|
|
CDS Member News and ArticlesProfessional News Articles : FRONT DESK by Mary M. Byers, CAE : Are patients being forgotten? Are patients being forgotten?November 3, 2009 Is it possible that patients are disappearing from your practice without you knowing it? Practices that don’t track and monitor statistics are more likely to lose patients and this can be costly. If your practice doesn’t currently have someone on staff who is responsible for organizing and following up on the patient lists your computer software can generate, now’s the time to appoint someone to this task. Revenue is lost when patients are not followed up on. For example, do you have patients due for preventive care who are not scheduled? Periodontal patients who have incomplete treatment who have not been scheduled? Patients who are undecided but have yet to be followed up with? Patients who have been diagnosed but treatment has never been scheduled? How about pre-determinations that have yet to be scheduled? All of these represent possible lost revenue for the practice. If you know your practice isn’t tracking patients like it should, here’s how to get back on track. Invest in training. Dental software is often underutilized because staff members have not had adequate training. Though it may seem like you can not afford to allow time for training, the truth is you can’t afford NOT to sufficiently train all members of the team on how to use your software. Incorrect coding may prevent patients from showing up on contact lists — and that’s often how patients “disappear” from a practice. Be sure that everyone on your team knows how to use your software correctly. Hold someone accountable. Who is accountable for tracking and following up with patients on your contact lists? Make sure everyone in the practice knows whose job this is. Then, make sure this individual has the time and support necessary to make these calls. Update lists. If it’s been awhile since your lists have been updated, ask the staff person responsible for this task to take some time to make sure your records are current. Are patient addresses and phone numbers still correct for those on the recall list? Have they moved from the area? Do they simply need a scheduling nudge? Organize and utilize your lists. Lists are useless if they are not utilized. Use them to track and monitor the statistics that will be helpful to your practice. Follow up with patients who show up on your lists. Supplement personal phone calls with letters, postcards, e-mails and other reminders designed to connect with patients and keep them in your care. Share list information with the entire staff. It’s important for all your team members to know what’s going on. How many patients are on the recall list instead of scheduled before leaving the office? What percentage of treatment plans are accepted and scheduled? How much restorative care is recommended but not completed? Lists can be a gold mine of information when it comes to identifying practice weaknesses — but only if they are utilized. Profitable offices are those that ensure patients are not forgotten by using contact lists to keep records current and treatment scheduled in a timely fashion. If your office isn’t using this powerful tool as effectively as possible, add the topic to your next staff meeting agenda and brainstorm what needs to happen. In this arena, small changes can pay big dividends when it comes to practice profitability. CDS presents Front Desk, a column addressing problems dentists and staff members experience in the office. Front Desk is prepared by Mary M. Byers, CAE, a professional speaker and freelance writer. Ms. Byers may be reached at mbyers@marybyers.com or www.marybyers.com. Send suggestions for topics to be covered to review@cds.org. © 2009, Chicago Dental Society
|
|
 | ||