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 systems Level 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

Overlapping

Ideal Day Productive Scheduling: What is your Doctor’s Ideal Day? Crowns/ Rcts Crowns/ Rcts Crowns/ Rcts Holiday Vacation New Patient New Patient New Patient Emergency Fillings/ Crown Seats Fillings/ Crown Seats Fillings/ Crown Seats

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! Common Words Use Instead Cancellation Cancellation List Confirm or Remind Pain X-ray No Changes or Openings Priority Call List Calling in Regard to… Discomfort Film or Picture I 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/Discomfort20 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 14 th at 8:20 or Thursday, September 17 th 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 25 th 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 13 th at 8:00am. Please call us back to confirm at ”

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 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 If you are calling change or reschedule an existing appointment for Tuesday, please call Dr. Smith at home at ” (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 ”

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

Motivational Speaker and Consultant to Dental Teams