12.29.17 Issue #825 info@mckenziemgmt.com 1-877-777-6151 Forward This Newsletter

Convert Emergency Patients to Loyal Patients
By Sally McKenzie, CEO

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Your Scheduling Coordinator, Jane, just took a call from an emergency patient. She made it clear that fitting him in would be a bit of an inconvenience, but she would make it happen. Before hanging up, she warned that he might have to wait once he arrives, and made sure he understood that payment would be due before leaving the practice.

If this is how your team members respond to emergency calls, it’s probably safe to say you don’t convert many emergency patients into loyal patients. Yes, these patients tend to throw off your schedule and create a bit of chaos in your day – but if they leave happy with their experience, they’ll likely come back for another appointment, and they might even refer.

In fact, 80% of all emergency patients who walk into your practice should be converted into a comprehensive exam, according to the industry standard. Just think about what that could mean for practice productivity and your bottom line.

Remember, emergency patients are often scared and in a lot of pain. They don’t have a dental home, and represent a fantastic opportunity to grow your patient base. Many dentists don’t take advantage of this opportunity, though, rushing emergency patients in and out as quickly as possible. These patients rarely come back, after all, so most dentists don’t spend a lot of time educating them or building connections. They simply get them out of pain and send them on their way.

If you make the right changes, many of the emergency patients you treat will want to call your practice their new dental home. Not convinced? Here are a few of the most common mistakes dental teams make with emergency patients, and how to correct them.

There’s no script. Let’s go back to that initial call. Most team members see calls from emergency patients as a disruption. They don’t want to throw off the schedule, and they know these are just one-time patients who don’t do much to help grow the practice. Patients can sense this attitude, and feel like they’re viewed as a nuisance. They accept the appointment because they’re in pain, but they’ve likely already decided they won’t be back.

To make these patients feel more welcome, develop a script that team members can turn to during the initial call. A well thought out script will help them know exactly what to say to put patients at ease. Team members should also adopt a caring tone as they gather the necessary information from these distressed patients.

There’s not enough education. Because emergency patients are a bit of a disruption, many dentists don’t spend a lot of time educating them about their condition or the benefits of routine dental care. So they leave the practice feeling better, but without any more information about how to prevent problems in the future.

I suggest you spend time educating these patients so they understand how they can improve their oral health. Show photos from the intraoral camera as well as x-rays. Let them know what services you offer that can help them achieve optimal oral health. Talk with them about the importance of comprehensive oral exams, then encourage them to schedule before they leave.

There isn’t a plan for emergencies. Part of the reason team members cringe every time an emergency patient calls is because they’re simply not prepared to handle an emergency. They know working these patients in will throw the schedule off, causing extra stress for the entire practice. This becomes a lot easier if you have slots in your schedule specifically for emergency patients.

Another tip? Leave openings for emergency patients who are ready to schedule a comprehensive exam before they leave. You’ll want to schedule them as soon as possible, ideally within a week after the emergency visit.

There’s no follow up. Even if they schedule an exam before they leave, I suggest you follow up with every emergency patient to see how they’re doing. Use this call as an opportunity to thank them for choosing your practice, and address any questions or concerns they might have. But don’t stop there. Send a packet of information via snail-mail filled with information about your practice and the services you provide. Include a handwritten note. Patients will be impressed that you took the time to send a personalized message, and will start feeling that all-important connection to your practice.

Treating emergency patients might make your schedule a little hectic, but if you take the time to provide education and really make them feel at ease, they’ll be much more likely to come back. The emergency might be enough to show them how important proper dental care really is, and you want your practice to be at the top of their list of potential new dental homes. If you make the right changes, it will be.

Next week: Tips to put emergency patients at ease and win their loyalty

For additional information on this topic and more, visit my blog: The Lighter Side

Interested in speaking to me about your practice concerns? Email sallymck@mckenziemgmt.com
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