CHAPTER 11

Appointment Management Systems

Copyright © 2011, 2006 Mosby, Inc., an affiliate of Elsevier. All rights reserved.Copyright © 2011, 2006 Mosby, Inc., an affiliate of Elsevier. All rights reserved.

APPOINTMENT CONTROL

An organized system of An organized system of appointment controlappointment control

1.1. Maximizes productivityMaximizes productivity

2.2. Reduces staff tensionReduces staff tension

3.3. Maintains concern for the Maintains concern for the patients’ needspatients’ needs

MAXIMIZING PRODUCTIVITY

Patients generate revenue; Patients generate revenue; therefore, a patient should therefore, a patient should be treated in every chair in be treated in every chair in

the office all day long.the office all day long.If there is an empty chair, If there is an empty chair,

then there is no production then there is no production and no revenue, but the and no revenue, but the

overhead continues. overhead continues.

REDUCING TENSION AND RESPECTING PATIENTS

Poor management of Poor management of appointments results in appointments results in

tension among staff tension among staff members and can turn the members and can turn the

reception room into a reception room into a waiting room of discontented waiting room of discontented

patients. patients.

CONTROL CENTER

The appointment The appointment book/system is the control book/system is the control

center of the office.center of the office.The practice should be The practice should be controlled controlled throughthrough the the

appointment system, not appointment system, not by by it.it.

APPOINTMENT MANAGEMENT

ManualManual

This system is quickly This system is quickly diminishing from the modern diminishing from the modern

dental office.dental office.ElectronicElectronic

Most popular system used Most popular system used todaytoday

SELECTION OF A TRADITIONAL BOOK

Most efficient format is the Most efficient format is the week-at-a-glance style. week-at-a-glance style.

Spiral binding most durableSpiral binding most durableMultiple columnsMultiple columns

Dates are an option; may Dates are an option; may vary by practicevary by practice

Units of time may vary.Units of time may vary.

TRADITIONAL APPOINTMENT BOOK

ELECTRONIC SCHEDULING FEATURES

AutoschedulerAutoscheduler

Allows the administrative assistant to Allows the administrative assistant to find an opening in a matter of secondsfind an opening in a matter of seconds

Can search on specific days, during Can search on specific days, during specific hours, and with selected specific hours, and with selected

providers providers Daily appointment screenDaily appointment screen

Shows treatment rooms in column formatShows treatment rooms in column format

This screen also has multiple views.This screen also has multiple views.

DAILY APPOINTMENT SCREEN

ELECTRONIC SCHEDULING FEATURES – CONT’D

Patient information windowPatient information window

Shows many types of Shows many types of information, such as information, such as

demographical, financial, demographical, financial, insurance, recall, and insurance, recall, and

appointmentsappointments

PATIENT INFORMATION SCREEN

ELECTRONIC SCHEDULING FEATURES

Locate appointment Locate appointment

Allows assistant to search to see if a patient Allows assistant to search to see if a patient has an existing appointmenthas an existing appointment

ELECTRONIC SCHEDULING FEATURESGoal tracking Goal tracking

Provides a variety of analyses for the practiceProvides a variety of analyses for the practice

ELECTRONIC SCHEDULING FEATURES

Short call list Short call list

Tracks appointments that were Tracks appointments that were cancelled and not rescheduled, cancelled and not rescheduled, patients who want to come in patients who want to come in

earlier, and patients who want to earlier, and patients who want to be called if there is a be called if there is a

cancellation.cancellation.

SHORT CALL LIST

ADVANTAGES OF AN ELECTRONIC

APPOINTMENT SYSTEM

Treatment rooms can be color coded.Treatment rooms can be color coded.

Production goals can aid in Production goals can aid in appointment scheduling.appointment scheduling.

Production data are visible daily.Production data are visible daily.

Data entries are easier to read.Data entries are easier to read.

Autoscheduling eliminates paging Autoscheduling eliminates paging through the book.through the book.

Various screen viewing modes are Various screen viewing modes are available.available.

ADVANTAGES OF AN ELECTRONIC

APPOINTMENT SYSTEMCross-reference saves time and motion.Cross-reference saves time and motion.

Patient data are more likely to be Patient data are more likely to be accurate.accurate.

Searching for appropriate appointment Searching for appropriate appointment openings is easier.openings is easier.

Procedures can be posted to several Procedures can be posted to several different records from one entry.different records from one entry.

Patient follow-up is easier.Patient follow-up is easier.No manual record filing is necessary.No manual record filing is necessary.

APPOINTMENT BOOK MATRIX

A matrix is an outline of the A matrix is an outline of the appointment book. appointment book.

It should be completed It should be completed before using a new before using a new

appointment book or appointment book or electronic system.electronic system.

