|
Protocol # 60 (Excerpt from "The Protocol Book")
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.
This patient will have to be called back later in the day (usually after 5 pm). Or at work. Or that evening by one of the staff. A confirmation is simply not a confirmation until a staff member speaks to an adult.
Rationale
 If you don't know it yet, you will find out that hygiene is one of the more lucrative departments that you operate. You should work extra hard to maintain full schedules. You should work extra hard to decrease hygiene down time. Part of doing this includes not settling for a confirmation process that "goes through the motions." If you have a high rate of recall breaks, I'd suggest you have a heart-to-heart with the staff member that confirms appointments. Keep it proactive. Instruct the entire front desk the importance of getting all numbers (including a cell phone) to confirm a patient. Make it clear the allowance of confirming at work - unless the patient has asked you not to call there. Yes, you will run the risk of ticking off a patient. Most patients won't leave you because you over-confirm them (two in 12 years). The upside is too worthy not to execute this protocol.
|
One-on-One Coaching
with Dr. Rasner
Where will YOUR practice be this time next year? 
Will you be stuck in 'horizontal growth' mode?
Want to create
your breakthrough year
and the practice you love?
REALIZE YOUR DREAM
with One-on-One Coaching for you and a staff member... in Dr. Rasner's office! Schedule your
complimentary consultation
today!
800-337-8435
|
