Meeting the patient in person

This consists of:

• Walk in processing

• Records

• Questioning

All of these should be done in a timely and efficient manner with minimal time that the patient is waiting.

• Note: Currently our tour video is sent to the patient via the email

Part 1: Walk in processing:

Script: "Hello, may I please have your name? –Johnny Smith  -Awesome! We are so happy you made it in today! Did you find our office okay? Great, I am going to go ahead and collect your ID, insur card and a referral if you have one. Thank you! You can go ahead and take a seat and I will give these right back to you! Here are your ID’s, our wonderful records tech is going to be with you in just a minute to start with some pictures and xrays!” 

What to collect: Collect and make a copy of the following

a.       ID

b.      Referral from dentist

c.       Dental insurance card

1.       Once you have scanned all necessary documents, change appointment to “waiting” and let the patient know we will start with our records.

2.       Walkie-talkie records tech that the patient is ready for pictures and x-rays.

3.       Once records tech takes the patient to the records room, update appointment status to “seated”

Part 2: Records

• While pictures and X-rays are being taken by the records tech, use this time to:

  • • Check if the New Patient Questionnaire is completed

      • • • If it is incomplete, pull it on the tablet for the patient

    • Start your tx card note

      • • • Can be a start of writing down what their concerns are that they mentioned during the phone call.

    • Bring a tray with an exam mirror and gloves in the consult room

Part 3: Questioning:

• Start with the patient’s history: Med/Dental

  • Dental History will tell you what the patient’s Dental IQ is.

• Review the patient’s primary concern with the patient. Be an active listener.  Show concern (be careful about being overly positive/Remember you are an expert so you want to act like a doctor/detective)

  • Remember: focusing on solving the patient’s primary concern is what builds value in our treatment and this should be our priority

  • Primary concern: Go deep into the primary concern by asking followup questions

    • • Don’t assume you know what the patient’s primary concern is.

      • How does this primary concern make the patient feel?

      • Remember that there are 3 sources of a primary concern

  • Dentist / History of cleaning

    • • Any restorative?

      • Periodontal issues – usually adults?

      • Timeline of their problem – This is important in finding a cause to their problem.

        • Remember that sometime, there is no known cause.

      • Was the problem mentioned to the dentist and what did the dentist say?

  • Pain/Discomfort

    • • Any pain or discomfort in or around the mouth including the Jaw Joints (TMJ)

      • Any sensitivity?

      • Any mobile teeth?