APPOINTMENT BOOK MATRIX

Elements of a matrix include:Elements of a matrix include:

HolidaysHolidays

Vacation daysVacation days

Lunch hoursLunch hours

School calendarSchool calendar

Staff meetingsStaff meetings

Professional meetingsProfessional meetings

Buffer periodsBuffer periods

BUFFER PERIODS

This is a small amount of time set This is a small amount of time set aside to absorb the hectic aside to absorb the hectic

workload of the day or to allow workload of the day or to allow for emergencies.for emergencies.

Generally, a 1-unit increment of Generally, a 1-unit increment of time set aside in the time set aside in the morningmorning and and

again in the again in the afternoonafternoon allows allows time for time for unexpected emergencies unexpected emergencies or or buffers an already hectic day.buffers an already hectic day.

BUFFER PERIODS

The buffer period should not be The buffer period should not be inserted during the busiest inserted during the busiest

periods of the day.periods of the day.A dentist should always be A dentist should always be prepared to see patients of prepared to see patients of

record for emergencies or make record for emergencies or make provision for such coverage in provision for such coverage in

his or her absence.his or her absence.

EMERGENCY PATIENTS

Should be seen during buffer periodsShould be seen during buffer periodsDetermine if it is a true emergency by Determine if it is a true emergency by

questions: questions:

What type of discomfort are you What type of discomfort are you experiencing?experiencing?

Where is the discomfort?Where is the discomfort?

Is it a sharp or dull pain?Is it a sharp or dull pain?

Is it sensitive to hot, cold, or pressure?Is it sensitive to hot, cold, or pressure?

How long has this been bothering you?How long has this been bothering you?

YOUNG CHILDREN

Very young children should be Very young children should be scheduled so as not to interfere scheduled so as not to interfere

with their routine naps.with their routine naps.Children may be more active and Children may be more active and

alert in the early morning.alert in the early morning.Seek the caregiver’s advice on Seek the caregiver’s advice on

the time when the child can best the time when the child can best be attentive to such treatment, if be attentive to such treatment, if

it is not an emergency.it is not an emergency.

OLDER ADULTS

May require special attentionMay require special attentionAvoid traffic rush timesAvoid traffic rush times

Determine whether they will Determine whether they will need to be escorted by need to be escorted by

someone elsesomeone elseAvoid drawing attention to Avoid drawing attention to

their agetheir age

DOCTOR’S BIOLOGICAL CLOCK

Generally best to schedule Generally best to schedule the most complex procedures the most complex procedures during the time of day that during the time of day that the doctor has peak energy.the doctor has peak energy.

SCHEDULING FOR PRODUCTIVITY

The dentist should focus on The dentist should focus on procedures that are most procedures that are most

profitable and delegate routine profitable and delegate routine tasks whenever legally possible.tasks whenever legally possible.

Keep “power blocks” of time Keep “power blocks” of time reserved for the most complex reserved for the most complex

and productive procedures.and productive procedures.

EXTENDED OFFICE HOURS

Some offices may extend hours Some offices may extend hours beyond the typical 5:00 day.beyond the typical 5:00 day.

These hours may include early These hours may include early morning, evening time, or morning, evening time, or

weekend days.weekend days.This time should be reserved This time should be reserved for working persons who need for working persons who need

to come later in the day.to come later in the day.

MANAGEMENT OF PRIME TIME

Prime time is the busiest Prime time is the busiest time in the dental office, time in the dental office,

most frequently requested by most frequently requested by patients.patients.

This varies by community.This varies by community.Reserve this time for those Reserve this time for those

patients who must come at a patients who must come at a later or prime time.later or prime time.

HABITUALLY LATE PATIENTS

Only a small number of patients Only a small number of patients may fall in this category.may fall in this category.

Stress the importance of the time Stress the importance of the time reserved for the patientreserved for the patient

As a last resort, you might try As a last resort, you might try scheduling the person for an scheduling the person for an

earlier time on the appointment earlier time on the appointment card than is recorded in the book card than is recorded in the book

(be careful about this when (be careful about this when making a confirmation call!)making a confirmation call!)

SERIES OF APPOINTMENTS

When a patient needs to When a patient needs to return to the office for return to the office for

several appointments, it is several appointments, it is wise to schedule them on the wise to schedule them on the

same day and time of the same day and time of the week to avoid confusion.week to avoid confusion.

PATIENT WHO ARRIVES ON THE WRONG DAY

The error may be the patient’s or The error may be the patient’s or the staff person’s. the staff person’s. Never be defensive!Never be defensive!

Try to modify the schedule if it is Try to modify the schedule if it is your error.your error.

Try to reschedule if it is the Try to reschedule if it is the patient’s error.patient’s error.

DROP-INS

An office policy must be established An office policy must be established about walk-in patients.about walk-in patients.

Some offices accept walk-in patients Some offices accept walk-in patients routinely and can compensate for routinely and can compensate for this with multiple staff persons.this with multiple staff persons.

