ONE WAY TO SOOTHE AN IRRITATED PATIENT

A frequently-asked question during my years as a practice management consultant has been, “How can my business staff give a courteous, consistent answer to the irate patient standing at the front desk demanding to know why another patient who arrived later has already been called to the operatory?” The question can be avoided altogether by informing all new patients that appointments are made with different providers for various procedures, and the arrival time for an appointment may not necessarily dictate the order in which patients are seated for treatment.

This seems a minor point to those of us who work in a busy dental office, but I have seen it magnified in the lay person-patient’s mind to the point of losing a patient if not properly explained.  The following note of explanation can be given to new patients in a “Welcome to Our Practice” packet of information during the initial appointment.  Additionally, business staff can give a similar verbal explanation when necessary.

Dear Patients,

Because some patients have asked why they and others are not seen in order of arrival, we offer this explanation about the order in which patients are called to the treatment area.  We schedule visits by appointment in order to respect your time and to serve you most efficiently.  Several types of appointments are scheduled simultaneously:

- New examination appointments and treatment appointments for restorative or aesthetic procedures are scheduled with Dr. Doe                       

- “Look-See” appointments for observation following an emergency, surgery, or other treatment may be scheduled with Dr. Doe or a dental assistant. These are very short appointments scheduled to fit between longer procedures.                     

- Emergencies seen by Dr. Doe are often unscheduled because a patient may have been injured or be in severe pain.  We try to see these patients as soon as they arrive without inconveniencing other patients; and you can rest assured that if you ever have an emergency, you too will be worked into that day’s schedule as quickly as possible.

- Hygiene appointments for routine x-rays, cleanings, oral hygiene instruction and    such are scheduled with the hygienist. Appointments for sealants may be scheduled with the hygienist or a dental assistant with Dr. Doe seeing the patient prior to or following the procedure.

Patients are called to the treatment area in the order in which Dr. Doe, the hygienist, or a dental assistant are ready to seat them.  Therefore, though you arrived earlier, another patient who has an emergency or has been scheduled with the hygienist or dental assistant may be called first.  Please be assured that we are aware of the value of your time, and we make every effort to remain on schedule.  We welcome questions concerning scheduling or any other matter related to your dental care.

Thank you for selecting our office for you dental care.  Our practice continues to grow primarily by word of mouth, and we appreciate the referral of your family and friends.

Sincerely,

Dr. John Doe and Staff