Which Sudden Impact Do We Need?
There are too many gaps in our schedule from patients who don't bother to show up to their appointments, so our consultant has recommended this Sudden Impact Solution.
What is Sudden Impact 2: Reducing No-Shows and Cancellations?
Our office does not have an effective system for tracking and collecting over-the-counter payments or for following up with overdue accounts, so we're seeking immediate help with this problem.
How do we increase collections?
This is a style of verbal phrasing that begins by describing the benefit or advantage of the suggested next step you're encouraging a patient to take.
Examples include phrases like "So that you...," "in order for you to...," and "Because you said...."
What are benefit-plus-procedure statements?
The dashboard view of this component is used to identify the gap between the month-to-date goal and the month-to-date production.
What is the Production component?
We utilize this handy aid to adapt sample scripts for use in our own office.
What is the Script Development Tool?
Our practice does not have a clearly defined brand or social media presence, our website is very basic, and we have not allocated any money in the budget for marketing. We are in dire need of this Sudden Impact Solution.
What is Sudden Impact 5: Increasing New Patients?
Because our office has this kind of problem, our consultant wrote a Sudden Impact Action Plan that requires us to use the My Day and Treatment Planning components to focus on outstanding treatment plans.
What is low case acceptance?
These types of inquiries begin with words like "what," "how," or "tell me" and encourage the speaker to give more than one-word responses.
What are open-ended questions?
This component allows you to see new patient numbers by clinician and patient retention numbers.
What is the Patient Base component?
This is the primary goal of all new patient inquiry calls.
What is building a relationship with the caller?
(Although you ideally want the caller to schedule an appointment and become a new patient, you cannot win the caller's trust without first building a relationship.)
During a team meeting, the team begins to vent about being stressed for time, saying their daily goal is unattainable. The hygienists are frustrated because the doctor never seems to be available to do exams, and as a result, they run behind on the schedule. In looking at the platform with the team, you notice that 3 of the next 10 days are scheduled at 150% of goal and the other 7 days are far below goal.
Our consultant recommended this Sudden Impact Solution.
What is Sudden Impact 6: Improving Schedule Efficiency?
Our appointments are always running over. Because we are in such dire need of this, our consultant has created an Action Plan requiring us to create ideal scheduling templates for each clinician with an efficient mix of procedures to meet hourly and daily goals.
How do we improve scheduling efficiency?
When potential new patients call for the first time, this is how you ensure they get scheduled for the appropriate kind of appointment.
What is filtering?
When we need help with case acceptance, we open the Planning Efficiency tab of this component and review case acceptance by clinician for new and existing patients. Then we open the Opportunity tab of this same component and review the ranges of treatment plans to identify acceptance opportunities.
What is the Treatment Planning component?
This form provides front desk team members with speaking prompts and sample scripting to guide them through the beginning process of gathering information about and building a relationship with a new patient.
What is the New Patient Telephone Intake Sheet?
Our office is understaffed and has too many debts to make room in the budget to hire more team members. We don't have clear guidelines for patient payment plans to resolve balances, and we're not really sure whether our production and collections are at goal. We desperately need this Sudden Impact Solution ASAP!
What is Sudden Impact 7: Improving Cash Flow?
Because we have a problem with this, one of our Action Plan steps is to create patient cancellation guidelines.
What is a high amount of cancellations and no-shows?
When speaking to a patient on the phone, the art of saying yes when the answer is no highlights THIS.
What is...what you CAN do for the patient rather than what you cannot do?
(Even though the patient didn’t get the specific answer they were hoping for, there was value in the call.)
The Detail view of this component allows us to see how many appointments are being no-showed or cancelled daily, at what efficiency the doctor and hygiene appointments are being scheduled, and general scheduling trends by individual clinician.
What is the My Day component?
What four factors contribute to creating a professional, consistent phone greeting?
What are your WORDS, ENERGY, SPEED, and TONE?
Our office does not track or contact patients with unscheduled treatment, we do not have a strategy for patients who have unscheduled treatment due to financial concerns, and we're not even sure whether our fees for treatment are priced correctly. This is the Sudden Impact Solution our consultant has presented to help us right away.
What is Sudden Impact 1: Increasing Production?
Since we have an immediate need for this, our consultant has us playing the Jelly Bean Jar Game to encourage everyone in our office to ask patients for referrals and online testimonials/reviews.
How do we increase our inflow of new patients?
These are the two words to avoid using with patients while making courtesy calls.
What are "remind" and "confirm"?
You believe that a client has had a recent drop in Case Acceptance. It is the 6th day of the month and the client is at 25% of goal. Projected Revenue shows that only 1 day in the next 10 is scheduled to goal. You decide to deploy Sudden Impact 4: Increasing Case Acceptance. These TWO components of the dashboard will confirm this is the correct path to take with the client.
What are the Treatment Planning and My Day components?
This is the written set of expectations your team expects your patients to follow when they make appointments.
What are your No-Show and Cancellation Guidelines?