1 DA117 Practice Management Appointment Management Systems

2 Appointment Book List of all scheduled patients and events for the dentist and staff Appointment control is used for –Maximize productivity –Reduce staff tension –Maintain concern for patient’s needs List of all scheduled patients and events for the dentist and staff Appointment control is used for –Maximize productivity –Reduce staff tension –Maintain concern for patient’s needs

3 Paper Appointment Book Printed with or without dates One or more column for each operator Days divided in time increments called units, usually 15 or 10 minute intervals Being phased out by most dental offices – going to computer software scheduling Printed with or without dates One or more column for each operator Days divided in time increments called units, usually 15 or 10 minute intervals Being phased out by most dental offices – going to computer software scheduling

4 Appointment Matrix The framework around which the appointment book is made Completed before new appointment book is used Example – Lunch is from 12:00 – 1:00 everyday so this time is blocked to avoid scheduling patients during this hour The framework around which the appointment book is made Completed before new appointment book is used Example – Lunch is from 12:00 – 1:00 everyday so this time is blocked to avoid scheduling patients during this hour

5 Other blocked off times Holidays Staff meetings Practice hours Vacations Holidays Staff meetings Practice hours Vacations

6 Buffer Time Small amount of time set aside for emergencies. Usually 20 min and the same time everyday

7 Scheduling Factors to consider The Emergency Patient –Determine level of emergency by triage questions –How long has there been pain –Hot, cold, pressure sensitive –Any swelling? The Emergency Patient –Determine level of emergency by triage questions –How long has there been pain –Hot, cold, pressure sensitive –Any swelling?

8 Young Children Early Morning usually better Consider nap and meal times After school hours most popular times Early Morning usually better Consider nap and meal times After school hours most popular times

9 Older Adult Patient Require special attention May be slower due to disabilities Consider health issues when scheduling – i.e.: Diabetes If retired, don’t give late in the day or early morning appointments Require special attention May be slower due to disabilities Consider health issues when scheduling – i.e.: Diabetes If retired, don’t give late in the day or early morning appointments

10 Prime Time Most frequently requested by patients – after 3:00 or first in the morning. Usually fill up first. Offer to put patient on a Cancellation list will call if something opens before their scheduled appointment Most frequently requested by patients – after 3:00 or first in the morning. Usually fill up first. Offer to put patient on a Cancellation list will call if something opens before their scheduled appointment

11 Habitually late patient Try to accommodate if time allows Can confirm 15 minutes early – Appointment is at 9:00 but patient is told 8:45 If the office wants patients on time, the office must be on time Try to accommodate if time allows Can confirm 15 minutes early – Appointment is at 9:00 but patient is told 8:45 If the office wants patients on time, the office must be on time

12 Patient arrives on the wrong day Determine the cause of the error If patient is at fault explain politely but accommodate if schedule allows If office is at fault the patient should be seen. Determine the cause of the error If patient is at fault explain politely but accommodate if schedule allows If office is at fault the patient should be seen.

13 Drop ins – Walk ins If emergency – patient should be seen If routine appointment, explain the office sees patient by appointment and schedule appointment If emergency – patient should be seen If routine appointment, explain the office sees patient by appointment and schedule appointment

14 Broken appointments – no show Always document Habitual patients need to be told of the effect on their treatment if this continues Doctor will decide if treatment is to be continued Always document Habitual patients need to be told of the effect on their treatment if this continues Doctor will decide if treatment is to be continued

15 Dove-tailing AKA – double booking Usually simple procedures – i.e. suture removal, impressions, emergency appointment if buffer time is full AKA – double booking Usually simple procedures – i.e. suture removal, impressions, emergency appointment if buffer time is full

16 Establishing a time Avoid open ended questions Ask patient – What day, and what time of day? This helps find a compatible time quicker. Avoid open ended questions Ask patient – What day, and what time of day? This helps find a compatible time quicker.

17 These booking appointment rules apply regardless if booking on paper or computers.