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5 Tips for Eliminating Hygiene Cancellations & No-Shows
 We’ve all been frustrated when someone cancels last minute or doesn’t show up without any communication. It’s easy to point fingers and say, “I thought you confirmed that patient!”While it’s impossible to eliminate ALL cancellations and no-shows in the hygiene department, there are a few ways to...  Read More
#84: Updates! Online Scheduling, Dental Web Content
In this episode of Dental Marketing Mastery, we talk about updates to scheduling software and Dental Web Content.Listen#84: Updates! Online Scheduling, Dental Web ContenPodcast Highlights: "My patients won't..." they will! The surprising hours patients will make appointments ...  Read More
Scheduling This Way is a Game Changer
Here is a quick scheduling tip that will really help you take control of your schedule.It's a very simple verbal skill that will lead patients to select times on your schedule that you would like them to book.The verbal skill is really just giving two options and asking which option the patient...  Read More
#62: Dentistry is Rebounding - Take Advantage NOW!
What do you do in a rebound year? How do you take full advantage of it, and reap the benefits for years to come? In this episode of Dental Marketing Mastery, Mark and Howie explain how an upturn changes the dental consumer's spending habits, how to market to these new behaviors, how to ready your...  Read More
It's a Numbers Game
As a profession, we have a lot of different views about the concept of selling. Some feel that we are healthcare providers and we shouldn’t need to sell. Others believe that if we don’t sell, we won’t help many of our patients. Finally, there are those that don’t necessarily...  Read More
#35: 2017 Resolutions. Three Easy Commitments to Make.
The new year is upon us, so what is your practice going to focus on? In this episode of Dental Marketing Mastery, we explain three easy, proven, FREE commitments that your office can make to convert more new patients.ListenPodcast Highlights: Calling new patients the same day they call you ...  Read More
#28: NPI Concierge: Online Appointment Scheduling Made Easy
In this episode of Dental Marketing Mastery, we introduce NPI Concierge, our new software that allows new and existing patients to schedule their own appointments from your website, their social media pages, or their insurance provider’s website.ListenPodcast Highlights: Existing patients,...  Read More
Missed Appointment Procedure
When a patient misses an appointment or cancels call them asap. If you do not reach the patient let them know you will try back in about a week. Repeat a week later if needed. If still no joy, they go on your normal reactivation protocol. If you do reach the patient say something to the effect...  Read More
Categories: scheduling
Consultant Tip: Calling to Schedule Recall Appointments
Once you have the patient (or parent) on the phone, set an appointment.Briefly, the sequence for recall dialogue is:1. Get the patient or parent on the line.2. In a cheerful, pleasant manner, identify yourself and the office:"Hello, Mr. Jones, this is _______ from Dr. Goodtooth's office!"3. Tell...  Read More
Four Things I Need You to Know When You Are Late for Work
There’s no getting around it: healthcare is an industry in whichservice is often measured by how long the patient had to wait for theirappointment. So, it stands to reason that one of the most frustratingthings to deal with is an employee who is habitually late, and whodoesn’t seem to...  Read More
Confirmation Protocol
 CONFIRMATION PROTOCOL Auto-Pilot: Do not put confirmation on auto-pilot. Services such as Lighthouse are useful when used smartly but, when you put confirmation on auto-pilot, front desk can sometimes abandon responsibility for the schedule because, “Lighthouse is handling it”. Customize: Find out...  Read More
Consultant Tip: How to Increase Your Bottom Line
Do you know the best and easiest way to increase your bottom line or profit? It's by not having open time on your schedule, which is achieved by eliminating broken appointments and controlling your schedule. For every broken appointment and time left unfilled on the schedule, your bottom line...  Read More
Consultant Tip: Filling Short-Notice Changes
If the Scheduling Coordinator just can't prevent a change in the schedule, the next best thing is that any changes in the schedule be filled immediately. This means that if a patient says they can't make it tomorrow, you need to fill that slot before tomorrow gets here and you are all standing...  Read More
Consultant Tip: A Boost While the Doctor is Out
When the doctor is out of the office for any reason, such as attending a continuing education seminar, it is a great opportunity for the entire office staff to team up and bolster the appointment book with recalls, incomplete treatment, reactivations[patients that have not been in for 13 months or...  Read More
A Boost While the Doctor is Out
When the doctor is out of the office for any reason, such as attending a continuing education seminar, it is a great opportunity for the entire office staff to team up and bolster the appointment book in your computer software with recalls, incomplete treatment, reactivations[patients that have not...  Read More
Consultant Tip: Appointment Wrap Up
Follow these steps at the end of each appointment with all patients to make sure you "wrap up" the patient's visit with positive communication while preparing them for their next appointment.STEP 1: Raise the chair so that the patient is in an upright position. You should remain seated facing the...  Read More
More on No Shows and Cancels
Any systems comes down more to WHO is doing the job then the “system” itself.Don’t get me wrong - systems are vital - but there are tons of good systems out there.What is more important is how well trained the people are on implementing whatever system you use as an untrained...  Read More
Standardized Sequence for Handling Requests to Break or Cancel an Appointment
Standardized Sequence for Handling Requests to Break or Cancel an AppointmentWhen you are speaking to a patient or someone who calls for a patient and they want to break an appointment, there are certain steps to follow. The first step is to get the person on the telephone that has the...  Read More
Block Scheduling
BLOCK SCHEDULING Your practice will be rushed, hectic and stressed without a schedule that is well designed.The purpose of blocking scheduling  is to decrease stress, keep production on an even keel from one day to the next while maintaining or increasing production. These are the steps for...  Read More
Categories: scheduling
Consultant Tip: Go for Your Dreams
Dentists go to great lengths to try and build their practices.They invest a tremendous amount of time and money to become dentists and set up a practice by getting through college, dental school, and continuing education courses. They invest heavily in office space, dental equipment, office...  Read More
Actions and Words of the Dental Team Can Increase Cancellations or Prevent Them-Tip #4
Tip #4- Don't Break Agreements With Patients.AsI share how actions and words of the dental team may increase or prevent cancellations, Ican’t leave out thisone on breaking agreements with patients.I see practices calling patients to move up their appointments as they try to fill open time on...  Read More
Distractions at the Dental Office Front Desk
Distractions at the Dental OfficeFront Desk Distractions at the front desk in dental offices can be common. Since this area is responsible for creating and maintaininga full and productive schedule for the practice,it is important to not have other team memberspulling front desk staff away from...  Read More
Reduce Broken Appointments
I believe that practices have a lot more control over broken appointments than they ever realized. Many practices are running on automatic and not taking time to educate patients and look at the patient's indicators before scheduling and during confirmations. 1) Educate the patients when the needed...  Read More
 Consultant Tip: Actions and Words of the Dental Team Can Increase Cancellations or Prevent Them- Tip #3
Tip #3- Use Good Verbal Skills at the Time of SchedulingNot usinggood verbal and communication skills at the time of scheduling can contribute to patients not committing to an appointment. They may even schedule the appointment and call back later to say they are not coming. This is an indication...  Read More
Consultant Tip: Actions and Words of the Dental Team Can Increase Cancellations or Prevent Them- Tip #2
Tip #2- Know that a large portion of broken appointments begin chairside. As we evaluate broken appointments and track down exactly what was done prior to the appointment day, what was said andwhat was leftoff, we seethat many of the broken appointments should have never occurred. Most could have...  Read More
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