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APPOINTMENTS.pdf

Jojo Quinitio
Jojo Quinitio

The document discusses appointment scheduling and control in a dental practice. It emphasizes that scheduling is essential to practice profitability, care quality, staff well-being, and patient convenience and health. The receptionist is responsible for appointment control including recalls, reminders, filling cancellations, and providing daily schedules. Scheduling should consider the dentist's preferences, production goals, patient needs and availability. Special considerations are given to scheduling different types of patients and procedures. Confirming appointments and reducing no-shows are also discussed.

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APPOINTMENT CONTROL Dr. Jojo Quinitio
Appointment Scheduling Scheduling is an essential business function of every successful dental practice. It will determine the profitability of the practice, the quality of the care provided, the emotional and well-being of the dentist and clinical staff and the convenience and health of the patients.
Appointment Book Can be manual or software Receptionist is in charge of appointment control a. Recalls pts on schedule b. Reminds pts a day in advance of scheduled appts c. Fills times in which appts have been cancelled d. Provides staff with a daily schedule
Scheduling should be week-at-a-glance and feature one column per operators chair. Mon Tue Wed Thur Fri Sat 9.00 9.30 10.00 10.30 11.00 11.30
Scheduling will depend on: (1) The dentists preference (2) The production goal (3) Needs of the patients (4) Availability of the patient
Scheduling for the Dentists Preference The first consideration in appointment scheduling is the dentists preference Most practitioners prefer to perform demanding procedures, such as impactions, implants, and crown and bridges cases early in the day where they are rested and alert. Oral surgery cases performed in the office under GA are scheduled early in the morning because they require the patient have nothing by mouth for 8hrs preceding the surgery
Scheduling to Meet Production Goal A second consideration in appointment scheduling is the practices requirement to meet production goals in the form of cash flow. Production-scheduling decisions must follow the practices strategies to generate adequate daily revenues to cover the overhead costs involved in running the practice, as well as to optimize profitability
Schedule for higher production figures first, then schedule the shorter or less productive visits in such a manner as not to overburden the staff. Often the less complicated procedures can be staggered in between lengthier procedures to allow the patient several rest breaks through the procedure.
Scheduling Special-Needs Patients Special-needs patients include, but are not limited to, known dental phobics, hyperactive children, patients with bleeding disorders, physically or mentally handicapped individual, elderly patients who require assistance, patients with heart conditions, patients who require premedication for management of anxiety or prevention of endocarditis and patients who require general anesthesia or conscious sedation
Elderly patients, homemakers, and retired patients who are available during daytime hours should be scheduled to fill times during the day that are most difficult to fill. Young children should be scheduled in the morning as they are at a lowered activity level and generally more cooperative. Diabetic patients should be scheduled early in the morning when their insulin levels tend to be more stable.
Dental Emergency Patients In most true dental emergency situations (jaw fracture, tooth avulsion), patients are taken to the hospital emergency room for treatment and/or referral to an oral surgeon or other specialist. Occasionally, however, individuals call the office requiring treatment related to pain, swelling, or a lost or broken prosthesis or restoration. Most practices are committed in treating all emergency patients regardless of inconvenience to the dentist or the patients ability to pay
Scheduling Dental Emergency Patients In most practices, emergency visits are palliative only, which means the dentist treats only the immediate source of the pain or nature of the problem (such as recementing the crown) and reappoints the patient at another time for a complete examination, diagnosis and treatment plan. Some practices have a specific (buffer) time reserved in their daily schedules to accommodate routine emergences. These times are often just before or after lunch or at the end of the day.
Scheduling for Patients Availability A significant key to practice building is providing availability of convenient appointment time for patients. Some practices ask patients on the New Patient Registration Form for their preference of convenient appointment times. Some practices pick two open times in the appointment schedule and offer the patient a choice.
Series of Appointments When a series or sequence of planned treatments is indicated, some dentists prefer that the patient be scheduled for all appointments at the outset of treatment. When patients are scheduled for multiple appointments, some offices also set up payment schedules to correspond to the planned treatment visits for patient to pay-as-as-they-go
Late Patients Occasionally, patients cannot help being detained and thus arrive late for their appointments. Unfortunately, this may require the necessity to either (1) reschedule the patient, (2) provide less than the planned time for the treatment that day to keep on schedule, and (3) to delay subsequent patients treatment.
