“YOU JUST GOT ON MY LAST NERVE!”

OH, NO!  Your business staff members would NEVER say that to a patient---right?

True confession---those words silently crossed my mind occasionally when I worked at a dental office business desk.  There were two scenarios that I found annoying during those days:  (1) Patients who came to the desk to complain loudly that someone arriving after them had been called to the treatment area first.  (2) Multiple family members and/or friends who insisted on accompanying a child into the operatory when only one adult was needed.

To address these “last nerve” problems, I did what I often do---I wrote explanations so that patients could read and understand the whys rather than simply half-listening to my verbal explanation which was often given while several other patients were waiting to check in and the phone was ringing incessantly.  I delivered the written explanations with a brief verbal introduction and a very big smile.

Following are the written explanations.  Perhaps they will be helpful to your business staff as they fight the “You just got on my last nerve.” syndrome:

May we explain why patients are occasionally not seen in the order in which they arrive:

We appreciate your choosing our office for your dental care.  We listen well to all our patients’ questions and concerns; and because some patients have inquired, we offer an 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 since patients are to see either Dr. _____, one of our hygienists, a dental assistant, or our Dental Health Educator.

Treatment procedures are scheduled with Dr. _____.

            

Quick-check appointments for observation following an emergency, surgery, or other extensive treatment are scheduled with Dr. ____ between longer procedures.

            

Emergencies are seen by Dr. ____ as soon as they arrive to alleviate pain or to treat an injury.  It may help to know that when you or a family member have an emergency, you too will immediately be worked into that day’s schedule.

            

Hygiene appointments are scheduled with the hygienist and some other types of appointments may be scheduled with a dental assistant.

Our Dental Health Educator schedules sessions concerning pre-natal and neo-natal oral health, diet counseling, proper oral hygiene techniques, etc.

Each type of appointment is called to the treatment area in the order in which they are to be seen by the staff member delivering their care.  Please know that we too value your time, and we make every effort to stay on schedule.

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

The second letter explaining why only one adult should accompany a child to the operatory may be given to parents/caregivers of new patients as part of orientation during the initial appointment.

Explanation to Parents about Adults in the Operatory

We appreciate your choosing our office for your child’s dental care.  In order to best care for each child in our practice, we offer this information:

For your comfort and privacy, both parents or one adult are welcome to accompany a young child to the treatment area.  However, for the safety and privacy of other patients, all other people, including children who are not scheduled at this appointment, are asked to remain in the reception room.  Young children remaining in the reception room will need a supervisory adult.

Thank you for honoring this request which allows us to efficiently serve your child and all other patients and parents in an orderly, calm environment.