If walk-ins are not accepted, then If walk-ins are not accepted, then try to accommodate the patient as try to accommodate the patient as

soon as possible in the schedule and soon as possible in the schedule and explain the office policy to the explain the office policy to the

patient.patient.

BROKEN APPOINTMENTS

When an emergency arises, a When an emergency arises, a patient may need to cancel an patient may need to cancel an appointment, but consistently appointment, but consistently broken appointments become broken appointments become

a liability to the dentist.a liability to the dentist.Explain the office policy to the Explain the office policy to the

patient and inform him or her of patient and inform him or her of the importance of keeping the importance of keeping

appointmentsappointments.

BROKEN APPOINTMENTS

If the broken appointments If the broken appointments persist, the dentist needs to persist, the dentist needs to

take a proactive role by take a proactive role by explaining that the lack of explaining that the lack of

cooperation is not acceptable.cooperation is not acceptable.Broken appointments should Broken appointments should

be noted in the patient’s be noted in the patient’s record.record.

DOVETAILING

Minor types of treatment can be Minor types of treatment can be easily scheduled concurrently with easily scheduled concurrently with

other treatment.other treatment.

Denture adjustments, suture Denture adjustments, suture removal, healing check, restoration removal, healing check, restoration

polish, or dressing changes polish, or dressing changes In an expanded-duties practice, In an expanded-duties practice,

many of these procedures are done many of these procedures are done by a qualified staff member and must by a qualified staff member and must

be dovetailed into that person’s be dovetailed into that person’s schedule. schedule.

ESTABLISHING AN APPOINTMENT TIME

It is best to offer a patient two It is best to offer a patient two appointment times, one in the appointment times, one in the

morning and one in the afternoon, morning and one in the afternoon, rather than ask the patient what rather than ask the patient what

time is best for him or her.time is best for him or her.

This avoids telling a patient “That This avoids telling a patient “That time is not available” when he or time is not available” when he or

she asks for a specific time.she asks for a specific time.

CONFIRMING APPOINTMENTS

Dentistry through the years Dentistry through the years has adopted the policy of has adopted the policy of confirming appointments.confirming appointments.If the office would like to If the office would like to

reduce the amount of reduce the amount of confirmations, ask the patient confirmations, ask the patient if he or she needs a courtesy if he or she needs a courtesy confirmation call or notice. confirmation call or notice.

TRADITIONAL APPOINTMENT BOOK

An entry in the traditional An entry in the traditional appointment book must be appointment book must be

made in pencil.made in pencil.

It must be accurate, It must be accurate, complete, and legible.complete, and legible.

APPOINTMENT INFORMATION

FOR A TRADITIONAL APPOINTMENT BOOK

Patient's full name, with cross-reference Patient's full name, with cross-reference in case of duplication of namesin case of duplication of names

Home and business telephone numbers Home and business telephone numbers to confirm the appointment or to reach to confirm the appointment or to reach

the patient in case of an emergencythe patient in case of an emergencyTreatment to be doneTreatment to be done

Age of patient (if a child)Age of patient (if a child)Length of the appointment, indicated Length of the appointment, indicated

with an arrowwith an arrowSpecial notations (e.g., new patient, Special notations (e.g., new patient, premedication required, case at the premedication required, case at the

laboratory)laboratory)

SYMBOLS COMMONLY USED

IN THE APPOINTMENT BOOK

If using a manual system, a pre-If using a manual system, a pre-established list of symbols for established list of symbols for

common treatments and units of common treatments and units of time needed to complete time needed to complete

treatment should be provided to treatment should be provided to the administrative assistant for the administrative assistant for

referencereference.

APPOINTMENT INFORMATION

FOR AN ELECTRONIC SYSTEM

Appointments entered in a Appointments entered in a computerized schedule are computerized schedule are easily moved from time to easily moved from time to

time by clicking and time by clicking and dragging the appointment to dragging the appointment to

a new time. a new time.

APPOINTMENT CARDS

Written notification of the Written notification of the patient’s future appointment/spatient’s future appointment/s

Complete data in inkComplete data in inkCard may be plain or coloredCard may be plain or colored

May be for a single or multiple May be for a single or multiple appointmentsappointments

Computerized scheduling prints Computerized scheduling prints an appointment card for the an appointment card for the

patient.patient.

APPOINTMENT CARD EXAMPLES

DAILY APPOINTMENT SCHEDULE

May be accessed in the electronic May be accessed in the electronic system automaticallysystem automatically

May be distributed to various May be distributed to various areas of the office but must not be areas of the office but must not be

in view of the public (so as to in view of the public (so as to protect confidentiality)protect confidentiality)

Update routinely as the schedule Update routinely as the schedule changes throughout the day.changes throughout the day.