Confirmation -- Tasks

Confirmation Policy

Essential Tasks

Administrative

Hygienist & Assistant

Doctor

Policy Facilitator

Start

SMS — Operating Poicies

Essential Tasks

Administrative

Email or text every patient a courtesy reminder 72 hours before the appointment using the automated confirmation system

04

05

Call every patient who has not confirmed the appointment 48 hours before the appointment and leave message with name and number and request to return the call

Document today’s activity in every patient chart

08

Verify:

• Lab cases
• Medical history alerts or changes
• Allergies
• Pre-med
• Other

Implement the practice production recovery plan for unconfirmed patients or patients who cancel by reviewing in: Practice Software (Quick Call List); Dental Intelligence (Morning Huddle)

• Contact patients with pending treatment
• Contact patients with remaining insurance benefits
• Contact unappointed patients

06

03

07

Call every patient who has not confirmed the appointment 24 hours before the appointment and leave message with name and number and request to return the call and fill the appointment following the practice production recovery plan

REVIEW

VERIFY

CONTACT

IMPLEMENT

01

Review every chart and accommodate patient health information privacy instructions in alignment with HIPAA guidelines:

• Telephone preference (mobile, home, work)
• Letter preference (closed envelope, postcard)
• Address preference (post office, home)

02

Review each chart to ensure every patient is scheduled for the correct:

• Procedure
• Provider
• Time following the Procedure Time Estimate for each provider

SMS — Operating Poicies

Essential Tasks

Hygienist & Assistant

EDUCATE

VERIFY

REMIND

SCHEDULE

05

01

02

04

Schedule next restorative treatment with every patient

Set the stage for scheduled appointments to stick:

• Energize engagement with every patient
• Educate every patient on the importance of completing diagnosed restorative treatment
• Educate every patient on the importance of maintaining the prescribed continuing care treatment

Verify with every patient their preferred method of confirmation prior to the scheduled appointment

Remind every patient that a scheduled appointment is a confirmed appointment

06

Schedule next continuing care appointment with every patient

07

Document today’s activity in every patient chart

SMS — Operating Poicies

Essential Tasks

Doctor

EDUCATE

REMIND

DOCUMENT

REVIEW

05

01

02

04

Review the effectiveness of the Confirmation Policy with the Policy Facilitator every month in:

• Dental Intel (Morning Huddle)
• Dental Intel (Performance Board → Unscheduled Patients, Cancellations, No Shows)

Set the stage for scheduled appointments to stick:

• Energize engagement with every patient
• Educate every patient on the importance of completing diagnosed restorative treatment
• Educate every patient on the importance of maintaining the prescribed continuing care treatment

Remind every patient that a scheduled appointment is a confirmed appointment

Document today’s activity in every patient chart

06

Identify tasks that are generating desired results

07

Identify tasks that are not being performed

SMS — Operating Poicies

Essential Tasks

Policy Facilitator

"The strength of the team is each individual member. The strength of each member is the team." - Phil Jackson

"The strength of the team is each individual member. The strength of each member is the team." - Phil Jackson

— Phil Jackson

The strength of the team is each individual member. The strength of each member is the team.

REVIEW

IDENTIFY

01

02

Review the effectiveness of the Confirmation Policy with the doctor every month in:

• Dental Intel (Morning Huddle)
• Dental Intel (Performance Board → Unscheduled Patients, Cancellations, No Shows)

Identify tasks that are generating desired results

03

Identify tasks that are not being performed

SMS — Operating Poicies