business operating systems chapter 62 copyright © 2009, 2006 by saunders, an imprint of elsevier...

Business Operating SystemsBusiness Operating Systems

Chapter 62Chapter 62

Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.


Lesson 62.1Lesson 62.1


Learning ObjectivesLearning Objectives

Pronounce, define, and spell the Key Terms.Pronounce, define, and spell the Key Terms. Discuss the role of the office manager/business Discuss the role of the office manager/business

assistant in the dental office.assistant in the dental office. Identify types of practice records and files.Identify types of practice records and files. Identify how to use these filing systems: alphabetic, Identify how to use these filing systems: alphabetic,

numeric, cross-reference, chronologic, and subject.numeric, cross-reference, chronologic, and subject. Describe the function of computerized practice-Describe the function of computerized practice-

management systems and manual bookkeeping management systems and manual bookkeeping systems.systems.

Describe the process of scheduling appointments for Describe the process of scheduling appointments for maximum productivity.maximum productivity.


IntroductionIntroduction

Efficient and effective business systems can:Efficient and effective business systems can: Increase productivityIncrease productivity Decrease stress Decrease stress Increase patient confidence Increase patient confidence


Role of the Business AssistantRole of the Business Assistant

Greeting patientsGreeting patients Answering the telephoneAnswering the telephone Scheduling appointments Scheduling appointments Managing patient records Managing patient records Managing the accounting systemManaging the accounting system Managing recall and inventory-control systems Managing recall and inventory-control systems Overseeing practice marketing activities Overseeing practice marketing activities Managing the payroll Managing the payroll Presenting and making financial arrangements Presenting and making financial arrangements


Operating Procedure Manual Operating Procedure Manual

Communicate the policies and procedures for Communicate the policies and procedures for staff to follow:staff to follow: Office communications Office communications Staff policies Staff policies Employment policies Employment policies Types of office records Types of office records Infection-control policy Infection-control policy Clinical procedures Clinical procedures Professional organizations Professional organizations


HIPAA Privacy Compliance ListHIPAA Privacy Compliance List

Specific areas that must be included in the procedure Specific areas that must be included in the procedure manual:manual: Know the law. Become familiar with HIPAA regulations. Know the Know the law. Become familiar with HIPAA regulations. Know the

requirements of your state privacy laws.requirements of your state privacy laws. Adopt or develop the required forms to put into action the privacy Adopt or develop the required forms to put into action the privacy

policies and procedures.policies and procedures. Train the dental staff on the privacy policies and procedures and Train the dental staff on the privacy policies and procedures and

designate a privacy officer and a contact person to receive designate a privacy officer and a contact person to receive complaints. Make sure to document the training.complaints. Make sure to document the training.

Notify patients of the new policies by posting and distributing a Notify patients of the new policies by posting and distributing a Notice of Privacy Practice, and obtain written permission by the Notice of Privacy Practice, and obtain written permission by the patient’s Acknowledgment of Receipt of Notice of Privacy Practice.patient’s Acknowledgment of Receipt of Notice of Privacy Practice.

Make sure policies and procedures are fully implemented and up to Make sure policies and procedures are fully implemented and up to date. If changes need to be made, make sure the modifications are date. If changes need to be made, make sure the modifications are documented.documented.


Personnel Manual Personnel Manual

Job description for each employee Job description for each employee Provisional employmentProvisional employment Maternity leaveMaternity leave Disciplinary measuresDisciplinary measures Sexual harassmentSexual harassment Termination Termination Pay periodPay period Working hoursWorking hours Employee benefits (paid holidays, vacation, sick Employee benefits (paid holidays, vacation, sick

time)time)


Patient Recordkeeping Patient Recordkeeping

Patient dental records Patient dental records Patient registration, medical and dental history Patient registration, medical and dental history

form, examination findings, diagnosis and form, examination findings, diagnosis and treatment plans, a record of all treatment provided, treatment plans, a record of all treatment provided, and radiographs and radiographs

