Effective appointment scheduling1. Objectives – to understand: Why effective scheduling is important How automated scheduling helps with effective appointment
Objectives to understand: Why effective scheduling is important
How automated scheduling helps with effective appointment
scheduling Why clients cancel appointments Client education
Appointment scheduling policies and procedures How to eliminate
no-shows and cancellations Effective appointment scheduling2
Slide 3
Why is Effective Appointment Scheduling important? The
appointment schedule is the central focus of all dental offices.
Effective management of the appointment schedule drives the
productivity and profitability of the practice. Effective
appointment scheduling3
Slide 4
Why is Effective Appointment Scheduling important? If the
appointment schedule is not filled: the costs of running the
practice increase (overhead expenses rise); cancellations that
cannot be filled result in a lost opportunity to increase revenue;
the practice is not reimbursed for the direct costs of
cancellations e.g. wages and rent. Effective appointment
scheduling4
Slide 5
Question: Identify one reason why effective scheduling is
important. Effective appointment scheduling5
Slide 6
Automated scheduling The use of automated scheduling enhances
the offices ability to: schedule appointments; evaluate client
management information; identify areas for improvement in services;
provides opportunities to identify appropriate allocation of
appointment times. Effective appointment scheduling6
Slide 7
Software programs Most schedulers should be able to provide
tracking information on: Numbers - number of cancellations Reasons
reasons for cancellations Success - success of the continuing care
program Timeliness - percentage of appointments that begin and end
on time Usage - use of the operatories (treatment rooms) Effective
appointment scheduling7
Slide 8
Software programs Most schedulers should be able to provide
tracking information on: Length - length of procedures for dental
providers Average time- total average time required for each
procedure Effectiveness - effectiveness of confirmations Types -
types of appointments scheduled Unused time - Downtime, or unused
chair time Effective appointment scheduling8
Slide 9
Question: What do you think are the most common reasons clients
change or cancel appointments? Effective appointment
scheduling9
Slide 10
Most common reasons clients change or cancel appointments They
forgot. They dont see why the appointment is important. They are
concerned about the costs. They are scared. They are unsure of how
long the appointment will take. They are new and therefore have no
relationship with the staff so do not feel guilty about cancelling.
Effective appointment scheduling10
Slide 11
Client Education The clinical team must make sure that, before
the client leaves the office, they are aware of: The value of the
care they received and why it is important The next steps in the
treatment plan The advantages of proceeding with the recommended
treatment Risks and consequences of not receiving treatment The
expected cost associated with the treatment Time frame in which the
appointments need to occur Effective appointment scheduling11
Slide 12
Client education continued Therefore before clients leave the
office, they should have a tangible commitment to return for
ongoing care. Schedule the next appointment and educate clients
about: the importance of keeping the appointment; the value of the
care. When clients agree and commit to a specific time to return,
they are more likely to honour the commitment. Effective
appointment scheduling12
Slide 13
Question: What should clients be educated about? How will this
help to reduce cancellations? Effective appointment
scheduling13
Slide 14
Appointment scheduling policies and procedures The appointment
scheduling policy should begin with a policy statement which is
then followed by step by step procedures. Policy rationale: The
appointment schedule is the central focus of the dental clinic.
Control of the schedule will be maintained through effective
scheduling techniques. This will maximize efficiency yet minimize
stress. All clients will have a tangible commitment to return.
Effective appointment scheduling14
Slide 15
Appointment scheduling procedures things to consider
Confirmations Handling no shows and cancellations Verbal skills for
offering appointments Tracking unscheduled treatment for each
dental provider Treating Emergency Clients Block Scheduling Time
Management Late Clients Effective appointment scheduling15
Slide 16
Appointment scheduling procedures- Confirmations All scheduled
appointments should be confirmed. However, when communicating with
the client do not use the word confirm as this implies the
appointment was not firm to begin with. The dental assistant can
say I am calling about your appointment with Dr. David tomorrow at
10:00 am, I just wanted you to know we will have everything ready
for you. We look forward to seeing you. Effective appointment
scheduling16
Slide 17
Appointment scheduling procedures- Confirmations contd If a
message must be left on an answering machine the dental assistant
should identify him or herself and ask the client to call the
office. Due to privacy laws the date and time of the appointment
should not be included in the message. If a message is left the
appointment should not be considered a confirmed appointment.
