CDS Member News and Articles

Professional News Articles : FRONT DESK by Mary M. Byers, CAE : Managing patient flow

---

Managing patient flow

July 1, 2009

Smooth patient flow is essential to the health and well-being of your practice. Patients who are greeted warmly and served in a timely manner are more likely to feel comfortable in your practice — and to refer their friends and family members. Plus, a smooth and thorough check in will help insure a quick and effective check out.

Patients should be greeted with a smile — and by name. If your receptionist is new or unfamiliar with your patients, consider taking a picture of each and adding it to individual patient files for future reference. The visual image of each patient will be helpful to all members of the team as they prepare for appointments.

While the patient is at the front desk, confirm current patient data such as mailing address, insurance carrier, etc. Patients often don’t think to notify you of changes until they are asked.

In addition, patients should have the chance to review their health history while waiting to see the doctor. This gives them something to do and insures the staff has current medical information. Though some offices simply ask, “Have there been any medical changes since your last visit?” it’s a good idea to print a copy of the health history at selected intervals to make sure that the data is correct. It’s difficult for patients to remember which health providers they’ve updated and which they haven’t, especially if they only see you occasionally. Seeing their history in writing may jog their memories or identify obvious omissions. Taking this extra step will assist your office in making sure histories are as accurate as possible.

If you work in a particularly busy office, or a multi-doctor practice, consider automating check-in by placing a large, touch-screen computer at the front desk for patients to use to check themselves in. Many orthodontic practices use this type of system to insure smooth patient flow.

If bottlenecks routinely occur at the front desk, start noticing why. Are the delays caused by records that aren’t up to date? Payment problems? A computer system that’s too slow? Most problems can easily be solved but they have to be recognized first.

As you measure the effectiveness of your front desk, mentally walk through the typical patient experience. Are patients greeted personally and immediately as they enter the office? Is your receptionist friendly and willing to answer patient questions? Are patients treated like an intrusion or welcomed warmly? The answers to these questions will help you determine if changes need to be made in front desk personnel or procedures.

Though patient flow is only one way patients determine whether or not they’ll come back to your practice, it’s an important part of the overall experience simply because it’s one of the first encounters patients have. If it’s a pleasant experience, they are more likely to become loyal patients.

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