Clackamas Dental Consultant | Dental Practice Solutions

Steps to Crack the Cancellation Code

By: admin

December 11, 2018

The holidays are here, and your patients have a lot of tasks, parties and Christmas shopping to do before December 25^th.

The last thing they have on their mind is a dental appointment.

Cancellations are at all time high; call it a pandemic!

In a normal day at your office, how many patients call to change their dental appointment?
How many patients are calling on the day of their dental appointment to let you know they can’t be there?
How many of your patients flat out, don’t show for their dental appointment?

The holes in your schedule are costing you thousands of dollars each week and these dollars add up to hundreds-of-thousands-of-dollars annually. The lost revenue equals millions of dollars. during the lifetime of your dental practice.

Solutions

When you register for this 5-Day Free training you will view short videos of information you can implement right away.

Some of the important parts of reducing cancellations are:

Letting your dental patients know what you expect
Have a cancellation procedure in place
Procedure for voicemail messages
A system around value and benefits to your dental patients
What to say when patients DO call to “change their dental appointment

There is a wealth of information you can implement immediately when you do register for this free training.

You can’t lose. You only eliminate the holes in your dental schedule and lost revenue when you enroll now in the free training and implement what you learn over the next week.

Register for the Free 5-Day Training Here.

ABOUT DEBBIE SEIDEL-BITTKE, RDH, BS

CEO: Dental Practice Solutions

Debbie Seidel-Bittke is not only the CEO and founder of Dental Practice Solutions but she has been known for the past fifteen years as one of Dentistry Today’s Top Dental Consultants. She is the only consultant with expertise in growing the dental practice by implementing systems and processes to grow a dental hygiene department by Dentistry Today.

She has a background in academia as well as a former dental hygiene program director.

You will read many of her articles published in dental journals and she has spoken at most of the national dental conferences. She works with dental practices on a global level. Read more about her here.

Dental Consultant | The End of Year is Near. How to Get Dental Hygiene Patients to Return Now.

By: admin

August 8, 2018

The end of the year is near. In today’s blog you will read how to get your dental hygiene patients to return now.

Summer is coming to an end. The kids are going back to school. Parents are busy with work, back-to-school shopping and it seem there is not time to visit the dental office

Many of your dental patients haven’t scheduled necessary dental treatment for themselves or their family.

Most dental benefits will not roll over to the next year and that means you are wasting insurance benefits for your patients.

Now is the time to try and help your patients maximize their dental insurance coverage. Many of your patients are overdue for a routine hygiene appointment.

August is the best time to be looking over your list of overdue hygiene patients and also patients with outstanding treatment.

Every month of each year, plan a day to run a report of overdue hygiene patients. Mark your calendar to run this report the first week of each month.

At this point in the year, it is crucial to focus on contacting your overdue hygiene patients as well as get patients to return who have unscheduled treatment to complete.

How do you contact your patients?

It is important to contact your patients in a way that creates a quick response.

With today’s world of technology, you may notice that most people don’t pick up their phone (of not often), they don’t check their personal emails throughout the day and not many people go to their mailbox to pick up their mail each day.

We suggest that you have the ability to two-way text all of your patients.

To begin the two-way texting, you need to have the technology connected to your practice management software.

We recommend SolutionReach to our clients because not only does this company offer two-way texting, but you can add a link for your patients to click which will allow them to immediately schedule their appointment.

What does your text message say?

You will at the very least want to text all overdue patients with only a sentence that says, please call our office about your dental appointment.

We have found this works very well for patients to call your office and especially when they know they don’t have an appointment.

Once the patient does call they will most likely let you know, “I don’t have an appointment.”

Your response will sound like this:

“Mrs. Smith, please let me check your patient record to find out exactly what is happening here. May I put you on a brief hold? This will take me less than ten seconds to check.”

Most patients will be patient enough to wait a few seconds.

Here is the part that may be new to you.

The team of consultants at Dental Practice Solutions, teaches clients this acronym called, R2R.

What does R2R mean?

R2R means “Reason to Return.”

The R2R is a brief description each clinician writes on the last line of the patients record, each time the patient is seen in the office.

This means that the clinician has discussed, communicated, with their patient the reason why they need to return, and that reason will not only be a clinical reason but a benefit to the patient.

If the patient you just took a call from, has a clinical R2R note that states, Pt has bleeding gums, infection around all the back molars and heavy tartar build-up in lower front teeth. Pt has diabetes and I explained that treating gum disease will put a halt to the life-altering challenges of diabetes that can be prevented when their mouth is healthy.

Using the R2R. What to say to the patient.

Once your team of clinicians begin to use the R2R the person answering the phone call will always put a patient who calls about an appointment on a short hold while they check the R2R.