Patient financial recordsPatient financial records Patient statement or ledger including all of the Patient statement or ledger including all of the

individual patients’ financial accounts individual patients’ financial accounts


Fig. 62-2 Patient ledger. Fig. 62-2 Patient ledger. ((Courtesy of Colwell, a division of Patterson Companies, Inc, 800-637-1140.Courtesy of Colwell, a division of Patterson Companies, Inc, 800-637-1140. ))


Fig. 62-3 Computerized patient account screen. Fig. 62-3 Computerized patient account screen. (Courtesy of Eaglesoft, a division of Patterson Dental, Inc.)(Courtesy of Eaglesoft, a division of Patterson Dental, Inc.)


Business RecordkeepingBusiness Recordkeeping

Accounts-receivable records Accounts-receivable records Practice expenses awaiting payment Practice expenses awaiting payment Expense records Expense records Payroll records Payroll records Business correspondence Business correspondence Canceled checks and bank statements Canceled checks and bank statements Record of income and expenses Record of income and expenses Financial statementsFinancial statements


FilingFiling

Filing is the act of classifying and arranging Filing is the act of classifying and arranging records to be preserved safely and retrieved records to be preserved safely and retrieved quickly when needed.quickly when needed. Keep the filing system simple.Keep the filing system simple. Label folders clearly. Label folders clearly. Leave adequate working space in each file. Leave adequate working space in each file. Label shelves or drawers. Label shelves or drawers. Use out guides.Use out guides. Presort.Presort.


Basic Filing Systems Basic Filing Systems

Alphabetical filingAlphabetical filing This is the easiest and most commonly used This is the easiest and most commonly used

system.system. Items are filed in straight alphabetical Items are filed in straight alphabetical

(A-B-C) order in accordance with the basic rules of (A-B-C) order in accordance with the basic rules of indexing. indexing.

(Cont’d)(Cont’d)


Basic Filing SystemsBasic Filing Systems


Numeric filingNumeric filing A number is assigned for each chart or document.A number is assigned for each chart or document. In straight numerical filing, all items are filed in In straight numerical filing, all items are filed in

strict 1-2-3 order.strict 1-2-3 order. This system is commonly used in large group This system is commonly used in large group

practices.practices. It is necessary to maintain a cross-reference file. It is necessary to maintain a cross-reference file. (Cont’d)(Cont’d)


Basic Filing Systems Basic Filing Systems


Color-Coded FilingColor-Coded Filing Adhesive tabs that combine colors and letters are Adhesive tabs that combine colors and letters are

used to indicate the first two letters of the patient's used to indicate the first two letters of the patient's last name. last name.


Files on HandFiles on Hand

Active files Active files Files of patients who have been seen within the Files of patients who have been seen within the

past 2 to 3 years are maintained in the areas of past 2 to 3 years are maintained in the areas of easiest accessibility.easiest accessibility.

Inactive files Inactive files Files of patients that are not in use are maintained Files of patients that are not in use are maintained

in a less convenient area but are still accessible if in a less convenient area but are still accessible if needed. needed.


Record Protection and Confidentiality Record Protection and Confidentiality

Computerized files Computerized files Back up all files each business day. Back up all files each business day. Keep two sets of backup files, one in the office Keep two sets of backup files, one in the office

and a second set outside of the office. and a second set outside of the office. Paper filesPaper files

Records are protected in fire-resistant file cabinets Records are protected in fire-resistant file cabinets and are properly closed each business day. and are properly closed each business day.


Appointment Scheduling Appointment Scheduling

With efficient scheduling:With efficient scheduling: Patients are seen on time. Patients are seen on time. The patient load is well balanced. The patient load is well balanced. The dentist and staff are able to make good use of The dentist and staff are able to make good use of

their time. their time. The stress level is decreased. The stress level is decreased. Production goals are reached. Production goals are reached. Patients are happy. Patients are happy.


