send to patients not seen in 3-4 months. v. Week four: Send the recall Letter with survey to patients not seen in 5 months prior vi. End of the month: Send Reactivation Letters to any patients not seen in over 6 Months. Once the reactivation letter is sent, this is noted in the patient record and the patient is inactivated. 6. Other duties as assigned by the Office Manager or the dentist. SECONDARY RESPONSIBILITES: Keep the reception area clean and tidy. Straighten up mid-morning, at lunch, mid-afternoon and end of day. Fulfill the following Office opening, lunch and closing responsibilities. Opening Duties:- Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 7
Turn off security/open front door. Listen to voice mail messages Lunch Duties:- Rotate lunch period to insure there is someone at the front desk at all times. Closing Duties:- Turn answering machine on. Perform the following:- Dust picture frame and reception room Keep front office work area clean and tidy Attend and contribute to the Morning Briefing. Inform team of goals to date, new patients, and any information to make the day run smooth. QUALIFICATIONS: a. Satisfactory attendance is a condition of employment. b. Two years experience in dentistry, any position c. Working knowledge of a Dental Business office. d. Understanding of the appointment process and dental procedures. e. Solid computer, internet and office skills. Word processing, Letter merge, label printing, Excel, copiers, and telephone systems. f. Excellent telephone and interpersonal communication skills, written and verbal. g. Working knowledge of Dentrix software or any of the other top three programs: EagleSoft, PracticeWorks or SoftDent. AMERICANS WITH DISABILITIES SPECIFICATIONS: Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of this job, employee is frequently required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk or hear, bend and twist back, neck and shoulders. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 8
WORK ENVIRONMENT: Work environment characteristics described here are representative of those by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is not exposed to weather conditions. The noise level in the work environment is usually moderate. TOOLS AND EQUIPMENT USED: Tools and equipment identified herein are those used in the day-to-day activities of the job. They include but are not limited to: Computer screens, key board, mouse, pens, pencils, paper, filing cabinets, staplers, scissors, postage meters, and copy and facsimile machines. I have read and understand this job description. Employee Signature Date Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 9
Assigning Hygienist s Responsibility for the RECALL System REMEMBER: The hygienist is most valuable to your practice seeing a patient. Record the REASON for the patient s return to hygiene in the record and hygiene notes area. Schedule the next recall appointment in the clinical area Call patient who are 10 minutes late for their appointment Call overdue recall patient in down time Write personal notes on recall cards or letters to overdue patients seen by this RDH. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 10
Daily - 1st after the Huddle: Review report from the electronic reminder system or confirm ALL hygiene appointments - 48 hours in advance Call all of the patients not reached by your electronic reminder system. Coordinate patient pre-med when confirming. Create a short-call list in the computer of all patients who cancel or no show for recall. Fill openings in the hygiene schedule. Use your text messaging system. During the day: Be sure the RDH calls late hygiene patients within 10 minutes of their appointment. Record broken, canceled, missed appointments in the patient record and ledger. Hygienist who last saw the patient should call during any down time. Call patients who are due this month but do not have an appointments and queue them to be emailed or text sent from your electronic system. Update any address, insurance changes, emails and text options for all the hygiene patients who come in. Track number of ALL patients who request records or leave the practice Keep track of recall patients scheduled and recall patients seen each day to track open time. Call overdue patients using the Patient Renewal Script Call, text or email all patients who are not confirmed before day end. Weekly Each week send reminder cards, email or text to patients due in 2 weeks. Week One of the month: Send an Overdue Recall card, email or text to patients not seen the month before. Week two: send Overdue Recall Letter # 1, email or text to patients not seen 2 months prior Week three: Send Overdue recall letter #2 (have the hygienist who last saw the patient sign and customize the letter before sending. Send to patients not seen in 3-4 months. Week four: Send the recall Letter with survey to patients not seen in 5 months prior End of the month: Send Reactivation Letters to any patients not seen in over 6 Months. Once the reactivation letter is sent, this is noted in the patient record and the patient is inactivated. Monthly Calculate the Recall % for the month and open time percent Record the number of patients that you send Reactivation letters. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 11
