RECALL # Active Patients RRR goal? Average number of visits per patient per year 2000 75% 2.5 Total visits per year / Number of patients per day
EXAMPLE Lets say…. 2 hygienists working 4 days per week=8 days per week x 50 weeks = 400 days 8 patients per day x 400 days = 3200 3200 appts. / 2.5 visits per patient= 1280 patients / 2000 active patients = 64% Recall Return Rate
BUILDING A STRONG PRACTICE Patient Utilization RECALL RENEWAL
RECALL RENEWAL EXAM 3-5 Years since new patient exam Renew Practice Philosophy Renew Records Visuals Documentation RENEW ENTHUSIASM!
Why bother? An increase in patient loyalty of 2% is equivalent to a 10% reduction in costs. An increase of 5% in patient loyalty can deliver 95% greater profitability over the lifetime of the patient
Creating the First Impression LOYALTY = PROFIT Retaining 5% more “customers” can boost profitability as much as 95%
Q UAD S CALING & R OOT P LANING * (D4341) 4 teeth or more (D4342) 1-3 teeth (list teeth) 4-5 mm pockets, BOP, bone loss * D4910 generally follows a Scaling and Root Planing procedure.
P ERIO M AINTENANCE (D4910)* Follows SRP or Perio surgery. Don’t alternate with prophy (D1110). (D4910) treatment is “indefinite.” Does not include Periodic Evaluation (D0120) or Comprehensive Perio Evaluation (D0180). Show history of SRP/surgery. *Sometimes D0180 evaluation is reported, but generally reimbursed as D0120.
D4910 N ARRATIVE “If periodontal maintenance D4910 is not reimbursable, please pay the alternative benefit of Prophylaxis, D1110.” “Periodontal maintenance, D4910 is inclusive of Prophylaxis, D1110.”
G ROSS D EBRIDEMENT (D4355) “Patient has not seen dentist in five years.” “A Gross Debridement was necessary for a subsequent evaluation.” Do not charge out Comprehensive Evaluation on same service date! Charge at 2 nd visit. With limited debridement, consider using Palliative (D9110) if the patient reports they have discomfort at an emergency visit.
C ONTROLLED R ELEASE V EHICLE (D4381) Arestin ®, PerioChip ®, Atridox ® Not generally payable at initial SRP appointment. May be payable at re-evaluation or (D4910) visit - getting better. 5-6-7mm pockets; BOP; charting Most insurance pays approximately 50% of site application with $200 annual maximum.
ADDITIONAL OFFERINGS Oral Cancer Screening – Suggested fee $60 Offered annually to high risk / 18 months to medium and low risk patients. Recommended to all new patients and review with Continuing Care Patients.
How do you inspire patients so they know you are THE OFFICE?
Marketing Strategies Before you cook a gourmet meal, you better clean up the kitchen. INTERNAL MARKETING
Do you walk your customer service talk? Whether you get and keep them depends On how well you treat them!
Why patients leave your practice 1% Die 3% Move 5% Insurance 9% Location Change 14% Don’t like the dentist 68% Attitude of indifference
How do you differentiate yourself? How do we provide the highest level of service when others are competing with us to provide similar services? Excellent Service skills take practice – practice-practice How do we check everyday to ensure we are committed to service excellence?
Marketing Strategies QUALITY SERVICE CUES Make a memorable first impression Speak a service language; wear a service wardrobe Hospitality First Communicate the heart and soul of the organization Listen to understand Create the perception of quality Match what they want with what you can do Endorse the Doctor Describe how your office systems will enhance results. Establish a set of performance tips Build a performance culture that differentiates the practice
WHAT ARE YOU COMMUNICATING? HOW WOULD YOU DESCRIBE THE QUALITY OF CARE?
Marketing Strategies Tell the patient what is special about your office. Personalize it.
Introduction of Treatment Attitude Knowledge Visual Aids Knowing How to Refer
BUILDING A STRONG DENTAL PRACTICE SUPPORT TECHNOLOGY
BUILDING A STRONG DENTAL PRACTICE OUR UTILIZATION OF TECHNOLOGY IS CONSISTENT WITH THE QUALITY OF CARE WE SEEK TO PROVIDE
BUILDING A STRONG DENTAL PRACTICE INTRA-ORAL CAMERA DIGITAL PHOTOGRAPHY IMAGING DIGITAL RADIOGRAPHY LASER MICRO-ABRASION CAD-CAM POWER BLEACHING SYSTEMS MATERIALS AND ARMAMENTARIUM
INCREASING ESTHETIC CARE THE DECISION TO ACCEPT TREATMENT HAPPENS WITH THE CLINICAL TEAM – NOT THE FINANCIAL TEAM.
INCREASING ESTHETIC CARE “If you keep on doing what you’ve always done, you’ll keep on getting what you’ve always got.” Zig Ziglar
BUILDING A STRONG PRACTICE Quick feedback survey 1.What are we doing well that we should keep on doing? 2. What are we not doing well that we should stop doing? 3.What should we start doing that we aren’t doing now?
5 STEPS TO SUCCESS 1. RALLY YOURSELF 2. RALLY YOUR TEAM 3. CREATE OPPORTUN ITIES 4. CREATE AWARENESS 5. REAP THE REWARDS
And the secret ingredient… QUALITY TIME PROVIDE THE INFORMATON YOUR PATIENTS NEED TO CHOOSE THE TREATMENT YOU BOTH WANT.
Thank You! Debra Engelhardt-Nash Consultant, Practice Development Coach 704 364 5272 / 888 442-0242 www.nashinstitute.com firstname.lastname@example.org Upcoming travel programs: Eastern Mediterranean Cruise – October 2009
Creating the First Impression Retaining patients is not only less expensive, but existing loyal patients are ready to accept treatment more readily. They generate positive word of mouth and referrals and are less likely to defect for “discounts”. Increased customer loyalty is the single most important drive of long-term profitability.