The Practicon Viewpoint by Ann Page Griffin

AH, PAPERWORK

IS YOURS TOP-NOTCH?

No matter how loudly a dentist might proclaim to operate a "paperless" practice, some paper used in every office—forms, brochures, patient instructions, referral slips, etc. This paperwork is occasionally given to patients or forwarded to other providers, and these hard copies become a subtle symbol of your office. So what kind of symbol are you presenting to these patients, potential patients, or providers? How long has it been since you or your business assistant reviewed all the paperwork that leaves your office? Is it top-notch, representing the outstanding quality you want identified with your practice?

I recently had an initial appointment in a specialist's office. I've known the dentist for years, but never as a patient. The office was attractive; the staff, friendly and competent; my appointment time was honored; the operatory was well equipped and appeared clean; and the doctor skillfully performed the examination and clearly explained the diagnosis. In short, everything about the office shouted "top quality." Except, that is, the paperwork.

The health history I was asked to complete was a smudged form, probably a 50th-generation copy of a copy. Other forms were equally messy, crooked on the page, and barely legible. A letter explaining payment arrangements won the top prize for awful. Not only was the ink faded, it was crooked on the page and contained poor grammar, misspelled words and typos that made me question the wisdom of accepting treatment from this dentist and staff. I had to wonder: would their clinical work be as sloppy as their paperwork?

Because the dentist had come highly recommended by family and friends who had been patients, I chose to accept treatment in the office. I was pleased with the care I received and the results of treatment, but I found myself wondering how many potential patients who had not received positive recommendations prior to the first visit let the shock of the pitiful paperwork make them seek care in another office. Perhaps not many would go elsewhere because the paperwork was inexcusably poor, but I almost did. Even one patient lost due to sorry paperwork is one too many!

Suggestion: review every piece of paper, form, letter, brochure, referral slip, etc. that is presented to your patients or sent to other practitioners. If necessary, hire a professional technical writer to edit and correct all printed matter. Your paperwork represents your practice. It must be impeccable in substance and in appearance.

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