Effective appointment scheduling17
Slide 18
Appointment scheduling procedures- Handling no shows and
cancellations Cancellations are discouraged and should be followed
up immediately. If a client cancels the dental assistant should
call the client within 5 minutes of the cancellation. Effective
appointment scheduling18
Slide 19
Appointment scheduling procedures- Handling no shows and
cancellations contd If the reason is because of an unusual
circumstance the client should be rescheduled for the next
available date and time. If the reason is a one time occurrence the
client should be rescheduled for the next available date and time.
Effective appointment scheduling19
Slide 20
Appointment scheduling procedures- Handling no shows and
cancellations contd If the client can be reached by telephone the
dental assistant should: Express concern e.g. Mr. Smith, I was
worried about you. Is something wrong? We are waiting for you? Try
to help the client commit to another appointment If the client
cannot be reached by telephone a letter should be sent immediately.
Effective appointment scheduling20
Slide 21
Appointment scheduling procedures- Handling no shows and
cancellations contd IMPORTANT: the reappointments of no-show
clients and last minute cancellations should occur during hours
that represent slow time or downtime. Effective appointment
scheduling21
Slide 22
Appointment scheduling procedures- Cancellations Appointment
cancellations=lost revenue. Practice owner still has to pay rent,
electricity, wages etc. If there is no revenue then the practice
cannot achieve its targets. 1 or 2 cancellations per day may not
sound like much but it equals to a lot of lost revenue. (2
cancellations per day = $50,000 per year lost revenue) Effective
appointment scheduling22
Slide 23
Appointment scheduling procedures- Cancellations contd The
Dental Office Assistant MUST: determine why clients are cancelling;
examine how cancellations are being handled. Cancellations may be
avoided by TRAINING everyone involved in scheduling clients in the
policy and procedures of the office. Effective appointment
scheduling23
Slide 24
Appointment scheduling procedures- Verbal skills for offering
appointments Instead of asking the client when they would like to
come in, say: The doctor can see you on Tuesday at 10:00 am or 2:00
pm, which would you prefer? Avoid using the word cancellation, say:
There has been a change in out schedule, and I thought of you.
Effective appointment scheduling24
Slide 25
Appointment scheduling procedures- Verbal skills for offering
appointments contd If the schedule is full do not say there is
nothing at that time or the office is booked, instead say: That is
a very popular time and we book well in advance. Our first
available opening is on . If the clinic is closed do not say we are
not working that day, instead say: I am sorry we will not be seeing
clients that day. Effective appointment scheduling25
Slide 26
Appointment scheduling procedures- Tracking unscheduled
treatment for each dental provider Tracking all treatment that has
been recommended but not yet scheduled helps measure scheduling
effectiveness. If there are short notice cancellations or no shows
the DOA can run off a list of unscheduled treatment and begin
calling clients. Effective appointment scheduling26
Slide 27
Appointment scheduling procedures- Tracking unscheduled
treatment for each dental provider How to do it: 1) Run off a list
of active clients for each provider. 2) If the client cannot be
reached by telephone and more than one attempt has been made, enter
the information into the clients record and generate a treatment
required letter. 3) Do not put the client into inactive status
unless the client has specifically responded to the letter.
Effective appointment scheduling27
Slide 28
Appointment scheduling procedures- Tracking unscheduled
treatment for each dental provider How to do it contd 4) Look at
each clients clinical history- If the client has been seen in the
past 6 months do not call If the client is overdue for an
appointment, highlight his or her name and pull the chart. Call for
a continuing care appointment. If the client requires restorative
work, show the chart to the dentist. Is there any other treatment
that the client requires? Enter the treatment plan onto the
computer. Call the client to schedule the appointment e.g. Mrs.