Now that your patient is on the phone, let them know that doctor (and you can include the hygienists’ who last saw the patient) is concerned about their health. Explain that last time they saw doctor and hygienist they had infection in their gums and this can make their diabetes worse which causes other serious health problems. Let the patient know it is extremely important to complete the gum treatment because now we know this will help improve their diabetes.

What do we do if we have not used the R2R?

If you are reading about the R2R for the first time, when you look at a patients’ record, there will not be an R2R and I suggest that you have each of your team members learn about this.

Please contact our office and a dental consultant on our team will be happy to provide a training for your team. We can offer AGD CE Credits if you like.

Steps to reactivate overdue hygiene patients:

Step 1. Run your reports

1. Run an overdue hygiene patient report for the past 6 or 12 months.
  1. If you don’t usually run this report monthly you will want to go back at least 12 months when you begin running this report.

Step 2. Send a text message

Use your patient engagement software (Ex. SolutionReach) to contact overdue hygiene patients
Your first text message should only say “Please call our office today about your dental appointment.”

Step 3. In one week for the patients who have not responded to your text message, send them an email.

In your email you can now include your scheduling link, so these patients can easily click the link to schedule their hygiene appointment.
Your email message can be customized with each patients’ name, but the same email goes out to every patient who needs a dental hygiene appointment.
As a dental consultant I have learned that people respond more favorably to this email when you offer them an incentive to return for their appointment.

We know that free tray whitening works well when attempting to get overdue hygiene patients back to your office.

1. 1. You can also use other special offers to motivate patients to return such as money of Invisalign.

Step 3. Understand the specific type of appointment needed.

When you do have patients calling to schedule their appointment, be sure to look at their patient record to understand what type of appointment they need.

Step 4. Begin using the R2R.

1. All clinicians must make this part of their patient record.
2. When a patient calls to schedule or change an appointment, the front office person answering the patient call, will look up the R2R so they know exactly what the patient needs to schedule for (Ex. Prophy, x-rays and doctor exam, etc.) can speak to the patient about the necessary service and value/benefits for scheduling.
3. This R2R can and should be used every time a patient calls to change a dental appointment. Use the value and benefit to the patient to get them to keep their appointment not change it.

The number 1 focus this month needs to be contacting all patients who need to return this year for a hygiene appointment.

Need help implementing the R2R or any other systems?

We are here to help you! Call us to find out how to get training virtually or in-office. We are here to help! Your team will receive AGD CE Credits with any training we complete for you. Contact us today. Email: admin@dentalpracticesolutions.com or call our office: 949-351-8741

Next week I will return with information to contact patients with outstanding treatment. I will also write about how overcome this big challenge of patients leaving without scheduling their important restorative care.

ABOUT DEBBIE SEIDEL-BITTKE, RDH, BS

Debbie Seidel-Bittke is the CEO of Dental Practice Solutions and has over 15 years of business and consulting experience, as well as 30 plus years of working knowledge as a dental professional.

Having the unique ability to understand dentists’ need, Debbie can help each dental practice grow to be efficient and profitable. The growth occurs by optimizing your dental hygiene department. She has a team of experts that will work in the other areas of your dental practice as necessary. Debbie’s insight allows her to effectively communicate and implement success strategies while strategically addressing productivity challenges in the dental practice.

As a dental hygiene business coach, a former clinician and educator, she is adept at collaborating with dentists and their team to incorporate her expertise to see a dental practice grow to levels beyond their imagination. Debbie and her team of experts will increase the profitability of each dental practice. This year, 2018, no client of Dental Practice Solutions will increase production less than $125,000 and without working more days in the office. Ask us how you can be next to do this!

Call or email our office to schedule for your Free Profit Boosting Session:

Email: admin@dentalpracticesolutions.com or call our office: 949-351-8741

Dental Hygienists Role Creating a Successful Schedule

By: admin

October 4, 2017

Every success schedule in the dental office begins with a strategy. Without a strategic plan, you are not able to meet the financial goals to keep your dental practice surviving.

The best plan is to not survive, but thrive.

What is the dental hygienist’s role in keeping doctor’s schedule full?

1^st Step to Doctor’s Success Schedule

The first step for hygienists to help keep doctors schedule full is to have a mindset that they are like an associate to doctor; helping the practice to grow.

2^nd Step to Successful Scheduling

The next step is actually two-pronged. The hygienist needs to audit all patient records before their day at the office begins. This audit serves many purposes but for this blog we will stick to the topic of what a hygienist’s role is for successful scheduling and helping doctor’s schedule stay full all day.

When auditing the patient’s records look to see what outstanding treatment is necessary. Why does the patient need to schedule this? What is the urgency the hygienist and all the clinicians will speak to this patient about?

