Learn from dissatisfied patients. Sometimes, even under the best circumstances, parents and patients become unhappy. Remember that a problem is an opportunity to improve performance. When an issue is …
Use job descriptions to educate and guide ortho staff members.
Use job descriptions to educate and guide ortho staff members. New team members need to fully understand their position. Job descriptions should be clearly detailed, with all skills and …
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Don’t assume prospective patients and parents know how to get to your practice.
Don’t assume prospective patients and parents know how to get to your practice. In a world of smart phones and GPS devices, you may not think to give out directions to your office. But even with these …
Advice for the Treatment Coordinator – Start case presentations on time.
Advice for the Treatment Coordinator – Start case presentations on time. You want to make the best impression possible. Beginning on schedule not only shows respect for patients and parents, but also …
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Always send confirmation reminders.
Always send confirmation reminders. Parents are extremely busy, and a simple reminder (email, text, or phone call) helps them to show up and show up on time with their child. Don’t settle for just …
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When conflict occurs, don’t escalate it.
When conflict occurs, don’t escalate it. If you find yourself in disagreement with another team member, take a breath, step back and think through how you want to handle it. All too often, an …
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How to write a script (Part 2): Add value to the conversation.
How to write a script (Part 2): Add value to the conversation. Use power words and benefit statements to create more value during interactions with parents and patients. Power words generate a …
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How to write a script (Part 1): Identify the goal of the script.
How to write a script (Part 1): Identify the goal of the script. Is it communication, education, case acceptance or cooperation? With the goal in mind, write a topic sentence. This opening sentence …
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See observation patients every six months.
See observation patients every six months. Seeing observation patients this often not only enables you to start patients at the optimal time, but it also helps you establish and maintain …
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Create more value during the patient experience.
Create more value during the patient experience. In uncertain times, patients are looking at every dollar they spend. Concentrate on creating more value for your patients. Improve your customer …
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Advice to the Front Desk – Answer phone calls promptly.
Advice to the Front Desk – Answer phone calls promptly. Allowing parents to wait on the phone creates an immediate impression of the practice—a bad one. Calls that are not answered quickly suggest a …
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Maintain on-time debonds.
Maintain on-time debonds. Offices should aim for a goal of no more than 2% of patients who are overdue for debonding. Make sure patients and parents are rescheduled when their check appointments are …