Khan this is Darsiga from Davids Dental Center. Dr. David has
reviewed your chart and asked me to call you to schedule your
appointment for Effective appointment scheduling28
Slide 29
Appointment scheduling procedures- Treating Emergency Clients
Sound judgment is needed when scheduling clients for emergencies.
Many offices will schedule a 15 min buffer zone to be used for
emergencies. Most dental emergencies are not life threatening,
however if the client is in pain it is an emergency to him or her.
Effective appointment scheduling29
Slide 30
Appointment scheduling procedures-Treating Emergency Clients
Questions to ask To decide whether it is an emergency (client
should come in immediately) or an urgency (client can wait until
the next opening) the DOA should ask: 1) Describe the discomfort
and location if the discomfort is dull and at a non-specific
location, schedule the appointment at the next time slot. -if the
discomfort is localized, acute with rapid onset and severe
symptoms, consider an emergency. Tell the client to come to the
office immediately. Effective appointment scheduling30
Slide 31
Appointment scheduling procedures- Treating Emergency Clients
Questions to ask contd 2) Do you have a fever? - A fever is a sign
of inflammation. If the client has fever, pain and swelling it is
an emergency. Tell the client to come in to the office immediately.
Effective appointment scheduling31
Slide 32
Appointment scheduling procedures- Treating Emergency Clients
Questions to ask contd 3) Has there been a trauma to the mouth If
so, please describe it -if a tooth has been knocked out or has been
fractured it is an emergency. -advise the client to control the
bleeding by applying and maintaining direct pressure. -transport
the tooth wrapped in a wet cloth or in a glass of milk. Do not
rinse the tooth. Effective appointment scheduling32
Slide 33
Appointment scheduling procedures- Treating Emergency Clients
Questions to ask contd 4) Do you experience sensitivity to heat or
cold? If so, which is the most severe? -Sensitivity to heat can
indicate an infection is present. - Sensitivity to cold may be
because of an irritant such as a loose or cracked filling. -
Schedule the appointment as soon as possible. - Tell the client not
to apply heat or take aspirin - If swelling and/or fever is present
consider as a dental emergency tell the client to come in the
office immediately (the tooth could be abscessed). Effective
appointment scheduling33
Slide 34
Appointment scheduling procedures- Block Scheduling Block
scheduling may help the practice meet the overall production goals.
When done effectively the practice is more productive and will have
fewer interruptions in work activity. However, as with any
scheduling system, block scheduling should not be rigid.
Flexibility should be exercised. Effective appointment
scheduling34
Slide 35
Appointment scheduling procedures- Block Scheduling contd
Blocking appointments is the process of dedicating a fixed time in
the production schedule during which the practice will strive to
book complex, lengthy, or higher revenue treatments. E.g. every
Monday reserved for crown and bridge preparations. Because these
treatments represent a higher potential for revenue, blocking is a
scheduling target for performing the type of treatments that will
help the practice achieve its financial targets. Effective
appointment scheduling35
Slide 36
Appointment scheduling procedures- Time Management If the
dentist is running late, the DOA should tell the client that the
dentist has been delayed and approximately how long the delay will
be. Clients who are made to wait for a long time may feel ignored
and become angry and impatient. Effective appointment
scheduling36
Slide 37
Appointment scheduling procedures- Time Management contd If the
client is acknowledged and thanked, they will be more willing to
wait if there is a minor delay. If it is impossible for the client
to wait, offer to reschedule the appointment and apologize for the
inconvenience. Respecting the clients time encourages the client to
respect the dentists time. Effective appointment scheduling37
Slide 38
Appointment scheduling procedures-Late Clients Important to
remind clients about the importance of keeping scheduled
appointments. If the client arrives few minutes late through no
fault of his or her own it is courteous to try to see the client.
Effective appointment scheduling38
Slide 39
Appointment scheduling procedures- Late Clients contd If the
client arrives 30 or more minutes late, the client should be
assigned a new appointment time. If the client wishes to stay for
the appointment it should be clarified that it may not be possible
to complete the treatment and the client may have to return.