Start New Patients the RIGHT way in Recall/Recare Website or Welcome Packet Expectations: Example: Appointments: Your time is valuable and we make every effort to schedule appointments at your convenience. Your time with the dentist or hygienist is reserved for specific time for your care and we make every effort to see you at that appointed time. Life happens and should you need to change an appointment, we request a 24-hour notice. Thank you for your cooperation! Share the practice philosophy about Recall/Recare. Example script about recall compliance: Mrs. New Patient, current research shows that your dental health is tied to your overall health. I have found that our patients who come in to see our hygienist within the recommended intervals for their dental health appointment, (professional examination and prophylaxis) are able to enjoy the benefits of a healthier mouth, early detection of any problems and a consistent review of existing dental restorations. Have an online questionnaire about Warning Signs of Gum Disease on your website or Pintrest. Verify and Clarify insurance coverage of periodontal treatments and how it is different from routine hygiene care. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 12
Recall Reminder Cards, emails, texts Recall Reminder Cards, emails and texts are a courtesy to your patients and help keep more appointments secure. Send weekly, two weeks in advance of the scheduled appointment. Text and email can be then resent 1 week and two days ahead of the appointment. Customized cards with your photos! Suggestions to include on the reminder cards or emails texts must be shortened. You reserved an appointment at your last hygiene visit for at with the hygienist for your preventive exam, professional prophylaxis (stain and tartar removal), oral cancer screening, and an examination of your periodontal health. Or You requested we inform you that you are due in for your preventive exam, professional prophylaxis (stain and tartar removal), oral cancer screening, and the examination of your periodontal health. Please call our office to schedule an appointment with the hygienist. To include on the lower portion of the reminder card: We request a 24-48 hour notice to reschedule this appointment. (This gives them no option of canceling without rescheduling and requires a notice.) And Please call our office at (888)888-6788 within three days of receiving this card to verify your appointment time. (This cuts down on the outgoing confirmation calls. You may ask the patient when they call if they would like for you to call them the day before the appointment.) Please call our office at (888)888-6788 within three days to verify receipt of this card. Or Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 13
Confirmations Confirm Two Days in advance! When scheduling an advance hygiene appointment ask the patient where s/he can be reached between 8am 10am in the morning. Let the patient know that this is when you do your COURTESY calls to confirm the appointment. Ask the patient for home, work, and cell numbers. Email confirmation Many software programs allow you to email your patients for confirmations. In the future patients will be able to log on to your website to confirm their appointments. Leaving a message is not a confirmation! Scripts: Mrs. Jones, this is from Dr. Good Dentist s office. Your reservation with your hygienist is on Wednesday at 10:00. We look forward to seeing you then. Mr. Jones, this is from Dr. Good Dentist s office. Gloria is expecting you for your reserved appointment at 10:00 on Wednesday. Mrs. Jones, this is from Dr. Good Dentist s office. I am calling about your dental appointment on Wednesday. We will see you at 10:00 for your reserved time with Gloria our hygienist. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 14
When having to leave a message at work or voice mail (HIPAA) Voice Mail: This is at Dr. Good Dentist s office. Please call our office before the end of the business day concerning your dental appointment on Wednesday at 10:00. Messages with co-workers. This is Dr. Good Dentist s dental office. Ask Mrs. Jones to please call us today. Please have her call as soon as she returns. If you don t hear back from them today call tomorrow and leave another message This is from Dr. Good Dentist s office. Your dental appointment is reserved for Wednesday May 23rd. at 10:00. Please call us or leave a message on our answering service to verify the appointment time or email us at appointments@drsmiley.com. Thank you. Patients will try to cancel their appointment at the confirmation call! Patient: Oh I am so glad you called. I need to cancel/change that appointment. Response: Mrs. Jones. I will reschedule your appointment but let me confirm your home address first. (pause) I see that is what we have here, did you receive our card? If the patient says Yes, I received it, then reschedule the appointment 4 6 weeks out and add your request for a 24/48 hour notice. Mrs. Jones, I will send you another card or email which would be better for you? Please look at your calendar when you receive it and call us to verify the date and time. ***** Make sure you reschedule her for 4-6 weeks away. Save the short notice openings for new patients. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 15
