Idaho State Dental Association Banishing the Broken Appointment Presented By: Dr. Rhonda Savage www.milesglobal.net (877)343-0909
Rhonda Savage, DDS, CSP is an internationally known author and lecturer. She is the owner of Uptown Dental, a principle owner of Savage Dental Marketing, and CEO of Miles Global, an international dental training and consulting firm. She lectures and publishes on women s health issues, leadership, and business management. Her credentials are strong. Dr. Savage is a Past President of the Washington State Dental Association, and an Affiliate Faculty Member of the University of Washington School of Dentistry. She is also a member of the Pierre Fauchard Academy, American College of Dentists, and the International College of Dentists. Her history in the dental practice world is multifaceted. A former dental assistant and front office staff member for 14 years, she understands the dynamics of success in a dental team. Her understanding of leadership is deep. A dentist in private practice for over 18 years, she knows the demands of quality patient care, leading a winning team and the running a successful business. Dr. Savage brings a unique energy to her work. A Lieutenant Commander in the Navy during the years of Desert Shield and Desert Storm, she received the Navy Achievement Medal and an Expert Pistol Medal, earning her the nickname of The Beast. She s a straight shooter, aiming at the critical issues that dental practices face today. Rhonda Savage, DDS, CSP 3519 56th St. NW, Suite 260 Gig Harbor, WA 98335 877.343.0909 Rhonda@MilesGlobal.net Reserve Dr. Savage For Your Next Meeting! Call Us At 877.343.0909 www.milesglobal.net
Banishing the Broken Appointments Strong Practices = Stronger Systems Rhonda R. Savage, DDS CSP CEO, Miles Global Milesglobal.net 877-343-0909 @MilesGlobal What patients want Broken Appointments Last minute cancellations Disappointment Miles Global, all rights reserved 877 343 0909(p) 253 857 0836(f) www.milesglobal.net 1
Value Last 30 Seconds The Narrative Treatment Plan Tracking Form Phone Skills Miles Global, all rights reserved 877 343 0909(p) 253 857 0836(f) www.milesglobal.net 2
Causes of BA s & LM Cancellations Keep patients waiting Change their appointments New patients Family appointments Too easy; too nice Make it easy to reappoint A Burned-Out Staff Miles Global, all rights reserved 877 343 0909(p) 253 857 0836(f) www.milesglobal.net 3
Broken Appointment Policies Should you charge? Broken Appointment Policies Who should call? (Flagrant disrespect for your time) Nonrefundable retainer Broken Appointments Family appointments Phone recorded message Written policy BA letters Miles Global, all rights reserved 877 343 0909(p) 253 857 0836(f) www.milesglobal.net 4
Broken Appointments and Last Minute Cancellations The Patient s viewpoint: Organizational issues They re always late They change my appointments It s just a consultation! Controlling the Schedule Demanding patients Doctor s willingness to delegate Time and Motion Study Miles Global, all rights reserved 877 343 0909(p) 253 857 0836(f) www.milesglobal.net 5
Solutions The confirmation process Non-refundable deposits Realistic scheduling, staffing 4 types of FLEX time The Patient s viewpoint: Organizational issues Why do I need to come back? When I called, they didn t know what I was coming in for! Miles Global, all rights reserved 877 343 0909(p) 253 857 0836(f) www.milesglobal.net 6
Solutions Verbal Skills Training Cue cards Photos Phones Wait time Friendliness 72 patients/day Consistency Educated team Hygiene No-Shows Miles Global, all rights reserved 877 343 0909(p) 253 857 0836(f) www.milesglobal.net 7
Telling a Story in hygiene Expectations of communication Training Patient relationships 23 Hygiene No-Show s It s JUST a cleaning! Statistics Got Perio? 24 The Need to Educate Intraoral Camera Miles Global, all rights reserved 877 343 0909(p) 253 857 0836(f) www.milesglobal.net 8
Issues? Schedule Unclear financial policies Hygiene department statistics The pass-off Inadequate chart entries Clear Financial Policies Payment at the time of service Extended payments Care Credit Clear Financial Policies Receipt for today Laboratory cases: hold Written pre-treatment estimate Miles Global, all rights reserved 877 343 0909(p) 253 857 0836(f) www.milesglobal.net 9
Clear Financial Policies 25% non-refundable retainer to reserve Collections account? Pay upon entry? Clear Financial Policies Statements Interest charge or rebill fee? Delegation of duties Predeterminations Division of Front Desk Duties Accountability leads to a strong team! Miles Global, all rights reserved 877 343 0909(p) 253 857 0836(f) www.milesglobal.net 10
What One Thing? Next 3-6 months Write it down 30 minute chunks REMEMBER FOR GREAT PRACTICE TIPS, BE SURE TO LIKE US ON FACEBOOK! Make a Plan Make it happen Rhonda R Savage, DDS CSP CEO, Miles Global 877-343-0909 Rhonda@MilesGlobal.net Miles Global, all rights reserved 877 343 0909(p) 253 857 0836(f) www.milesglobal.net 11
Receive... 1. 2. 3. The Savage Front Desk DVD The Dental Assistant and the New Patient DVD The Joys & Challenges of Clinical & Business Assisting DVD With Bonus Additions: Linda Miles Audio CD No Dog, No Pony - Just Results Audio CD Dynamic Dentistry Book by Linda Miles Bushido Business Book featuring Dr. Rhonda Savage Words of Wisdom Book featuring Dr. Rhonda Savage Marketing MEM Cards Bonus Offer - ADD: Dr. Rhonda Savage s Got Perio? 5-Disc DVD set for ONLY $295
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questionnaire Date Name of Presentation Seminar City Your Name Office Administrator Spouse Assistant Doctor RDH Other Practice Name Doctor s Name Years in Practice # of Staff Solo Practice Group Practice - # of Doctors Specialty Office Phone Office Fax Practice Address City/State/Zip Website Email What topic(s) did you enjoy most and why? What topic(s) would you like to hear that were not addressed today? Any additional comments? You may use my comments as a testimonial. Signature: I am interested in: Savage Dental Marketing Demo 30 Minute Consultation Call with Dr. Savage Information on the Practice Analysis Consultation Information on the Front Office Development Training Information on the Practice Enhancement Program Teambuilding Retreats Information on an All-Day Course for my Professional Organization/Study Club/Dental Society Call for Payment I want to purchase: 3-Book Power Pack Special Today Only Special DVD/CD/Books Bundle How would you rate our speaker? Poor Fair Average Good Excellent Speaker addressed program objectives Speaker addressed doctor and team concerns Program was beneficial Material presented enthusiastically Speaker displayed knowledge of program content Program facilities met needs