CDA Practice Support Center A Day in the Life of a Dental Practice Real Problems and Practical Solutions Katie Fornelli Practice Analyst CDA 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 Call Proactive 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 Tx Follow-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 2 nd or 3 rd 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”

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