Preventing Hygiene Broken Appointments Cancellations and changes can kill production - take a tactful, firm, professional yet compassionate stand about changes and cancellations. Goal = Dr. less than 5% & Hygiene less than 7% Remember time stolen from you in the form of a last minute change or a No Show cannot be returned to you. Unless the reason has a dire emergency or serious problem, communicate to the patient the importance of keeping their reserved appointment time. How to Reduce cancellations: 1. Use prevention At the treatment consultation be sure the DOCTOR and the staff emphasize the importance of keeping RESERVED appointments. Specifically ask the patient to give your office a minimum of 24-48 hours notice for any changes. 2. Review the patients who cancel, BA, NO SHOW. Become aware and become responsible for some of the most common reasons patients will cancel an appointment with you. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 16
With your staff, ask these questions: was the last hygiene appointment too SOCIAL?? was the hygienist rough in her clinical delivery? did the hygienist fuss at the patient about flossing, brushing, etc.? was the dentist too rushed, too busy, or not tuned into the patient during his/her periodic exam? did the hygienist and the patient WAIT for the Dr. Exam go into overtime? People often get back at you by canceling their appointments. Patients vote for you with their presence and their money. How they are treated each time adds to, or subtracts from, their commitment to treatment and appointments. 3. Require Chronic Appointment breakers to prepay for a RESERVED appointment or give you a credit card guarantee in order for you to reserve an appointment or for you to put them on your Call List. Most Day Spas and many restaurants require a credit card guarantee for a reservation. 4. Give patients who reschedule without giving you 24 hours notice an appointment 4-6 weeks out in the schedule. 5. Record all broken appointments and no shows in the patient record AND Post a bookkeeping code indicating the broken appointment in the Patient s account. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 17
6. Avoid scheduling multiple family members at the same time - if one is sick they all cancel. 7. Call ALL patients who have not arrived for their appointment within 10 minutes of their scheduled time. This sets a priority in their mind that you are watching the time and that they are missed. The hygienist should call his/her patient. Mrs. Patient, this is Cary with Dr. Smith s office. We were expecting you at 3:00. I hope there is nothing seriously wrong? 8. Preappoint ONLY reliable and Occasionally Reliable patients. If the chart shows a history of broken or canceled appointments, send the patient a card to remind him/her to call for an appointment for the cleaning and exam. 9. Send a reminder card to patients who are preappointed with this statement highlighted: Please call our office within three days to confirm that you have received this card. Thank You. Send the card at least two weeks prior to their appointment. 10. Confirm hygiene patient s 48 hours in advance. Any patient who cancels after having been confirmed is appointed 4 6 weeks out in the schedule or is placed on a Quick Call List rather than giving them another reserved appointment. Tell the patient that the schedule is quite full. However, that you have some changes DO NOT SAY THAT YOU HAVE CANCELLATIONS you have CHANGES. You will call them when an appointment becomes available. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 18
