Question: Do you have scripting to use when rescheduling patients?
QUESTION: Do you have some scripting to use when rescheduling patients? We have discontinued any non emergent or urgent treatment for the next 3 weeks. My office administrator is fairly new and seems to have a little bit of a difficult time explaining this to them…I was going to put a script together for her but if you have something that would be great.
ANSWER: We are in a weird time where we are having to cancel a weeks worth of scheduled patients or they are cancelling on us, depending on the status of your office. I suggest that you still follow the foundation of what we teach at Front Office Rocks but understanding that this is not a normal scenario, so some tweaking might be needed.
1) We don’t think you should have your team members read from a script. That is cold and does not sound like it is coming from the heart, however, they do need some guidance as to what to say to your patients. I suggest that you decide for your office what you are going to tell your patients and then have each person practice the words or a variation of them so they are comfortable with what they are saying and then let them use their words to explain to the patients of what is going on.
2) You should always try to never let patients leave without their next appointment and this is the same right now.
To learn more about scheduling your patients and dental scheduling best practices, visit our Scheduling Mastery Course here and following foundation course module!
Module 2 How to Get Patients to Schedule Welcome to How to Get Patients to Schedule. This is the second of six courses in your Scheduling training video series. Now that you have a better understanding of the basics of scheduling, it is important to examine how to get your patients on the schedule. By taking a closer look at hand-offs, follow-ups, and pre-booking and other various schedule topics, you will improve your ability to control the office schedule. The videos in this series will demonstrate specific patient schedule scenarios and how you can successfully navigate each and achieve a full and productive schedule. Front Office Rocks recommends that you complete the Importance of Hand-Offs to Scheduler to Get the Patient to Schedule, Getting the Patient to Schedule Their Next Appointment and Getting Patients to Schedule Six Months first. Then, follow with the Importance of Pre-Booking, How to Offer an Appointment and Handling Scheduling Issues. Finally, finish the series with Doctor Schedule vs. Hygiene Schedule to understand the differences between them and how to address the specific scheduling needs of each. Unit 1 Importance of Hand-Offs to Scheduler to Get Patient to Schedule (7:00) Unit 2 Getting a Patient to Schedule Their Next Appointment (3:10) Unit 3 Getting Patients to Schedule 6 Months (5:16) Unit 4 Importance of Pre-Booking Appointments (7:06) Unit 5 How to Offer an Appointment (6:52) Unit 6 Doctor Schedule vs Hygiene Schedule (7:12) Unit 7 Handling Scheduling Issues (7:16)