feel confident, then keep your confidence
and do not allow the preferences of your
patients to sway you from what you feel
is right. Make sure that you continue to
ensure clarity and adherence on protocols
with your team so that patients are
receiving a clear protocol message.
Problem #4
Too many patients and
too many cancellations.
As you work diligently to work the
COVID canceled patients back into the
already full schedule, the last minute
cancellations or no-shows can be incredibly
frustrating.
Solution: For the next several months,
I recommend sending a very clear message
to your patients regarding the
value and scarcity of your appointments.
Whether you use electronic
reminders or verbal reminders, you
should clearly say, “Due to being closed
for seven weeks, we have a long list of
patients waiting to get back in for an
appointment. If for any reason you cannot
make your appointment, please give
us plenty of notice (at least 48 hours) so
that we can work a waiting patient into
your appointment time.” In addition, if
patients are still unconfirmed 24 hours
prior to their appointment, then I would
recommend utilizing all methods to confirm
the appointment.
Problem #5
For offices with recall/retention,
October looks dismal.
Having no patients in April means October
is going to be interesting.
Solution: It is important to get caught
up on all your canceled patients as
quickly as possible. While you might feel
comfortable slowly easing patients back
into the schedule as time allows, please
know that you might be shooting yourself
in the foot. Strategy is needed in
order to fill the pipeline for October. If
most of your patients are cash paying,
then you might have some flexibility to
ensure that they get two cleanings in
2020. If you have many patients on insurance
plans, then they are most certainly
going to want both of their cleanings
this year. Therefore, for the COVID
canceled patients, you need to see them
by June 30. If June already looks full,
then take the time to figure out how you
can create openings in your schedule to
accommodate these waiting patients. If it
means you need to open up an extra day
or two, do it. It will help your patients now
and will serve your practice well as you
ramp up for a successful fall.
While this list is not exhaustive, I hope
that it provides you with some perspective
on what other practices are facing and
how they are solving the problems that
come their way. There are many other
issues impacting practices, teams, and
practice owners.
Make sure that you have good advice as
you work to solve these issues. Hang in
there, stay positive, and stay safe.
Bethany Petty is a practice management consultant that breaks the mold.
In an effort to remove herself from the abrasive consultant persona,
Bethany spent time receiving Masters degrees in Adult Education and in
Health Communication, which enables her to present information in a way
that dentists and team members understand and appreciate. Her unique
approach customizes her suggestions and training to fit the personality
and goals of the practice. Rather than approaching each practice with the
same “Fix-It Guide,” she evaluates the practice, talks with team members,
and listens to the dentist before making any suggestions. Bethany has a legacy of dental professionals
in her family, and she has had the privilege of helping her father to build, manage, and
maintain a successful family practice. With the heart to serve dentists, she has made a difference
in practices all over the DFW Metroplex. For more information, visit www.hellobethany.com. For
continued COVID-19 practice support, subscribe to Bethany’s online platform practicehappy.co.
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