Once in a while the process and the steps are not followed. We have a system that has worked for over a decade. It works because all of the team know their part and follow it.
We are all about using our system to give our patients a consistently good experience.
A good example is MacDonald’s. Their big mac is the same in Houston as it is in dallas and in London? Why is it consistent? Because the person that puts the pickle on the bun always puts it above the meat patty. Always. If they run out of pickle you ask? They close the store until they get more pickle ( and fire the person that forgot to order it). THEY NEVER make the big mac different.
Don’t believe me? Read this
So for our NEW PATIENT EXAM IN HYGIENE:
- The patient has an appointment with the hygienist, who takes vitals, medical and dental intake and x-rays. Does a prophy and an exam
- The hygienist calls for a front desk/ new patient coordinator and updates them on dental treatment needs
- The hygienist or tx coordinator call for the dentist
- The team meets outside the treatment room and goes over the patient history, whom referred them, their needs and wants and any “ red hot buttons” to discuss or avoid discussing.
- The dentist enters the room fully aware of the needs and wants of the patient. The hygienist introduces them to patient: “ michelle, this is Dr. Penchas – Dr. Penchas – this is michelle- she is a new patient that was referred by her sister Janine”.
- At this point the hygienist can leave the room if they have another patient waiting.
- The dentist does a full exam and completes the treatment plan, answering any questions.
- The treatment coordinator completes the plan and escorts the patient out
Please note the following:
- TIMEOUT STAFF: If the doctor walks in the room without the team consult outside the room – let them know that you are not ready and take them out of the room. This can be done verbally or with the TIME OUT hand sign.
- CAN’T READ YOUR MIND: If you don’t tell the doctor this is a new patient, don’t give them info before they walk in, and don’t have a treatment coordinator in the room – the doctor will assume this is a follow up visit and they will do a follow-up exam.
- The doctors do not know all the patients by name or face and have other patients waiting. They are not mind readers, but they are on the clock!!! Tick Tick Tick.
- HYGIENIST IS OUT OF TIME: If there is no treatment coordinator or front desk person available and the hygienist is late for the next appointment.
- Have a dental assistant fill in – make sure they understand their role before leaving. They must wait outside the room and notify the dentist of the details before they walk into the room. They will write down the tx plan and provide it to a coordinator later.