For example: Does the patient have a dark spot on their bite-wing x-ray and when you audit the patients record you feel concerned they may very soon have a toothache.

Why did this patient not want to schedule this appointment? It is important to understand the patient’s objection so that when the hygienist has the patient in their chair they can immediately address the patient’s previous objection.

Example: Without even saying; “I know money is a concern,” what you can say is (Have the patient seated upright in the chair with x-rays, and/or intra-oral photos there in front of the patient), “Mrs. Jones, doctor and I are both concerned about this black spot on your x-ray. Let me show you this area. Do you see this black spot? Here is the nerve of your tooth and as you can see this black spot is very close to the nerve which means that once it reaches the nerve it will cause a toothache and also means we probably need to do a root canal and a tooth with a root canal needs a tooth. This means spending a lot more money to keep this tooth.”

Notice how the hygienist in this example address the patients concern before they could even give their objection which they stated at their last appointment and this is the reason the treatment is unscheduled.

It is also very important that hygienists not only think about the gum health of their patients but provide a visual exam.

After the hygienist completes all of their screenings, it is a great time to sit the patient upright in the chair and show them what you see. Look together with the patient. Make the patient part of this process. This means that you look together and ask the patient if they see what you see.

Use words that the patient understands. Saying words like “periodontal disease,” and “tooth decay” probably don’t mean as much to your patient as if the words: gum infection, inflammation, active disease, cavity, black soft spot, etc.”

When you see holes in doctor’s schedule it’s time to take a look at the hygiene patient exam process. It’s a great time to look at patient records who have not scheduled their appointment and discuss as a team what you can do differently so these patients will schedule and pay.

The best way to get patients scheduled and paying for the care you offer is to communicate (your words and actions) in a way that helps the patient to feel and believe they want what they need.

Many of your patients have left your office without committing to schedule and pay for your care. Many of these patients also took very nice vacations this summer, they already plan to buy that new iPhone X, some have spent a lot of money on a really nice car and many have spent thousands of dollars on a sleeve of body of tattoo’s.

Our job? We have a responsibility to help our patients want what they need. Don’t most people want to live a longer and healthier life? This is our overarching message, “Optimal oral health will help you live a longer and healthier life!”

Still have holes in your schedule? Please feel free to reach out to an expert. This is one area that we have created a success strategy around. Our client offices have many patients who now schedule and pay for treatment AND many of their patients pay before their treatment is complete.

Our client offices have a system in place for big cases where patients are currently paying in advance for doctor and hygienist’s services.

Most of the medical cosmetic offices have patients pay in advance and why can’t your patients feel urgency to pay for keeping a healthy mouth?!

It’s all in how you are delivering your message to the patient in your chair.

Debbie Seidel-Bittke, RDH, BS is a dental consultant, coach, speaker and author. She is also CEO of Dental Hygiene Solutions, powered by Dental Practice Solutions. Debbie is a world-class leader in creating profitable hygiene departments. She is well-known as a former clinical assistant professor at USC in Los Angeles and a former hygiene department program director. Dentistry Today recognizes Debbie as a Leader in Dental Consulting.

DENTISTRY TODAY considers her a top dental consultant for the past 16 yrs.

The focus of Dental Practice Solutions is to create healthier, longer lives for your patients while supporting the practice to optimize their hygiene department. The team at Dental Practice Solutions, takes an integrative approach with your team to create an increase in your production and collections without working harder. When you continue to use the systems implemented, you will benefit from production that creates dividends year after year, for the life of your dental practice.

Debbie is also a former Hygiene Program Director and clinical assistant professor for the dental hygiene program at USC in Los Angeles.

Debbie is passionate about supporting dental teams to provide a profitable, patient-centered dental practice through improving systems and efficiencies in the dental hygiene department.

Dental Office Schedule: Turbulence or Smooth Landing?

By: admin

September 14, 2017

Dental Schedule Chaos or Smooth?

If you are a frequent flyer then you will relate to this but if not and you have been on a rollercoaster, substitute airplane ride for a rollercoaster ride.

It’s not often that you fly on an airplane for a few hours and never experience turbulence. It is just part of flying. With the help of technology and the knowledge of pilots to maneuver the plane any turbulence doesn’t last longer because the pilots can usually find a smooth place in the air.

The air traffic controllers provide great guidance so the planes have safe landings.

As an employee in the dental office you probably experience turbulence throughout the day. Patients call to change appointments, patients call with a toothache or broken tooth and need to be seen asap.

Who is your traffic controller in your office to be certain your day lands smoothly?

What procedures are in place so your patients know they can’t call last minute to change their appointment just because something better just happened to be available; i.e. a hair appointment. Seriously?! Yes, it happens. Patients believe they have more important things to do than come to their dental appointment (that is a topic for another blog).

