Newsletter Archives 2012 Newsletters Taking A Cancellation - Sep 2012 A few - like this one - will have a monstrous effect. It states that all cancellations are rescheduled the same day. Monday Morning Review - Aug 2012 Ten minutes of your Monday morning meeting are dedicated to a review of key barometers of the prior week. "Is Everyone in the Family Scheduled?" - Jul 2012 This is for the staff member that checks patients out. It tells this person: Is anyone else in this family overdue? Hygiene "I'll Take Care Of It" - Jun 2012 A myriad of things happen during a hygiene recall visit that require follow-up. Unanticipated Hygiene Break - May, 2012 This is a system to maximize the possibility of filling an unexpected hygiene break. "In Over Your Head with a Difficult Extraction" - Apr, 2012 This is a clinical protocol. If you're struggling with an extraction over 45 minutes. Exit Interview - Mar, 2012 This protocol states that each week the new patient coordinator will randomly select fifty percent of the patients completing their work and conduct a brief exit interview. An exit interview log is kept for all interviews and reviewed weekly at the Monday morning meeting as well as at the monthly meeting. Coming Up for Air - Feb, 2012 When possible, recommend to a patient who just had recent work, who may have completed a quadrant of care last year to take a breather - a break. Even when they have obvious need (not pain) for further care. Afternoon Business Meeting - Jan, 2012 This states that each day - not once in a while - your front desk team will meet for five minutes to "regroup". 2011 Newsletters Hygiene Patient Is Over 20 Minutes Late. When to see them (and when not to). I'm Not Feeling So Well... Over the course of your career, you are going to seat someone in hygiene or in the operatory who will tell you they wish they had rescheduled. Often, the front desk - with good intention - will save an appointment... Going With the Flow... It's far more effective to go along with the patient's resistance than to fight it. Don't push your treatments if you meet resistance. Prepare to show the patient at the actual visit why you have recommended a procedure. Picking Up Additional Work As soon as a procedure becomes more involved than anticipated, it is the chair-side assistant's immediate responsibility to inform the front desk of the estimated additional time needed to complete the procedure. The front desk staff will then activate the needed protocol to adjust the schedule. "Can I Have Your Opinion?" This protocol encourages staff members to have dialogue with patients. Ten Thing We Don't Say... We create more problems than we know just by the language that we use. Front Desk "Step Back And Look!" This protocol challenges this staff member as the schedule is coming together to "step back" and consider "is this going to work?" Handling Disgruntled Patients Oh, I know it never happens to you, but in the event that a patient becomes "negative" in any way... Leaving a Message This one applies to confirming hygiene recall patients. It mandates that leaving a message on a machine or with a child is not a confirmation of an appointment. "I've Changed My Mind on Wanting This Treatment" In the course of a career, you will have patients make a commitment to a treatment plan. This protocol states that you embrace the mentality to assist them out of the commitment. Written List of Expectations Ever get tired of hearing, "The job wasn't what you said it would be"? Lack of clear job expectations is a primary source of lost employees. We Really Like You, But Can't Afford to Stay with You - Jan 2011 This protocol sets up guidelines as to when to "save" a patient. Read more to see how it works. 2010 Newsletters Remember Nordstrom - Dec 2010 This protocol speaks to the entire staff. It states that you are free in virtually every situation to use your own best judgment for the good of the practice without fear of making a mistake. It is the doctor's job to teach the guidelines. The 120-Day Rule - Nov 2010 When we are unsure as to whether to institute a change in office policy or structure, we always ask the question: "Could this ruin us in four months?" Accountability - Oct 2010 Employees are to own a notebook in which the written lists of jobs, and all reports and notes relevant to the position are kept. Front Desk Business Financial Meeting - Sept 2010 The topic of discussion for this meeting is to cover any and all financial issues for patients on the current day's schedule Certified Letter - Aug 2010 This protocol tells the front desk staff member in charge of scheduling to send both a certified and regular mail letter to a patient that has broken two consecutive appointments that involve treatment... New Patient Phone Call - Jul 2010 There may be no more important protocol in "The Protocol Book" than the new patient phone call. Bi-Annual "Rambo" Purge - Jun 2010 Set two dates per year that the entire team (as in everyone) will dedicate a four-to-six-hour marathon to purge the chart room. 21 Years or Younger - May 2010 This protocol states that a patient who is 21 years old or younger and is seeking an appointment for more than routine needs must be accompanied by a parent or must inform the office where to locate their parent via phone during the appointment. Start of the Day - Apr 2010 One staff member is assigned to arrive at the office one hour before operations (this will be well worth the additional salary or hourly wage) to insure that we get off to the best start possible. One Hour Before You Practice - Mar 2010 This protocol is for the "doc." It states that you'll arrive at the office to take care of all the stuff involved in running a practice that doesn't involve production, one hour before patients. Morning Meeting - Feb 2010 The ENTIRE staff will be prepared to meet 25 minutes before the first scheduled patient to complete the 13 items of the morning meeting agenda. Temporary Is Out - Jan 2010 New -- or even experienced -- front desk staff members don't always have clear guidelines on what's urgent and what is not when it comes to recementation. Patient compliants and inconveniences can be greatly reduced by implementing this protocol. One Hour a Day Open - Dec 2009 This is huge. It mandates that the appointment coordinator leaves one hour per day in the doctor's schedule for potential emergencies. The hour can vary but it's 12:00pm or later. Husband and Wife - Nov 2009 When a new patient calls and indicates significant needs, the new patient coordinator will say the following: "Let me ask you, Mary, when you make significant decisions about medical or dental care, do you make them on your own or with your husband?" Join our Mailing List!