Effective appointment scheduling39
Slide 40
Question: To schedule appointments effectively what should be
considered? Effective appointment scheduling40 Appointment
scheduling procedures things to consider
Slide 41
Keys to maintaining a productive appointment schedule
Dedication, commitment and superb communication skills. A complete
analysis of the dental practice to determine the potential for
financial productivity. Set productivity goals to maximize
production yet minimize stress for the dental providers and
clients. Effective appointment scheduling41
Slide 42
How to eliminate no-shows and cancellations forever (adapted
from the Journal of the Canadian Dental Association by Sandie
Baillargeon) Dental staff assume that if clients are educated they
will not cancel but this is not so after all people know cigarettes
and lots of sugar is not good but they still have it right? So
education is only one step. It takes more than education, it takes
commitment to action. Effective appointment scheduling 42
Slide 43
How to eliminate no-shows and cancellations forever (adapted
from the Journal of the Canadian Dental Association by Sandie
Baillargeon) If a client calls to cancel make a big deal out of it.
Hear him or her out then say Oh Will you hold for a moment while I
get your chart? Or say I need to speak with the dentist will you
hold for a moment while I get your chart Effective appointment
scheduling 43
Slide 44
How to eliminate no-shows and cancellations forever (adapted
from the Journal of the Canadian Dental Association by Sandie
Baillargeon) Look at 3 things on the chart: 1) The clients
condition 2) The treatment 3) Why they are having it done Now you
have all the important information, the client has had time to
think about it AND the client thinks you have discussed this with
the dentist. and no one wants to make the dentist mad. Effective
appointment scheduling 44
Slide 45
How to eliminate no-shows and cancellations forever (adapted
from the Journal of the Canadian Dental Association by Sandie
Baillargeon) The client has had time to understand that the
appointment is important and thinks that you have discussed it with
the doctor so it is now a big deal and keeping the appointment will
become more important. No one wants to make the dentist mad. Make
it hard for clients to do what you dont want them to do but dont
quote policy make them see what is in it for them. Effective
appointment scheduling 45
Slide 46
How to eliminate no-shows and cancellations forever (adapted
from the Journal of the Canadian Dental Association by Sandie
Baillargeon) No-shows: call the client within the first 5 minutes
we are all waiting for you..you are important to us Late clients:
only see them if the reason why they are late is one that was out
of their control and only if it does not interfere with the next
appointment. Effective appointment scheduling 46
Slide 47
How to eliminate no-shows and cancellations forever (adapted
from the Journal of the Canadian Dental Association by Sandie
Baillargeon) New clients: they dont know you, they are anonymous.
To avoid this call them before the appointment, introduce yourself
and say for e.g. Thank you for choosing Davids Dental Centre we
look forward to meeting you tomorrow, Is there anything we can do
to make your visit more comfortable? If an appointment has to be
rescheduled, reschedule during usual downtime or at a time less
convenient to the client (must send a message that no shows or
lateness is unacceptable). Effective appointment scheduling 47
Slide 48
Communication, communication, communication Effective
appointment scheduling 48 Dramatic changes can occur with just some
minor changes in how you communicate with your clients. How to
eliminate no-shows and cancellations forever (adapted from the
Journal of the Canadian Dental Association by Sandie
Baillargeon)
Slide 49
Effective Appointment Scheduling- Summary Ensure appointments
are confirmed. Follow a procedure for handling no shows, latecomers
and cancellations. Avoid these by reminding clients of their
appointments, educating clients about the importance of the
appointment, ensuring they have all relevant information e.g.
length of appointment, cost etc. With new clients, establish a
relationship before their first visit. Track unscheduled
treatments. Effective appointment scheduling 49
Slide 50
Effective Appointment Scheduling- Summary Have a procedure to
determine emergencies. Do block scheduling of high revenue
treatments. Manage time be sure there is enough time scheduled
between each appointment. Communicate with clients if there in a
delay. Dont book more than 3 weeks in advance. Analyze the dental
practice to determine reasons for lost revenue, the potential for
financial productivity. Last but not least, set productivity goals.
Effective appointment scheduling 50