No-Show Patients Patients who fail to keep confirmed appointments are commonly referred to as no-shows. Failing to keep an appointment is sometimes called a disappointment. Cancellations and broken appointments result in lower productivity and lost revenue
Scheduling Late and No-Show Patients Recognize patients who chronically arrive late for appointments or no-show patients. 1. Schedule them later of the day 2. Inform them that their appointments are 10-15mins earlier than the actual treatment. 3. Double-book chronically late patients
How to Reduce No Shows 1. Try not to book patients weeks in advance 2. Emphasize the need to notify the office of a cancellation 3. Convey a time is valuable attitude to patients 4. Confirm appointments 24 hours in advance 5. Keep a list of patients who prefer an earlier appt than the one currently scheduled and can come to the clinic within an hour. Use this to fill cancellation gaps 6. Charge for a failed appointment cancellation fee
Appointment Confirmation Once an appointment or a series of appointments has been established it becomes vital that the office contact patients to confirm their scheduled appointments. This most often occurs the day before the appointment via a telephone call. Early mornings and later afternoon and evenings are the most effective time to reach patients at home to confirm their appointments.
Recall Appointments Recall Appointments are a vital lifeline in sustaining the growth and productivity of the practice. Recall Program means once a patient has completed current necessary treatment, he or she will be recalled to the practice in the future for the next oral examination, prophylaxis or subsequently required radiographs or treatment. 85% return rate of recall patients scheduled is successful.
Recall Appointments In most practices, recall duration is six months. For some patients with periodontal conditions, this period may be every three to four months. Two methods of recalling patients: 1. By prebooking 2. By notifying the patient thru mail or phone
By Prebooking Patients recall notice is filed six months from the date of completed treatment, using tabs By Notification The patient will be notified when the next recall appointment is due by mail or phone.
MONDAY March 3, 2008 TUESDAY March 4, 2008 OP 1 OP 2 OP 1 OP 2 8.00 PINEDA, J. Ortho ALBA, A OD. OP* ALBA, A CO Filling VAILOCES, T Bleaching 8.30 9.00 MANUEL, G OS ALBA, L OD, OP* 9.30 SIA, S. Suture Removal 10.00 VAILOCES, T OP, Filling APO meeting 10.30 LUARCA, M OP ALBA, T OD, OP* LABAY, P Recement
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APPOINTMENTS.pdf

  • 2. Appointment Scheduling Scheduling is an essential business function of every successful dental practice. It will determine the profitability of the practice, the quality of the care provided, the emotional and well-being of the dentist and clinical staff and the convenience and health of the patients.
  • 3. Appointment Book Can be manual or software Receptionist is in charge of appointment control a. Recalls pts on schedule b. Reminds pts a day in advance of scheduled appts c. Fills times in which appts have been cancelled d. Provides staff with a daily schedule
  • 4. Scheduling should be week-at-a-glance and feature one column per operators chair. Mon Tue Wed Thur Fri Sat 9.00 9.30 10.00 10.30 11.00 11.30
  • 5. Scheduling will depend on: (1) The dentists preference (2) The production goal (3) Needs of the patients (4) Availability of the patient
  • 6. Scheduling for the Dentists Preference The first consideration in appointment scheduling is the dentists preference Most practitioners prefer to perform demanding procedures, such as impactions, implants, and crown and bridges cases early in the day where they are rested and alert. Oral surgery cases performed in the office under GA are scheduled early in the morning because they require the patient have nothing by mouth for 8hrs preceding the surgery
  • 7. Scheduling to Meet Production Goal A second consideration in appointment scheduling is the practices requirement to meet production goals in the form of cash flow. Production-scheduling decisions must follow the practices strategies to generate adequate daily revenues to cover the overhead costs involved in running the practice, as well as to optimize profitability
  • 8. Schedule for higher production figures first, then schedule the shorter or less productive visits in such a manner as not to overburden the staff. Often the less complicated procedures can be staggered in between lengthier procedures to allow the patient several rest breaks through the procedure.
  • 9. Scheduling Special-Needs Patients Special-needs patients include, but are not limited to, known dental phobics, hyperactive children, patients with bleeding disorders, physically or mentally handicapped individual, elderly patients who require assistance, patients with heart conditions, patients who require premedication for management of anxiety or prevention of endocarditis and patients who require general anesthesia or conscious sedation
  • 10. Elderly patients, homemakers, and retired patients who are available during daytime hours should be scheduled to fill times during the day that are most difficult to fill. Young children should be scheduled in the morning as they are at a lowered activity level and generally more cooperative. Diabetic patients should be scheduled early in the morning when their insulin levels tend to be more stable.
