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Scheduling for Success
Presented by Amy Kirsch
Level IV: Leadership
•Doctor is leading the staff•Staff are managing the office•Zero defect management
Level III: Managerial
•Doctor is managing the staff•Staff are managing the systems•The emphasis is quality
Level II: Organizational
•Staff and doctor have a plan and are developing and organizing the practice systems
Staff are operating systemsLevel I: Chaos
•Doctor is doing procedures•Staff are doing procedures•Systems are unorganized or nonexistent
Developmental Levels of a Dental Practice
Productive and Stress-Free Scheduling
Identify emergency and catch-up time
Identify patients who have a medical alert or premed
Verify lab cases
Discuss problem patients and procedures
Discuss any changes from routine
Yesterday’s schedule: (What went right and wrong)
Today’s schedule: (any problem areas)
Next available major appointment
Morning Huddle Checklist
Next available minor appointment
New patient information
Emergency patient information
Financial information
Marketing information
Yesterday’s productivity
Daily goal for today: (Has it been reached?)
Motivational Statement
How can you improve
your huddle?
Scheduling Doctor Time: Overlapping vs. Overbooking
Overbooking
Lt. Dan Filling / / + +
+ Bubba NP ER / / +
+ Jenny NP + + / / / /
Forest Crn Prep / / / / / + + +
Lt. Dan Filling / / + +
+ Bubba NP ER / / +
+ Jenny NP + + / / / /
Forest Crn Prep / / / / / + + +
Overlapping
Ideal Day Productive Scheduling:What is your Doctor’s Ideal Day?
• Pre-block ____% of Your Daily Goal
• Book long and difficult procedures during the first ____ hours of the day
• Start with the __________ times of the day
• Chain onto existing appointments
• Killer Words!
CancellationCancellation ListConfirm or Remind
PainX-ray
No
Changes or OpeningsPriority Call List
Calling in Regard to…
DiscomfortFilm or PictureI would be happy to,however…
75
5
difficult
• Emergency Placement and Treatment
____________________ = _____________
____________________ = _____________
____________________ = _____________
• Hygiene Checks by the Doctor
• Team Work
Chipped Tooth/Reschedule 10 minutes /
Sensitivity/Discomfort 20 minutes +/
Broken Tooth/Hot/Cold 30 minutes +//
___________________:
Scheduling Communication Skills
Always offer two choices
“Mrs. Jones, Dr. Smith would have time to do that procedure on Monday at 1:00 or Tuesday at 3:20. Which one would work better for you?”
Avoid: •“What time will work best for you?”•“Is there a day or time of day that works best for you?”•“When would you like to come in?”
______________________________:Long, difficult or productive appointments
“Mrs. Jones, because this is an intricate procedure, Dr. McDreamy prefers doing this procedure in the morning. I have Monday, September 14th at 8:20 or Thursday, September 17th at 10:30. Which one will work better for you?”
Avoid: •“We always do crowns in the morning because Dr. McDreamy is fresher.”•“We only do these kinds of appointments in the morning.”
Hygiene and Restorative Confirmation Calls: 2 days in advance
“Dr. Smith will also be seeing you that day for your examination. As you know, we kindly request a 48 hour notice in case you need to change your appointment. We look forward to seeing you Tuesday.”
“Mrs. Jones, this is Amy from Dr. Smith’s office. I was calling to make sure you received your postcard in the mail about your appointment with Sally, our hygienist, next Tuesday, March 25th at 2:00.”
“Mrs. Jones, this is Amy at Dr. Smith’s dental office. Dr. Smith wanted me to call and let you know he is looking forward to seeing you Tuesday at 3:30. As you know, we kindly request 48 hours notice if you need to change your appointment.”
Avoid: •Confirming, reminding or leaving your phone number.
“C” Patients Confirmation Calls
Short Cancellation: Doctor Schedule
“I am so sorry you will not be able to keep your two-hour appointment today with Dr. Smith.”
“I know he was looking forward to seeing you. Because I will not be able to fill this appointment time, is there anything I can personally do to help you keep this appointment today?”
“Mrs. Smith, this is Amy at Dr. Jones’ dental office. I was calling to ‘confirm’ your appointment for Tuesday, September 13th at 8:00am. Please call us back to confirm at 303-796-0056.”
Short Cancellation: Hygiene Schedule
Avoid: •“Oh, that’s OK. Do you want to reschedule?”•“We reserved that time just for you. I will not be able to fill it at this late notice.”•“I will put you on our cancellation list.”
“I am sorry you will not be able to see Susan today. I know she was looking forward to seeing you again. Her next opening in her schedule is in 12 weeks and I do not have another 4:00 for four months.”
“Is there anything I can do to help you keep this appointment with Susan?”
Third Cancellation and/or Second No-show Appointment:
Dismissal from the practice! Send a certified letter giving the patient 2 weeks – 30 days to have their emergency needs treated in your office.
“Thanks for calling Dr. Smith’s office. We are out of the office until Tuesday at 8:00 am. If you are having a dental emergency and are a patient of record, you may reach Dr. Smith at 303-796-0620. If you are calling to reschedule an existing appointment, please keep in mind we kindly request 48 hours notice or two business days to reschedule any appointment. Thank you for calling.”
After Hours Phone Message:
OR
“Thanks for calling Dr. Smith’s office. We are out of the office until Tuesday at 8:00 am. If you are having a dental emergency and are a patient of record, you may reach Dr. Smith at 303-796-0620. If you are calling change or reschedule an existing appointment for Tuesday, please call Dr. Smith at home at 303-976-0056.” (OR……please call back during our business hours).
Emergency calls:
Late Patients: Phone call (10-15 minutes late), leave message:
“Mrs. Jones, it sounds like you really are having a problem today. For our patients in discomfort, I have an opening at 11:00 or 3:10. Which one will work best for you?”
“Mrs. Jones, this is Amy at Dr. Smith’s dental office. Dr. Smith asked me to give you a call because he was worried you didn’t arrive for your 3:00 appointment with him. We hope everything is OK. We look forward to hearing from you soon. Our number is 303-796-0056.”
When the Late Patient Arrives:
“Mrs. Jones, I am so glad you are here. Dr. Smith and Sally were worried something had happened when you weren’t here for your 3:00 appointment. Let me tell them you are here, so they can decide what we can do for you today.”
• Hygiene schedule should be solidly scheduled ______ weeks in advance.
• _____ % of the hygiene patients should be pre-booked for their next appointment.
• Hygiene Production goal: $______ per hour without the doctor exam fee.125
46
90
