How do you handle hygiene openings in your schedule – the day before change, the morning of, or after the patient no-shows? If it’s the day before or even the morning of, you’re probably thinking, “Oh, I’ll grab my priority list and get it filled quickly.” What about a few holes here and there, and your recall report has a handful of people on it?
I’m a big supporter of having your hygienist(s) help when they have a short notice cancelation and have the time. Actually, I’m a believer they should make the time. Sure, they can help out in sterilization as needed or sharpen their instruments, or they might also be found walking or dancing up and down the hall. Who spends the most time with our patients on average, if we think about it? The hygienists. I’d compare them to your hairdresser, although some will argue that patients like going to their hairdressers much better than the dentist. Patients tell their hygienists a lot, which puts hygienists in the perfect position to build rapport. If you take a minute and read the chart notes, it may say something like going to Alaska in March, planning an anniversary party, just becoming a grandma, etc. Tidbits of information like this, shared by patients, can be used when communicating with them about getting on the schedule.
When you have a recall list with a dozen or so past due people each month, it would make sense for the hygienist to reach out to them. In many cases, they are their patient’s trusted advisors. The dentist recommends treatment and then leaves the room. Who do they ask, “Do I really need that?” The hygienist. Think about the call from a patient’s point of view, the call comes in, and it’s from “Becky,” someone at the front desk they barely know, and they’re calling because she noticed you haven’t been in, in X amount of time. Would you like to schedule your dental cleaning? Or a call from “Jenny,” your long-time hygienist, who says, “Hey patient, it’s Jenny, I haven’t seen you for a while, and I’d love to hear how your anniversary trip went. When is it convenient for you to come and see me?”
Some will argue you didn’t go to school to call people to fill your schedule. When it comes to a solid, successful office, we’re all a team. I bet if you try mixing up how you reactivate patients, you’ll find yourself surprised with the success you have. Give it a try and report back.
