How long do patients typically have to wait on hold?

Studies show that after only 17 seconds, callers on hold become annoyed. How many patients have you irritated today? The patient is far more understanding if the front office employee explains why the patient is being asked to hold and provides the estimated time required. Knowing beforehand how long they can expect to wait reduces the chance of annoyance. Another option is to offer to call the person back within a brief and specific time period.

Do you provide patients information while they are on hold?

Educating the patient is essential in reinforcing the importance of professional dental care as well as informing patients about other services the practice provides. Use specially developed informative messages to tell callers about you, your team, and the services you provide. “On-Hold Messaging” allows you to choose specific messages for your needs such as promoting veneers, or porcelain inlays, or the importance of implants. You have the flexibility to change your message as often as you like. Most important, studies show callers will happily wait on-hold for more than three minutes if they are listening to useful information.

When you’re talking on the phone and a visitor walks in, who gets priority?

The patient who kept their appointment and is waiting to be greeted gets your attention. That means you need to interrupt the caller. The quickest way to get that caller’s attention is to say their name. “Mr. Smith, I have a patient who just walked in, may I ask you to hold for a moment?” Wait for their agreement. Then acknowledge the patient, tell them you’ll be a moment and wrap-up your telephone conversation.

How many rings does the caller have to sit through before someone will pick up?

After 2 rings, patients are wondering if the office is closed. A real human being should answer your phone by the second ring. If you have messages on voicemail during your work day, it is best to determine why the phone is not being answered.

How does your team answer the office phone?

The best approach is, “Thank you for calling Dr. Brown’s office. This is Amy. How may I direct your call?” This standard greeting gives the caller information and provides immediate assistance to address their specific concern.

At what point do you get the patient’s name and phone number?

As soon as the patient is finished talking (never interrupt), the patient’s name and phone number should be reinforced if they have been given. If they have not, name and number should be requested. Obtaining the patient’s name will often secure a commitment from them if they are uncertain about whether they should schedule an appointment. Also request the patient’s address.

Have you ever said, “Please hold” to a caller?

Never put a caller on-hold without asking for their permission and waiting for their response. “Mrs. Jones, may I put you on hold while I check on that?” How many times have you placed a call to a business and been clicked almost immediately into hold? You cannot even utter a grunt without being cut-off. Putting customers on hold without their consent is rude and inconsiderate.

Want to tell patients that dental care isn’t important? Send a cheap, cheesy 3×5 postcard that says: “Time for your cleaning and checkup. Call us today!” And then sit back and watch patient attrition, no-shows, and cancellations climb. Postcards with pictures of cartoon characters, cuddly animals, and scenic vistas that have absolutely nothing to do with professional dental services offer some of the most unprofessional marketing you can do for your practice.

Recall is your reputation. The tools you use to promote it either convey the image of a health care provider that is offering a valuable and necessary service, or they don’t. Moreover, recall is your primary practice feeder. A successful recall program is indicative of a thriving and healthy practice. How’s yours these days?

Rather than giving your patients an excuse to cancel, give them a good reason to return. Send a recall reminder notice that emphasizes the importance and value of your care. Check out my newly designed “recall reminder notices” HERE.

I received some great news this morning from one of our 2005 clients in Michigan. Not only has it been cold there but the recession really hit them hard.

She shared with me..

Last January was slowwwww–recession, etc. So, I printed 5,000 flyers and went to schools, physicians offices, pharmacies and local businesses and organizations with my flyers! (Trust me…it wasn’t her staff that went, it was Kathy the dentist and her team!) We offered free exams and x-rays for uninsured patients for February Children’s Dental Health Month and my practice has been booming ever since. Comparing January 2010 to January 2011, my production is up 61.7%! We offered the same again this month with great success. We’ve already seen 68 new patients this year.

It has been nice these past 5 years to have your systems in place. We always have a consistent plan of action and my employees know exactly what their respective jobs/responsibilities are. I have just as much energy at the end of the day as when I started the day. LOVE THAT!

Dr. Kathy is happy, positive and SHE and HER TEAM….MADE IT HAPPEN! Congratulations!

Be proactive this week…..you too can MAKE IT HAPPEN!
Sally

Hi Sally,

In your latest newsletter you gave industry data for the number of new patients per month for a healthy practice (16-25). Do you have any numbers for a pediatric dental practice? Thanks for your time.

Dr. Mark

Hi Dr. Mark,

The point to keep in mind when determining a “healthy” new patient number is considering how much business is going out the back door. And, while practice’s don’t like to think they lose patients….they do. That’s why the majority of solo practitioners are still solo after many years in practice. So, the answer to your question is that ideally you would treat 2 x the patients going out the back door in comprehensive exams to sustain growth.

For example: Year to date this year (9 months) you had 1200 patients due to return on the recall system. You actually treated 975 which 225 were not retained through the system or 25 patients a month and you treated an average of 12 comprehensive exams per month. You lost 2 x out the back door. Your new patient numbers per month should have been 2x the loss or 50 new patients a month. Hope this helps.
Sally