The Appointment Book The Appointment Book

Specific qualities of the computerized or Specific qualities of the computerized or manual systemmanual system With or without printed datesWith or without printed dates Number of columns Number of columns

• Need of the practiceNeed of the practice

• Per treatment areaPer treatment area

Units of timeUnits of time• 10, 15, or 30 minutes 10, 15, or 30 minutes


Outlining the Appointment Book Outlining the Appointment Book

Four basic elements to be OutlinedoFour basic elements to be Outlinedo Office hours: opening, closing, lunch hour, and Office hours: opening, closing, lunch hour, and

days off days off Buffer time: emergency patients and short Buffer time: emergency patients and short

appointments such as denture adjustments or appointments such as denture adjustments or suture removalsuture removal

Meetings: dental and staff meetingsMeetings: dental and staff meetings Holidays Holidays


Fig. 62-9 A typical daily format for scheduling.Fig. 62-9 A typical daily format for scheduling.


Appointment-Book EntriesAppointment-Book Entries

All entries must be:All entries must be: AccurateAccurate LegibleLegible CompleteComplete Written in pencil Written in pencil


An Appointment Entry Must IncludeAn Appointment Entry Must Include

The patient’s nameThe patient’s name The patient’s business and home telephone The patient’s business and home telephone

numbersnumbers An abbreviation of the treatment to be An abbreviation of the treatment to be

providedprovided The length of the appointmentThe length of the appointment Special notations (“new patient,” “requires Special notations (“new patient,” “requires

premedication”) premedication”)


Daily Scheduling Rules Daily Scheduling Rules

Do not schedule too many difficult procedures Do not schedule too many difficult procedures close together. close together.

Allow time for treatment-area cleanup. Allow time for treatment-area cleanup. Educate your patients about and reinforce Educate your patients about and reinforce

treatment times. treatment times. Protect the appointment book from patients’ Protect the appointment book from patients’

eyes; this is private information. eyes; this is private information.


Scheduling Special Situations Scheduling Special Situations

New patients New patients Schedule them as soon as possible after they call.Schedule them as soon as possible after they call.

Oral-hygiene patientsOral-hygiene patients Work out a list of average times required for Work out a list of average times required for

certain types of hygiene visits.certain types of hygiene visits. ChildrenChildren

Younger children should be scheduled in the Younger children should be scheduled in the morning; school breaks are also a good time for morning; school breaks are also a good time for appointments. appointments.



Scheduling Special SituationsScheduling Special Situations

(Cont’d)(Cont’d) Emergency patientsEmergency patients

See them as quickly as possible, using buffer time.See them as quickly as possible, using buffer time. Series of appointmentsSeries of appointments

Must know:Must know:• Number of appointmentsNumber of appointments

• Number of units for Number of units for each appointmenteach appointment

• Laboratory timeLaboratory time

Expanded-function dental assistant Expanded-function dental assistant


Confirming AppointmentsConfirming Appointments

Confirm all appointments by telephone Confirm all appointments by telephone the day before the appointment.the day before the appointment.

Confirmation prevents many cancellations far Confirmation prevents many cancellations far enough in advance to allow the time to be enough in advance to allow the time to be used effectively. used effectively.


Patient Circumstances Patient Circumstances

Late patientsLate patients Canceled appointmentsCanceled appointments Short-notice appointments Short-notice appointments


Daily Schedule Daily Schedule

A copy of the schedule is posted in:A copy of the schedule is posted in: Each treatment area (away from patients’ view)Each treatment area (away from patients’ view) The sterilization centerThe sterilization center The laboratoryThe laboratory The dentist’s private office The dentist’s private office



Lesson 62.2Lesson 62.2


Learning ObjectivesLearning Objectives

Identify three types of preventive recall Identify three types of preventive recall systems and state the benefits of each.systems and state the benefits of each.

