12 min

200 Teaching Your Dental Staff How to Get Your Patients to Come Back The Delivering WOW Dental Podcast

    • Business

Hi, everyone, and welcome to another episode of The delivering while dental podcast. I'm your host, Dr. Anissa Holmes. And today we're talking about teaching your dental team, how to get your patients to come back. Now, this is one of those topics that I absolutely love. Because a lot of times, as many of you guys know, we're focusing so much on what's happening day to day, we're focusing on marketing, and we have a huge back door problem. Patients are not necessarily making their recall visits, they're coming in or setting treatment plans, they're not scheduling. And so this is a topic that's really extremely important for us to consider.
So as we start looking at having our patients coming back, creating a process for that, the one thing that we want to look at is do we have a system to actually track what happens with our patients week to week, how many patients do we have that came in last week, that actually left without an appointment? Now what you're going to want to get to, you're going to want to develop a system, that now your team can actually come to you in a weekly meeting and a weekly meeting. And they will say, Doc, letting you know, last week, we had 10 patients who were unscheduled, and this is why they were unscheduled, this patient went to see the endodontist, this patient didn't have any additional restorative treatment, this patient is going to go ahead and apply for financing. I'm going to follow back up with them next week, Monday, right, you want to get to that place.
So as we start looking at getting patients to come back, the first thing that we actually want to do is see how many patients are actually leaving out of the back door. Right? Really, really important.
So obviously, that's one of those things that we want to look at, as we're looking at building out our systems, we also want to look at as well, what is our AR looking like week to week, right? Is it going up? Is it going down? I actually had a call yesterday with a doctor who was looking at coaching, and she was saying that they had a huge accounts receivable issue. In fact, statements had not been sent out in over a year and she had no clue. And so that's another system, as many as well as many other systems that you're going to want to put in place that you're tracking week to week. But as we're getting back to getting your patients to come back, once you have that system in place to just see where you are, then now you can actually go ahead and create processes to improve. So as we're looking again, as how we're going to train a team, one thing that I hear a lot of and I see it a lot in Facebook groups are people saying let's have a morning huddle and see which patient that comes in that we can ask for a referral.
Okay, now, that's all great and fine, where we're actually having that discussion and asking for referrals. But the first thing that we want to do just to kind of push it back a little bit, is to actually think about why would somebody want to refer? Right? What is our what is our culture and our practice look like? What sort of experiences are we providing for our patients. And one thing that you're going to want to make sure that you put in place is a system, again, a way to be able to make sure that you're giving consistent, great experiences to your patients.
And so definitely those different touch points I've spoken about in the past, having coffee table culture books, where patients are coming in, they see how you're serving the community, they see what you're doing, in terms of taking care of your team doctors, they see that you're doing continuing education they're seeing before and after pictures of the great work that you're doing. Perhaps you're offering complimentary coffee, tea, perhaps you have, you have a toy box where kids actually go to the toy box first, right? That can be an experience for the kids. you

Hi, everyone, and welcome to another episode of The delivering while dental podcast. I'm your host, Dr. Anissa Holmes. And today we're talking about teaching your dental team, how to get your patients to come back. Now, this is one of those topics that I absolutely love. Because a lot of times, as many of you guys know, we're focusing so much on what's happening day to day, we're focusing on marketing, and we have a huge back door problem. Patients are not necessarily making their recall visits, they're coming in or setting treatment plans, they're not scheduling. And so this is a topic that's really extremely important for us to consider.
So as we start looking at having our patients coming back, creating a process for that, the one thing that we want to look at is do we have a system to actually track what happens with our patients week to week, how many patients do we have that came in last week, that actually left without an appointment? Now what you're going to want to get to, you're going to want to develop a system, that now your team can actually come to you in a weekly meeting and a weekly meeting. And they will say, Doc, letting you know, last week, we had 10 patients who were unscheduled, and this is why they were unscheduled, this patient went to see the endodontist, this patient didn't have any additional restorative treatment, this patient is going to go ahead and apply for financing. I'm going to follow back up with them next week, Monday, right, you want to get to that place.
So as we start looking at getting patients to come back, the first thing that we actually want to do is see how many patients are actually leaving out of the back door. Right? Really, really important.
So obviously, that's one of those things that we want to look at, as we're looking at building out our systems, we also want to look at as well, what is our AR looking like week to week, right? Is it going up? Is it going down? I actually had a call yesterday with a doctor who was looking at coaching, and she was saying that they had a huge accounts receivable issue. In fact, statements had not been sent out in over a year and she had no clue. And so that's another system, as many as well as many other systems that you're going to want to put in place that you're tracking week to week. But as we're getting back to getting your patients to come back, once you have that system in place to just see where you are, then now you can actually go ahead and create processes to improve. So as we're looking again, as how we're going to train a team, one thing that I hear a lot of and I see it a lot in Facebook groups are people saying let's have a morning huddle and see which patient that comes in that we can ask for a referral.
Okay, now, that's all great and fine, where we're actually having that discussion and asking for referrals. But the first thing that we want to do just to kind of push it back a little bit, is to actually think about why would somebody want to refer? Right? What is our what is our culture and our practice look like? What sort of experiences are we providing for our patients. And one thing that you're going to want to make sure that you put in place is a system, again, a way to be able to make sure that you're giving consistent, great experiences to your patients.
And so definitely those different touch points I've spoken about in the past, having coffee table culture books, where patients are coming in, they see how you're serving the community, they see what you're doing, in terms of taking care of your team doctors, they see that you're doing continuing education they're seeing before and after pictures of the great work that you're doing. Perhaps you're offering complimentary coffee, tea, perhaps you have, you have a toy box where kids actually go to the toy box first, right? That can be an experience for the kids. you

12 min

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