Acceptable Changes in the Hygiene Schedule Some patients have acceptable - REAL reasons for giving you less than 24 hours notice of a change. This might be: sudden illness of patient or child, death in the family, other sudden crisis. Script: "Mr./Mrs. Patient, I am sorry to hear about and I can understand that because this was so sudden that you did not have a chance to give us 24 hours notice of this change of appointment. Let's schedule you for another appointment." Unacceptable Changes in the Hygiene Schedule Some patients NO Show or have flaky excuses. Often you have to call them or they let you know only a short time before their appointments. These excuses are: too busy, another appointment, company came in town, forgot, you did not reach them to confirm, too busy at work, couldn't get a sitter, etc. Scripts for unacceptable schedule charges: First Broken Appointment within the previous 6 months: Script: (Friendly voice) "Mr./Mrs. Patient, it sounds like you are very busy at work (fill in others by repeating their excuse). So that I can be sure the Dr. and the hygienist are informed about this change and I can record it in your chart, let me be sure I have the details correct." "Mrs. Patient, I'm concerned that we did not have 24/48 hours notice of this change of your appointment. There are other patients who are on a waiting list for appointments. The only appointment I have available for you will be in several weeks." Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 19
Action: Post a broken appointment on the patient s account and in the patient s chart. If this new appointment is broken, it will be their second offense. Second broken appointment within the previous 6 months: Script: "Mr./Mrs. Patient, it sounds like you are really having a problem keeping your scheduled appointments. This is your second missed appointment. Since we require a 24/48 hour notice when needing to change an appointment, we will need to place you on a special Quick Call List. We will give you a call when there is a change in the schedule." If the patient insists upon another reserved appointment, they can have one if they prepay for the appointment (see letter # 2 following). Action: Document, Document, Document - in the record and in the ledger. Send the patient the Broken Appointment Letter. Create your own user defined computer codes to post broken appointments as if it were treatment completed. Example: 11111 1 st BA-Dr. 11115 BA Letter 1 11112 2 nd BA- Dr. 11116 BA Letter 2 11113 1 st BA RDH 11114 2 nd BA RDH This allows you to show the patient on their statement their broken appointments. This allows you to track the total number of broken appointments monthly. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 20
Flow Chart for Hygiene Cancellations and No Shows Short Notice Cancellations Patient cancels an appointment Use the Broken Appointment Script when the patient calls Reschedule 4-6 weeks away (note on the computer that they canceled short notice once before) Request 24-48 hr. notice in future Make a record entry and a ledger entry Be sure the appointment is saved to your short notice list. Broken Appointments/No Show Patients Patient doesn't show for an appointment Call the patient within 10 minutes (hygienist calls) Use the scripts and above procedures if you reach the patient. If you can t reach the patient, send Broken Appointment # 1. If they don t reschedule, place on the short notice list in the computer. If this is the patients second BA/no show, do not reschedule them; send them Broken Appointment Letter # 2. Let them stay on your short notice call list. Note in the patient record. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 21
Broken Appointment Letter #1 Dear Mr. or Mrs. Patient / Parent, We missed seeing you on 9/9/14 at 13:00. We are sorry you were unable to keep your appointment with Dr. (or hygienist) and hope there is nothing seriously wrong. Our records indicate that the appointment was confirmed. We would like to take an opportunity to remind you that we reserve time especially for you to receive dental care. We ask that our patients give us 24 hours notice if they need to change or cannot keep an appointment. When you notify us, it helps limit unproductive time, therefore helps control costs. Our goal is to deliver care for you and your family in a timely manner. We ask that you call and reschedule your appointment at a more convenient time. Thank you for your understanding. Sincerely, Dr. & Team Broken Appointment Letter # 2 Dear Mr. or Mrs. Patient / Parent, We are sorry you were unable to keep your appointment with Dr. (or hygienist) on 9/01/15 at 13:00. Our records indicate that the appointment was confirmed and that no one called 24 hours in advance to let us know that the appointment would be available for others. Everyone is concerned about health care costs. We are dedicated to keeping our fees as reasonable as possible. One of the most costly problems is broken appointment time. We reserve time, personnel and facilities just for you when you have an appointment scheduled. If we do not have 24 hours notice of a change of that reserved time, we are unable to call another patient in and use that time in a cost effective manner. To keep from raising fees for all patients, we now require a non-refundable deposit of $50 in advance of your next reserved appointment. Upon receiving your deposit or credit card number, will call to reserve a convenient time for you. If for any reason that appointment is not kept or we are not given 24 hours notice of a change, the deposit will be forfeited. The other way to handle variable schedules is to call our office on a day that will work for you to come in and take advantage of our Quick Call List. Our concern is for your health and for the cost of health care. We urge you to complete you dental care in a timely manner. Sincerely, Dr. & Staff Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 22
