Orthotown March 2013 - (Page 35)

feature // practice management by Carolyn Friedman Training does not just involve staff members, it should also include your patients. We get so focused on getting through the schedule for the day that we forget to educate our patients on the part they play in the success of their treatment. When starting patients in orthodontics, it is necessary to make sure they understand their part in the success of treatment. The final results cannot be achieved without patients being onboard and understanding their responsibility. Appointment Times Patients need to be on time for their appointments, but your office needs to set an example. If you are always running behind on your schedule, why should your patients show up on time? Remember, you can only expect your patients to be on time for their appointments if you run on time. It always pays off when we are respectful of our patients’ time. Your schedule must be realistic – is what you have established as your everyday schedule obtainable? When seeing new patients, it is even more essential for them to be seen on time. They are forming their first impression of the practice and deciding if they want to begin their treatment with your practice. You only get one chance at a first impression, so make sure you don’t lose a patient because you are running late. Therefore, don’t let latearriving patients ruin your schedule. If you continue to see patients that always arrive late, you are training them that it is OK to come whenever they want. You set the tone, so inform your patients of your scheduling policies and set a good example by being on time. Emergencies We have the ability to control our schedule so much more than in other professions. Orthodontics has very few true emergencies. Most emergencies can be taken care of within several days time, not necessarily the minute someone calls. Again, this is training and educating your patients to understand this so that they don’t expect to get in for a repair within the hour. If your receptionist has knowledge of clinical procedures, she is more able to determine which are the true emergencies and schedule accordingly. Some breakages can be handled temporarily by the patient, eliminating the need for an immediate appointment. This way of handling emergencies will also keep your schedule from becoming total chaos. Missing Appointments A problem in many practices is patients who do not come in for their regular appointments. The orthodontist’s treatment estimate is based on the patient keeping their regularly scheduled appointments. Every time a patient goes over the estimated treatment time, it costs the practice and the profit starts to decrease. Confirming appointments for patients helps them to stick to their schedule and their treatment progressing. Confirming appointments should be considered a courtesy, not as something where we are at fault if they don’t show. Patients want to hold us responsible instead of them taking ownership of showing up. At the beginning of treatment, make sure your patients are aware that their estimated treatment time is based on them following appliance care instructions and making their continued on page 36 orthotown.com \\ MARCH 2013 35 http://www.orthotown.com

Table of Contents for the Digital Edition of Orthotown March 2013

Orthotown.com Highlights
Wired for Success: Big Brother is Watching
Where to Put a TAD
What’s the Right Ratio of Front/ Back Staff?
Class I Malocclusion Severe Crowding, Severe OJ, Missing LL3 CBCT Video
You Should Know: Renew Digital
You Can’t Manage What You Can’t Measure
A Protocol for Creating Images from CBVI for the Practicing Orthodontist, Part I
Are Your Patients Included in Your Training Plan?
Delegation of Duties in Orthodontic Practice
Ad Index

Orthotown March 2013