Let’s get back to the turbulence that happens daily in the dental office.

TURBULENCE

What happens when the schedule changes? What do you do when 2 patients called in pain and the patient in operatory (Ex: Room #2) is running late because the local anesthetic is not working; the just won’t get numb!

How is your air traffic controller to oversee the schedule is running smoothly with all these changes? Who is in charge of making sure the day ends with a smooth landing?

Where does this process begin when your office hits turbulence?

BEGIN WITH THE END IN MIND

It is imperative that you begin with the end in mind. Everyone on your team needs to know if you are on track to meet your goals. Everyone needs to know what they may not know when they arrive to the office.

This happens by everyone on the team auditing their schedule. Assistants and hygienists will audit their patients. The front office will audit the production, collections, A/R, the schedule, possible bottle-necks and holes in the schedule.

It is possible that this person who audits the schedule and oversees it runs smoothly and at capacity, is also the person who can be the air traffic controller. This is your key-player who will direct the traffic flow during your day at the office.

They are probably the first person to recognize the changes that occur in your office: Calls from patients who are running late, calls from patients who can’t make their appointment, etc.

If a clinician in the back office is running behind they need to communicate to the air traffic controller at the front office so this person can lead the team in the right direction to overcome roadblocks that will create a bottleneck at the front desk or unnecessary holes in the schedule.

The end result of your day is a smooth landing.

BTW: As I wrote this I was on an airplane and our decent into Los Angeles got a little bumpy. The amazing air traffic controllers did a great job and our plane landed safely thus; I am sending this to you.

What roadblocks and bumps do you experience daily in your office? Who is your office air traffic controller?

Dental Practice Solutions

About Debbie

Debbie Seidel-Bittke, RDH, BS, is the CEO of Dental Practice Solutions. In 2000, Debbie founded Dental Practice Solutions and since that time continues to support the optimization of hygiene departments globally.

Through her proven systems to communicate oral disease to dental patients she creates highly profitable dental practices around the world. You can reach Debbie at: admin@dentalpracticesolutions.com or: 888-816-1511. Check out her no-cost hygiene department training: www.dentalhygiene.solutions

Overdue Dental Hygiene Patients

By: admin

October 19, 2016

CLICK HERE TO WATCH VIDEO

Every dental office has dental patients who need to schedule for restorative treatment and overdue hygiene appointments.

The last quarter of each year is the perfect time to reach out to patients who have overlooked their dental visit.

Many patients who have dental insurance will need to use it or lose it so a call, email or text message is a great way to reach out.

BUT…………….Why after your patient has put off their dental appointment, would they want to return now?

What can you do and say to get patients back before the end of year?

What’s your plan to bring your dental patients back before the end of 2016?

As a dental hygiene consultant I recommend that you always give your patients a reason to return that includes a value to them and a benefit for why they need to complete treatment or continue seeing their hygienist routinely.

We have an acronym for this and we call it: PARVB

It stands for:

Patient

Appointment

Reason to return

Value

Benefit

How will you use PARVB?

PARVB works best when you have your patient seated in your chair.

You as the clinician need to understand what is valuable to your patient. For example:

Is it important for your patient to have a beautiful smile?
Is money important in making their decisions?
What is valuable to your patient?
How will completing that restoration benefit your patient?
- Will your patient save money if they have the decay removed next week vs. wait until it causes pain and needs a root canal and crown? i.e. Cost more money to them!

When your patient is in the office as a patient write a PARVB and when a patient refuses to schedule or calls to change their scheduled appointment know what that patients PARVB is and state to your patient the exact reason they need to return and let that reason be the Value to your patient and state how it will benefit them.

Hope this helps you to keep your back door closed.

Dental Hygiene Consultant

ABOUT DEBBIE SEIDEL-BITTKE, RDH, BS

Debbie Seidel is founder of Dental Hygiene Solutions, Powered by Dental Practice Solutions.

DENTISTRY TODAY considers her a top dental consultant for the past 16 yrs.

The focus of Dental Hygiene Solutions is to create healthier, longer lives for our patients while supporting dental practices to tap into their hygiene department profit potential.

Debbie is also a former clinical assistant professor for the dental hygiene program at USC in Los Angeles.

In 2007 she wrote the accreditation, the curriculum, hire the teachers and oversaw the build out- managing a 2 Million Dollar Budget for a dental hygiene program in Portland, Oregon.

Debbie is passionate about supporting dental teams to provide a profitable, patient-centered dental practice through improving systems and efficiencies in the dental hygiene department.

Check out the Free 3-Part Hygiene Department Training: http://www.dentalhygiene.solutions