Hygiene Telephone Communication Scripts Changing Appointments Don t Say: We need to change your appointment. Dr. Good Dentist is going out of town/ on vacation. Do Say: Mrs. Jones, Dr. Good Dentist asked that I call you. Is there any way you could come this Friday instead of next Friday? We have an available appointment at 10:00. or We could see you at the exact same time. This would really help out the schedule. Always thank the patient and have an extra Prize for them on that day. Make sure Dr. G thanks them when they come in. (The patient doesn t have to know the reason unless they ask. The patient is not interested in changing appointments so the Dr. can go on vacation. If Dr. G is attending a continuing ed. course, then tell the patient. ) Patient calls in and tries to cancel an appointment today! Patient: I need to cancel my cleaning appointment Don t Say: When would you like to come? Do Say: Mrs. Jones, Is there any way that you can make it today? There is not another appointment available for you until 5 weeks out. OR Thank you for calling us Mrs. Jones, so that I tell Dr. Good Dentist, what has happened that prevents you from keeping your appointment? Listen for response. I am sick. Offer condolences and send a get well card. This makes them feel guilty if they are faking. Choose to reschedule them or put them on a short notice list. Ask Mrs. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 23
Jones if she would like for you to call her when there is an available appointment in the future. I have to work. Ask the patient if there is any way that they could come at another time you have soon if not Our next available appointment is not for 6 weeks and Dr. Good Dentist gets concerned when the hygiene patients are not seen at their appointed time. If the patient reschedules anyway, make a note not to move them forward. Unless the other appointment is for a medical emergency or problem, the patient is choosing another office over yours. When rescheduling an appointment, always mention the 24-48 hours notice needed prior to changing an appointment! Patient Doesn t Show for an Appointment!!Call, text or email the patient within 10 minutes of their appointment time!! Hygienist: Mr. Jones, I was expecting you at 3:00 pm, I hope nothing is seriously wrong? Patient: Oh my gosh, I forgot. Can I reschedule for Friday? Hygienist: We usually don t have openings unless someone calls in sick. Could you come right now and I can use the rest of your appointment time for you? Only use this if the patient works or lives within 10 minutes of the office. You can then use the rest of the appointment time for the x-rays and the Dr. exam. DON T TELL THEM ABOUT RESCHEDULING FOR THE PROPHY UNTIL THEY ARE IN THE CHAIR. Your next patient may not show and you can finish the patient today. Patient: No, there is no way I can come today Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 24
Hygienist reschedules for 4-6 weeks away and gives the information on requiring a 24-48 hour notice. LATE PATIENTS Hygienist (or business staff if hygienist is not available to talk with the patient): I was worried about you and tried to call you at your appointment time. Gosh, I m sorry that we ve now lost minutes of your reserved appointment time. (wait for a response). We will utilize the rest of your appointment while you are here. (don t tell them you may not have time for the prophylaxis, instead use the appointment for the evaluation and education portion of the hygiene visit as well as the Dr. exam). You may have time for the therapy portion if your next patient doesn t come.!! If your next patient has a LM beside their name and was not confirmed, go ahead and get the business staff to try and call to make sure the next patient is coming. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 25
Using Computer Recall Lists 1. Scheduled Hygiene Patients These patients were either preappointed at their last hygiene visit or called in for an appointment. Action: Run this list at the beginning of each month and highlight in yellow the patients who have an outstanding balance. Refer these patients to the collection/financial coordinator to contact prior to their scheduled appointment. (These patients are often your last minute cancellations/no shows due to their balance). 2. Unscheduled list These patients are due but are not scheduled. They could be your reliable patients who were not able to preschedule as well as the occasionally reliable patients and unreliable patients you did not want to pre-schedule. Action: 1- Send cards, emails or texts 2 4 weeks prior to the date they are due. 2-Call the patients to fill openings in the hygiene schedule. 3. Overdue list These patients are patients who have either broken an appointment or who did not preschedule, a hygiene appointment. Action: Spend the majority of your time on patients who want and need your services. These are patients who have not been in the office for a hygiene visit and are not current in recall. Send a series of letters and follow through with phone calls. The most effort should be exerted on the most recently overdue and the unscheduled and due patients. Some overdue patients have changed dentists due to insurance, died or moved. Letter samples follow. Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 26
