Scheduling by Design - Jennifer de St. Georges International Inc.

JdSG's Practice Resource Centre (PRC)

… Gateway to Excellence

9. Scheduling By Design

So, how do you think tomorrow is going to be? Better, worse or the same as today?

Effective scheduling does not happen by accident. The doctor and team need to develop a strategic, proactive approach to scheduling: one designed to optimize patient care, production and running on time while decreasing stress, running late and lost production.

From a patient’s perspective, visiting a dentist who ‘runs on time’ in today’s busy world has become a big thing! Patients, happy with a doctor and staff, can be counted on to leave the practice when they are routinely left to camp out in the Reception Room, which patients now have renamed the Waiting Room.

Utilizing the ideal day scheduling approach only works if the practice develops a back up plan for when things go wrong. And things go wrong, especially at a full moon … five emergencies call before 9:30am, the buccal pit becomes a 4 rooted endo and a crown, a root tip breaks, the denture patient is in the chair but the denture is still at the out of state lab.

However, once a backup program is in place to handle all the known ‘what if’s,’ then a practice gets to enjoy each day, knowing, as a team, they have a game plan for the unexpected. Tools, techniques and tips ensure you run on time 80% of the day … and leaving on time for lunch and at the end of the day is routine. Sound enticing?

Focus:

► Time management and the Team
► Scheduling techniques, tips and solutions
► Patient management

QUIZ

Do you feel that you are in control of your typical day?
A. 85%+ of the time

B. 50% of the time

C. Very inconsistent, all over the map, feast or famine

D. I feel the schedule totally controls us
In the morning meeting, do you discuss the best time to see that day’s emergencies?
A. Always

B. Sometimes

C. We have time pre-blocked each day

D. We don’t have a morning meeting

Number of Cancel Short Notice (less than 24 hours) and No-Shows per month:

	Per Doctor	Per Hygienist
	A. 10 or less	12 or less
	B. 15 - 20	15 - 20
	C. Above 20	Above 20
	D. I am not sure of figure	I am not sure of figure

Do you telephone to confirm patients' appointments?
A. Never

B. Only when patients request it

C. Sometimes we do and sometimes we don’t

D. Always
Number of weeks new patients, accepting treatment, have next appointment scheduled:
A. Within 1 week of consultation

B. 2-3 weeks of consultation

C. 4-6 weeks of consultation

D. We utilize a Call List and get back to them when we can fit them in
Which patient booking do you use for your hygiene department?
A. Pre-booking (95%+ of the time)

B. Mail cards to ask patients to call us (60%+ of time)

C. Mail cards to inform patients regarding appointment made which they’re unaware of (60%+ of time)

D. A combination of or all of the above

FAQ

Q.	The doctor insists on receiving and making telephone calls during the day. Do you have a solution?
A.	Yes. Block out 20 minutes after lunch for administrative and telephone time, thus protecting the schedule for the rest of the day. In eliminating interruptions, while production time has been decreased, our research shows production increases. Hard to believe, I know, but true!
Q.	We block out emergency time just before lunch daily, but it never seems to be enough time, so we are always late for lunch. How can we solve this problem?
A.	A very common and complex problem, with a very easy solution. When a practice’s scheduling techniques are correct, emergencies are integrated into the day’s schedule rather than directed to a pre-blocked time just before lunch. However the before lunch approach is great when anyone wants to lose weight, because you are indeed correct: the lunch hour will be compromised the majority of times.
Q.	What are your thoughts about the latest idea of confirming appointments via an automated computer system?
A.	Speaking personally as a patient, and professionally as a management consultant, I simply feel that for 95% of patients, this system creates more problems than it solves. However for 5% of patients, in context of a practice’s overall confirmation policy, it can be categorized as a patient service.
Q.	I don’t enjoy treating young children. How do I ensure I don’t lose the parents if I refer the children to a pediadontist?
A.	A very important and thoughtful question. I feel very strongly that a dentist should work with patients with whom he/she can feel very secure in his/her ability to deliver top service. If and when a practitioner feels that his/her quality will be compromised, then it is in the patient’s best interest for the service provider to acknowledge it and take the necessary action. It all has to do with HOW one communicates with the parents. The staff can explain that … The dental chairs, equipment and instruments etc., in the practice are geared toward teens and adults. The doctor feels strongly that the beginning experience for a child is enhanced when dental service is provided by a dental child expert, who makes a child’s visit to the dentist so exciting that the child feels going to the dentist is the most fun thing in life. The doctor has found such a wonderful child dentist in the community and the name is … I think you will find complete acceptance by the parents.

Back to Pyramid

For personal assistance contact us directly