Making a Great First Impression: A Guide to Work-In Appointments

This article offers a roadmap to a successful new patient experience at your practice. Here’s how we ensure patients feel welcome, receive a thorough diagnosis, and get clear information about their treatment options.

1. Turning Inquiries into Appointments:

The initial phone call is your chance to shine! Our friendly receptionists, like Carol, understand that sometimes patients seek second opinions or cost estimates. Our goal is to convert these inquiries into appointments.

Here’s why:

• A proper diagnosis requires an examination by our dentists.
• We can’t accurately assess treatment needs without seeing the patient ourselves.

2. Thorough Examination and Diagnosis:

Once a patient schedules an appointment, the next step involves a comprehensive examination by the doctor. This is crucial, especially for new or work-in patients. Even if a patient brings a treatment plan from another dentist, we evaluate it to ensure the best course of care.

3. Setting the Stage for Treatment Discussion:

Presenting a treatment plan in a comfortable setting makes a big difference. Technical discussions with the patient positioned in the dental chair can feel impersonal. Instead, we present treatment options in a private consultation room, fostering a more relaxed and informative conversation.

Here’s an example of how this might unfold:

• Doctor: “Let’s hold off on treatment decisions for now. I need to review your X-rays carefully. We’ll discuss everything in detail after the exam.”

4. Treatment Plan Presentation and Discussion:

After the examination, we present the treatment plan in a private consultation room. The doctor explains the findings and proposed treatment in clear, understandable language.

Here’s an example:

• Doctor: “Brian, this X-ray reveals a potential issue with your upper right crown. See how a cavity might be forming between those teeth?”
• Patient: “That makes sense! That tooth has been sensitive lately.”
• Doctor: “Addressing this now is ideal to prevent further problems. We can replace the crown today if you’d like.”
• Patient: “Today works for me. Will it be painful?”
• Doctor: “Not at all! We prioritize your comfort throughout the appointment.”
• Patient: “Great, let’s do it then.”

5. Addressing Insurance and Financial Concerns:

Before concluding the consultation, we ensure patients understand the treatment plan and the associated costs. A dedicated treatment coordinator will discuss insurance coverage and answer any financial questions.

In our example:

• Coordinator: “Brian, as Dr. [Doctor’s name] explained, a new crown is recommended. Here’s a breakdown of the total cost, estimated insurance coverage, and your out-of-pocket amount. This will be collected today. Do you have any questions?”
• Patient: “That looks good.”
• Coordinator: “We also accept Flexible Spending Accounts (FSA) for payment. Would you like to use that option?”
• Patient: “Yes, please.”
• Coordinator: “Excellent! Please sign here, and we’ll handle everything for you.”

Following these steps ensures a smooth and informative experience for our new patients. They’ll leave our office feeling confident about their treatment plan and understanding the associated costs.

If your schedule allows for same-day treatment, you have the option of the treatment plan coordinator going into the op and explaining the recommended treatment and the cost associated with proceeding with treatment at that time. Once the patient understands, agrees, and signs the paperwork, the treatment plan coordinator can inform the doctor that they’re ready to go.