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DA117 Practice Management

Appointment Management Systems

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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

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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

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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

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Other blocked off times

• Holidays• Staff meetings• Practice hours• Vacations

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Buffer Time

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

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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?

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Young Children

Early Morning usually betterConsider nap and meal timesAfter school hours most popular

times

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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

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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

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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

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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.

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Drop ins – Walk ins

• If emergency – patient should be seen

• If routine appointment, explain the office sees patient by appointment and schedule appointment

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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

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Dove-tailing

• AKA – double booking• Usually simple procedures – i.e.

suture removal, impressions, emergency appointment if buffer time is full

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Establishing a time

• Avoid open ended questions• Ask patient – What day, and what

time of day? • This helps find a compatible time

quicker.

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These booking appointment rules apply regardless if booking on

paper or computers.