Discuss the management of inventory Discuss the management of inventory systems.systems.


Preventive Recall System Preventive Recall System

Regularly scheduled preventive care is Regularly scheduled preventive care is

important for a patient's dental health. important for a patient's dental health.


Types of Recall Systems Types of Recall Systems

Continuing-appointment system Continuing-appointment system The patient is given a specific appointment time The patient is given a specific appointment time

and date for the next recall visit. and date for the next recall visit. Written recall notification Written recall notification

A recall card or postcard is mailed to schedule an A recall card or postcard is mailed to schedule an appointment for continuing care. appointment for continuing care.

Recall by telephone Recall by telephone A list of the names and telephone numbers is A list of the names and telephone numbers is

maintained for the month. maintained for the month.


Inventory Management Inventory Management

An inventory system should be:An inventory system should be: SimpleSimple Readily workableReadily workable Kept up to dateKept up to date


Ordering SuppliesOrdering Supplies

What to know before ordering:What to know before ordering: Full brand name of the product Full brand name of the product Descriptive information Descriptive information Purchase sourcePurchase source Necessary catalog numbersNecessary catalog numbers Quantity purchase rates and reorder quantityQuantity purchase rates and reorder quantity


Reorder Point Reorder Point

The reorder point is determined by:The reorder point is determined by: Rate of use of the product on a daily, weekly, or Rate of use of the product on a daily, weekly, or

monthly basis. monthly basis. Lead time is the estimated time for delays in Lead time is the estimated time for delays in

ordering, shipping or the possibility of ordering, shipping or the possibility of backordering. backordering.


Reorder QuantityReorder Quantity

Quantity is determined by:Quantity is determined by: Rate of use: How often is the product used? Rate of use: How often is the product used? Shelf life: When is the expiration date? Shelf life: When is the expiration date? Storage problems: Do you have room?Storage problems: Do you have room? Purchase rate: Is it a good buy? Purchase rate: Is it a good buy? Investment: Do you have the cash flow? Investment: Do you have the cash flow?


Special Situations When OrderingSpecial Situations When Ordering

BackordersBackorders Item is not available for delivery with orderItem is not available for delivery with order

Order exchange, return, or replacementOrder exchange, return, or replacement Due to a variety of factorsDue to a variety of factors


Dental Supply Budget Dental Supply Budget

Consumable supplies are those that are “used up” Consumable supplies are those that are “used up” as part of their function. as part of their function.

Disposables are items that are used once and then Disposables are items that are used once and then discarded. discarded.

Expendable items are materials of relatively low Expendable items are materials of relatively low cost that are used up in a short time. cost that are used up in a short time.

Nonexpendable items are smaller pieces Nonexpendable items are smaller pieces of equipment or instruments that will eventually be of equipment or instruments that will eventually be replaced. replaced.

Major equipment includes larger pieces Major equipment includes larger pieces of equipment.of equipment.


EquipmentEquipment

Equipment records Equipment records Date of purchaseDate of purchase Name of supplier Name of supplier Expiration date of manufacturer's warranty Expiration date of manufacturer's warranty Model and serial numbers Model and serial numbers


WarrantyWarranty

A warranty is a written statement that A warranty is a written statement that

outlines the manufacturer’s responsibility outlines the manufacturer’s responsibility

for replacing or repairing a piece of for replacing or repairing a piece of

equipment over a limited time. equipment over a limited time.


Service on EquipmentService on Equipment

Service contract Service contract Emergency repairs and possibly some routine Emergency repairs and possibly some routine

maintenance are provided maintenance are provided Service call Service call

Have complete information Have complete information about the problem available.about the problem available.


business operating systems chapter 62 copyright © 2009, 2006 by saunders, an imprint of elsevier...

Documents

imprint of elsevier

privacy policies

sure policies

notice of privacy practice

patient records

dental office

new policies

privacy officer