Embed Size (px)
Citation preview
CDA Practice Support Center
A Day in the Life of a Dental PracticeReal Problems and Practical Solutions
Katie FornelliPractice AnalystCDA Practice Support Center
Objectives
• Identify “problem areas” in the practice• Learn to develop strategic plan and practical
solutions• Train dental team to manage protocols and systems• Regularly follow-up and “check-in” with each other
Summary of Issues
• Management concerns• Scheduling problems• Treatment planning & case acceptance issues• Patient financial concerns
Management Concerns
• There are no practice systems to follow• Staff frustrated by lack of direction• Everyone operating in “survival mode”• Staff making up “rules” as they go along• Staff not motivated and lack accountability
Action Plan
• Share your vision and strategic plan• Hold a staff retreat to communicate the plan• Gather feedback from the entire team• Set action plan• Assign team members to each action• Follow-up to see how the plan is progressing
Your Vision
• Vision impacts every system/protocol in the practice
• Your staff can’t help you get there if they don’t know where you’re going
“Tell me and I forget; show me and I remember; involve me and I understand.” -
Anonymous
Expectations
• Staff want to contribute to the “big picture”• Set defined goals for the team and regularly
evaluate• Define and document both staff and patient
policies• The practice with managed expectations has
minimal patient and staff problems
Compass Resources
• Creating Your Practice Vision Statement Checklist• Effectively Utilizing a Vision Statement in the Dental
Practice• Strategic Planning Worksheet • Various job descriptions• Practice Analysts
Scheduling Problems
• Practice runs behind schedule• Patients dictating schedule flow• Don’t know how to manage unexpected changes to
the schedule each day• Feels like the doctor and staff are spinning their
wheels
Action Plan
• Develop a schedule template• Hold daily morning meetings• Determine how to schedule and manage
emergency patients• Manage missed appointments
Develop a Schedule Template
- Set realistic production goals- Share the goals with the entire team- Schedule based on goals- Build a template based on treatment
preferences- Train your team how to schedule to template
Implement Morning Meetings
- Best way to plan the day- Helps manage unexpected changes- Creates a “game plan”- Must be efficient and effective to work- Develop and follow agenda
Manage Emergency Patients
- Decide treatment philosophy- Discuss schedule openings in the morning- Communicate process with the emergency
patient- Inform clinical staff and doctor
Manage Missed/Late Appointments
• Develop a policy• Have patients sign agreement• Explain how policy benefits patients• Three strikes you’re out• Develop consistent language for entire team
Compass Resources
• Sample Daily Meeting Agenda• Article: “Designing Your Practice’s Schedule”• Article Series: “Managing Your Schedule
Through Effective Communication”• Production Goal Calculators
Compass Resources
Treatment Planning &Case Acceptance Concerns
• New patients aren’t accepting treatment• Patients dictate their treatment plan• Patients only want treatment insurance covers at
100%• Financial options are still too expensive • Patients aren’t prepared to pay on the day of
treatment• Patients who don’t schedule “get lost in the system”
Action Plan
• Develop exceptional customer service for every step of new patient process
• Understand patient expectations and gain trust• Discuss the treatment with patient, rather than just
present• Hold a financial consultation following each
treatment discussion
Understand Patient Expectations and Gain Trust
• First impressions must be exceptional• Ask questions to assess “Dental IQ” of patient• Listen and paraphrase so patient feels heard
“They may forget what you said, but they will never forget how you made them feel” - Carl W. Buechner
A Positive First Impression
• What is the first point of contact a patient has with your practice?
• Does the “first contact” represent you in the way you wish to be portrayed?
• How did the patient learn of your practice?• What does the patient learn about you prior
to coming in for the first visit?
A Positive First Impression
• New patient phone call critical to case acceptance• Develop a “flow sheet” and scripts for call• Find out what patient expects at first visit• Steer clear of “we don’t offer that” – instead tell
them what you DO offer• Build value for the doctor and practice
The First Phone CallProactive Communication and Manage Expectations:• “Do you have a few minutes for me to tell you about the
practice and what to expect at the first appt?• “We encourage all decision-makers to attend”• “Some of our patients like to maximize their dental benefits…
Will we be working with any dental benefit plans?”• “Are you in front of a computer so I can guide you to our new
patient forms online?”• “We will mail you a new patient welcome letter with all of the
appointment information.”
The New Patient Appointment
• New patient appointment “relay” – pass the baton to next team member
• Greet patient by name• Shake patient’s hand and introduce yourself• Provide tour and share benefits of practice• Tell patient what comes next
The Role of the Treatment Coordinator
• The glue of the new patient process• Consistent contact to build trust• Understands patient objectives and concerns• Validates doctor and treatment recommendations• Coordinates “next steps” and follows through
Discussing vs. Presenting Treatment
• Provide visual treatment plan for discussion• Break large treatment plans into stages• Ask “permission” statement• Guide patient• Establish “next step” of appointment• Get patient informed consent
Financial Consultation
• Ensure patient agreed to treatment before finances• Staff person discusses, not doctor• Have financial consent and agreement signed• Explain practice’s process of working with dental
benefit plans• Collect deposits or initial payments• Have solutions to frequent financial concerns• Manage and track collections
Unaccepted TxFollow-up
• 4 out of 5 patients ask staff to validate treatment (According to Levin Group Inc. Data Center)
• Don’t wait for patient to ask – reinforce doctor’s recommendation automatically
• If patient not ready, offer 2nd or 3rd consult• Offer courtesy call in a few days• Have consistent follow-up system for unscheduled tx• Know your tx acceptance rate and work to improve
Compass Resources
• Article Series: “The New Patient Process”• Article Series: “The Financial Consultation”• Article: “The Treatment Coordinator”• Sample New Patient Welcome Letter• Sample Informed Consent Forms• Case Acceptance Tracking and Follow-up
Motivate and Create Accountability
• Offer feedback and suggestions• Recognize your employee’s contributions• Ask how you are doing as a leader• Make time to improve and refine
“Every now and then, a leader ought to look back to see if anyone is following”
www.cdacompass.comwhere smart dentists get smarter
• Log on• Register• Over 600 Resources
Thank You