  • 11. Dental Emergency Patients In most true dental emergency situations (jaw fracture, tooth avulsion), patients are taken to the hospital emergency room for treatment and/or referral to an oral surgeon or other specialist. Occasionally, however, individuals call the office requiring treatment related to pain, swelling, or a lost or broken prosthesis or restoration. Most practices are committed in treating all emergency patients regardless of inconvenience to the dentist or the patients ability to pay
  • 12. Scheduling Dental Emergency Patients In most practices, emergency visits are palliative only, which means the dentist treats only the immediate source of the pain or nature of the problem (such as recementing the crown) and reappoints the patient at another time for a complete examination, diagnosis and treatment plan. Some practices have a specific (buffer) time reserved in their daily schedules to accommodate routine emergences. These times are often just before or after lunch or at the end of the day.
  • 13. Scheduling for Patients Availability A significant key to practice building is providing availability of convenient appointment time for patients. Some practices ask patients on the New Patient Registration Form for their preference of convenient appointment times. Some practices pick two open times in the appointment schedule and offer the patient a choice.
  • 14. Series of Appointments When a series or sequence of planned treatments is indicated, some dentists prefer that the patient be scheduled for all appointments at the outset of treatment. When patients are scheduled for multiple appointments, some offices also set up payment schedules to correspond to the planned treatment visits for patient to pay-as-as-they-go
  • 15. Late Patients Occasionally, patients cannot help being detained and thus arrive late for their appointments. Unfortunately, this may require the necessity to either (1) reschedule the patient, (2) provide less than the planned time for the treatment that day to keep on schedule, and (3) to delay subsequent patients treatment.
  • 16. No-Show Patients Patients who fail to keep confirmed appointments are commonly referred to as no-shows. Failing to keep an appointment is sometimes called a disappointment. Cancellations and broken appointments result in lower productivity and lost revenue
  • 17. Scheduling Late and No-Show Patients Recognize patients who chronically arrive late for appointments or no-show patients. 1. Schedule them later of the day 2. Inform them that their appointments are 10-15mins earlier than the actual treatment. 3. Double-book chronically late patients
  • 18. How to Reduce No Shows 1. Try not to book patients weeks in advance 2. Emphasize the need to notify the office of a cancellation 3. Convey a time is valuable attitude to patients 4. Confirm appointments 24 hours in advance 5. Keep a list of patients who prefer an earlier appt than the one currently scheduled and can come to the clinic within an hour. Use this to fill cancellation gaps 6. Charge for a failed appointment cancellation fee
  • 19. Appointment Confirmation Once an appointment or a series of appointments has been established it becomes vital that the office contact patients to confirm their scheduled appointments. This most often occurs the day before the appointment via a telephone call. Early mornings and later afternoon and evenings are the most effective time to reach patients at home to confirm their appointments.
  • 20. Recall Appointments Recall Appointments are a vital lifeline in sustaining the growth and productivity of the practice. Recall Program means once a patient has completed current necessary treatment, he or she will be recalled to the practice in the future for the next oral examination, prophylaxis or subsequently required radiographs or treatment. 85% return rate of recall patients scheduled is successful.
  • 21. Recall Appointments In most practices, recall duration is six months. For some patients with periodontal conditions, this period may be every three to four months. Two methods of recalling patients: 1. By prebooking 2. By notifying the patient thru mail or phone
  • 22. By Prebooking Patients recall notice is filed six months from the date of completed treatment, using tabs By Notification The patient will be notified when the next recall appointment is due by mail or phone.
  • 23. MONDAY March 3, 2008 TUESDAY March 4, 2008 OP 1 OP 2 OP 1 OP 2 8.00 PINEDA, J. Ortho ALBA, A OD. OP* ALBA, A CO Filling VAILOCES, T Bleaching 8.30 9.00 MANUEL, G OS ALBA, L OD, OP* 9.30 SIA, S. Suture Removal 10.00 VAILOCES, T OP, Filling APO meeting 10.30 LUARCA, M OP ALBA, T OD, OP* LABAY, P Recement