Recall Sample Scripts 1. Mr. Jones, Dr. Good Dentist asked that I call you. Since you were unable to keep your scheduled hygiene visit, he wasn t able to check your teeth for decay and gums for periodontal disease. He would like for me to schedule you for a hygiene visit as soon as possible. I have an available appointment on Wednesday at 4:00. Would that work for you? 2. Mrs. Jones, and Dr. Good Dentist asked that I call you. You are now due for your hygiene visit and Dr. exam. We have an available appointment at or at. Would either one of those work for you? 3. Mrs. Jones, since you can t reschedule now I will call you when a patient gets sick and has to reschedule their appointment. I will place you on our short call list. Would that work for you? Let her assume that the only reason a patient calls to reschedule short notice is if they are sick. Overdue Patient Re-Activation Script Hello, may I speak with (patient s name)? (pause) This is from Dr. Do Good s office. (Name), your records indicate a need for (whatever is applicable). 1. Dr. Exam 2. Dr. to look at (and area of concern previously noted on the chart) 3. Hygiene visit (Name), would Monday or Tuesday be better to see how your (tooth, gums or other area of concern) is doing? Would 9:00 or 3:00 be better for you? Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 27
(Whatever is applicable from response to previous question) Thank you very much, (Name). We ll look forward to seeing you on (day, date and time). OR, (especially to renew hygiene patients) (Name), this is Mary, the hygienist at Dr. Do Good s office. I m calling to schedule an appointment for your professional cleaning and oral health examination. Do mornings or afternoons work best for you? (This is a proactive position most patients will schedule with this approach). Huddle - Identifying Overdue Recall Patients At the Morning Huddle: Review the router slips to identify restorative patients who are overdue or who have family members needing a hygiene appointment. Highlight these patients in yellow on the Router Slip for the front business staff to make sure they are scheduled. When Dr. Good Dentist does the exam and sees the highlight, s/he should mention the need for the hygiene visit. Assistants, let him know about the restorative patients by having the Router Slip visible to him/her. It takes everyone for Recall to be at the top!! Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 28
Recall Letter Sample Dear Valued Patient, We are concerned that we have not seen you recently for a thorough examination and cleaning. Many adults who have no dental problems often neglect to have routine care. The danger in long absences from dental care is that some dental diseases, such as gum disease, often do not cause pain until it is too late to save a tooth. Since research tells us that over 80% of all adults have mild to severe gum disease, it is important to have regular check-ups and preventive cleanings which include a thorough examination of your gums for any early signs of disease. Your dental health is important to us. Our goal is to assist you in having good dental health. Help us to achieve this by calling our office to schedule an appointment for your preventive cleaning and examination. We look forward to seeing you again! Your in good health, Dr. and team Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 29
Action Plan Responsible person Project Due date Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 30
Evaluation Recall Mastery Session IV Linda Drevenstedt, MS Your honest feedback is appreciated! Ratings: 4 = Excellent 3 = Good 2 = Fair 1 = Poor Comments Overall webinar Quality 4 3 2 1 Overall Speaker Rating 4 3 2 1 Response to Questions 4 3 2 1 Met Objectives 4 3 2 1 What specific information was of the greatest value to you? What would make this program more effective? Please check any of the following areas of interest: Practice Coaching, consulting or training Hygiene Department Coaching Speaking Engagement for another group email newsletter email Name: Practice: Address: Phone: ( City, State, Zip: Position: e-mail: Thank You!! I appreciated your comments FAX to: 888.264.6588 Join Drevenstedt Consulting on Facebook http://www.facebook.com/drevenstedtconsultingllc ) Linda Drevenstedt, MS, RDH All Rights Reserved linda@drevenstedt.com Page 31